Support Analyst Specialist
Resume:
Mamadou H Bah
*** *******’s Pond Court
Alpharetta, GA 30022
**********@*****.***
SUMMARY
Bilingual (English/French) I.T Professional with A+/ Net+/ MCTS/ MCP/ MCITP/ ITIL v4 certification, with 8 years of software/hardware support specialist experience. COMPUTER SKILLS
Languages
Familiar with Microsoft Visual Basic, Java
Software:
MS Office 2007/2010/2016/O365/ Outlook On perm/ Remote desktop / LANDesk / VPN / SCCM / ManageEngine /Duo mobile / MS Authenticator/ Exchange Admin center/ Tech-Direct self-dispatch/ Citrix Workspace
MDM / MAM / Active Directory / AirWatch /ServiceNow / ServiceDesk/ Azure /Cisco Unified CM Administration / Exchange admin Center/ ManageEngine / Platforms:
Microsoft Windows® XP/7/8/10/11 and MAC(OS)
EXPERIENCE
Technical support Analyst (KIK Corp) July 2022 - Now Gwinnett County ( Lawrenceville GA )
Assesses and assign daily incoming tickets to the correct group.
Inspects computer and network equipment requiring specialized computer repair and troubleshooting skills for identifying and verifying repair needs.
Used MDM and MAM to monitor, manage, secure company mobile devices and mobile app.
Used active directory to maintain user’s account and manage computer OU”s
Used SCCM to install applications and deploy Windows 10 to lab computers.
Used AirWatch to push app and maintain IOS devices
Procures equipment, supplies and materials to maintain the availability of required items and complete the job efficiently.
Repair computers, peripherals, network equipment and software, requiring specialized computer and electronics repair skills for maintaining computer and network equipment in a safe and functional operating condition.
Trains selected personnel to ensure their ability to use new and/or existing software School Tech Support (Matrix) May 2018-June 2022
Fulton County School (Atlanta GA)
Assesses malfunctions of hardware to determine the appropriate actions to maintain computer and network operations.
Inspects computer and network equipment requiring specialized computer repair and troubleshooting skills for identifying and verifying repair needs.
Used MDM and MAM to monitor, manage, secure company mobile devices and mobile apps.
Used active directory to maintain devices and user’s accounts.
Used SCCM to install applications and deploy Windows 10 to lab computers.
Used AirWatch to push t h e app and maintain IOS devices.
Procures equipment, supplies, and materials to maintain the availability of required items and complete jobs efficiently.
Repair computers, peripherals, network equipment, and software, requiring specialized computer and electronics repair skills for maintaining computer and network equipment in a safe and functional operating condition.
Trains selected personnel to ensure their ability to use new and/or existing software. Desktop Support Analyst/TEKsystems Feb 2016-May 2018 center for disease control (Atlanta GA)
Member of desktop support team assisting users both locally and remotely.
Utilized ServiceNow to organize and keep track of support tickets submitted by users.
Used MS AD to assist in managing and maintaining users and computer accounts.
Used SCCM to deploy applications to t h e user’s computer.
Used troubleshooting skills to assist users with their everyday issues. Product Support Analyst / RICOH March 2014-Feb 2016 RICOH (Chamblee Tucker GA)
Provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals.
Documenting and resolving service tickets in a timely manner according to SLA.
Provide phone support for all operations using troubleshooting skills.
Always provided a high level of customer service to each customer. Windows 7 Deployment Lead / Coordinator Nov 2012-March 2014 AIG (Marietta GA)
Migrate User's computer from XP to Windows 7.
Schedules AIG personnel for deployment of new equipment, maintains inventory of computers.
Used LANDesk or Bomgar to troubleshoot user's software related issues.
Manage daily incoming tickets for local and remote users. Computer Repair Technician April 2010-Nov 2012
Computer Parts & Upgrades (Douglasville GA)
Recommend parts and build PC per client’s demand.
Performed hardware and software repair for all Computer Platforms.
Setup hardware and install requested software to client’s computer.
Provide onsite repair for clients.
Quality control Nov 2008-April 2010
Partner-Tech (Duluth GA)
Recommend parts and build PC per client’s demand.
Evaluated Company’s product specification and aligning them with customer requirements.
Maintained and setting up documentation of control procedures.
Ensuring product compliance with national legislation and standards.
Evaluate and execute test and procedures properly based on product modifications. EDUCATION
Interactive College of technology
Chamblee Tucker, GA
Associates ( Computer I n f o r m a t i o n Systems) 2009-2012
DeVry University
Atlanta, GA
BA (Technical Management)
2012-2014
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