Technical Support Analyst

Mohamed Yusuf

Tier * Technical Support Analyst

Seattle, US, 98101, 206-***-****, **********@*****.*** Professional summary

Technical support professional with proven track record in solving complex technical issues and enhancing user experience. Known for strong team collaboration and adaptability to dynamic environments, consistently delivering reliable support and effective solutions. Expertise includes software troubleshooting, network configuration, and user training, alongside commitment to achieving tangible results. Employment history

Tier 2 Technical Support Analyst, Jul 2019 - Present Starbucks, Seattle, WA

Security Analyst, Apr 2019 - Jun 2019

Info-Guard, Tacoma, WA

• Collaborate with cyber-security employee to meet up project requirements and deadlines

• Perform vulnerabilities scanned by using Nmap to scan network in order to identify risk

• Identify potential risks, such as virus and malware attacks

• Maintain guiding documentation for the cyber risk programers

• Use various vulnerability tools such as Nmap, Virus share, Nessus, MetaSploit, and Wireshark Network Support, Jan 2019 - May 2019

University of Washington, Tacoma, WA

• Update and configure existing and new computers with current software and operating systems.

• Analyze and resolve network and server connectivity issues managed user network domain accounts

• Install and configure existing switches and new netgear routers

• Support user in timely manner

• Perform troubleshooting on network connectivity components, desktop configurations, printer connectivity, and network access issues

Security Officer, Jan 2015 - Nov 2018

Allied Universal, Seattle, WA

• Secure multi-million dollar data Data Center by monitoring high-risk areas

• Experience working with AMAG and Lenel System.

• Document all security-related situations and submit in-depth reports to the Supervisor.

• Check credentials and issue badges before allowing access to property.

• Train and mentor newly hired employees and supervisors Install and maintain systems, enhancing operational efficiency and security. Resolve technical issues, improving customer satisfaction and system reliability. Manage device configurations, ensuring seamless integration across platforms. Deploy cybersecurity measures, safeguarding data integrity and access. Document and track issues in ServiceNOW, streamlining support processes. Analyze complex technical issues, develop efficient solutions, and enhance customer satisfaction through proactive problem-solving and continuous learning. Consistently meet and exceed support KPIs, reduce ticket resolution time, and implement innovative strategies to optimize customer support operations. Streamline support processes through ServiceNOW, reducing ticket resolution time and improving overall customer satisfaction metrics.

Optimize IT systems and resolve complex technical issues, leveraging ServiceNOW to streamline support processes and enhance operational efficiency.

Education

Bachelor of Science, Informational Technology, Jun 2019 UNIVERSITY OF WASHINGTON, Tacoma, WA

Courses

Network Support, Jan 2019 - May 2019

University of Washington

Skills

Technical Support, Windows, macOS (Expert), Wireshark, Nessus, Nmap, Metasploit, SQL Server, Cisco Routing, Cisco Switching, TCP/IP (Expert), UDP (Expert), HTTP (Expert), SSH, DNS (Expert), ServiceNow (Expert), Active Directory (Expert), Microsoft Office (Expert), Strategic thinking, Problem solving, Collaboration, Punctuality.

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