Help Desk Information Technology

Haya Al Qaysi

Atlanta, Georgia

Email: ************@*****.*** Phone: 404-***-****

LinkedIn: linkedin.com/in/hayaqaysi

Skills

Programming & Scripting:

Java, Python, Bash, HTML/CSS, SQL, Object-Oriented Programming (OOP), Multithreading, Recursion, Event-Driven Development, Secure Coding Practices

Systems & Platforms:

Windows Server, Linux (Ubuntu, Red Hat-based), macOS, Virtualization (VirtualBox, Hyper-V), Cloud Platforms (AWS – IAM, EC2, S3)

Networking & Security:

TCP/IP, DHCP, DNS, Firewalls, VPNs, Secure Socket Layer (SSL/TLS), Intrusion Detection & Prevention Systems (IDS/IPS), Cryptographic Algorithms, Kerberos, PKI, Access Control Models, Internet Security Protocols (802.11i, IPsec)

System Administration & OS Concepts:

User and Group Management, File System Permissions, Shell Scripting, Resource Monitoring (CPU, Memory, I/O), Process Management, Package Management, Log Analysis, RAID, Disk Scheduling, Operating System Security (Unix/Windows), GPOs

Database Management:

MySQL, Relational Database Design, Entity-Relationship Modeling, SQL Queries (DML, DDL), Normalization, Database Access Controls

Cybersecurity Practices:

Risk Assessment, Threat Modeling, Secure Authentication (OAuth, MFA), Malware Defense, DoS Mitigation, Network Hardening, Systems Hardening (STIGs), Vulnerability ManagementEducation

Georgia Gwinnett College

Bachelor of Science in Information Technology

Concentration: Operating Systems and Cybersecurity

Graduated: May 2025

Certifications:

AWS Cloud Practitioner (April 2025)

IAM Level I certification CompTIA Security+ ce (May 2025)

Experience

Optimed Health – Norcross, Georgia

Help Desk Technician 05/2019 – 12/2022

Provided Tier 1 and Tier 2 technical support for internal staff and external clients using VBA, Dynamics 365, and integrated software tools.

Managed and prioritized help desk tickets, ensuring timely resolution of issues based on impact and urgency.

Delivered system access setup and onboarding support for new hires, improving first-day readiness by 25%.

Conducted user walkthroughs and brief training sessions to enhance software adoption and user proficiency.

Documented resolutions and contributed to an internal knowledge base, reducing ticket recurrence by identifying and addressing common issues.

Escalated complex problems to the Systems Administrator or vendors, improving issue resolution time by 30%.

Supported communications related to software releases, outages, and FAQs.

Monitored support trends and collaborated with stakeholders to develop targeted training resources.

Maintained a high standard of professionalism and a customer-first approach in all support interactions.

Optimed Health – Norcross, Georgia

System Administrator 1/2023 – 5/2025

Led day-to-day Identity and Access Management (IAM) administration for 500+ users, focusing on user lifecycle management, Role-Based Access Control (RBAC) principles, and access auditing.

Managed Active Directory and Azure AD for a hybrid environment, administering user accounts, group memberships, and Group Policy Objects (GPOs) to enforce security policies.

Administered AWS IAM, creating and managing user policies, roles, and permissions to secure cloud infrastructure and resources.

Collaborated on a project integrating Okta as the primary identity provider, configuring application single sign-on (SSO) and multi-factor authentication (MFA) policies.

Developed and maintained PowerShell scripts to automate IAM tasks, including user provisioning/de-provisioning, access reviews, and audit reporting.

Contributed to organizational cybersecurity initiatives, including policy creation, vulnerability mitigation, and endpoint hardening.

Administered and maintained Windows Server environments across physical and virtual infrastructures.

Projects

Secure File Transfer Application

Developed a secure platform for uploading, transferring, and downloading files with robust encryption mechanisms (AES, TLS/SSL).

Implemented secure user authentication (OAuth/JWT) and role-based access controls.

Integrated cloud storage solutions such as AWS S3 and Azure for scalable file management.

Ensured data confidentiality and integrity during both storage and transmission.

Utilized ReactJS for front-end development and Node.js/.NET Core for back-end logic.

Languages

Arabic: Native

English: Native

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