Systems Administrator Information Technology

Hussein Abdullahi

612-***-**** ️ ***********@*****.***

Education

Metropolitan State University – Saint Paul, MN

Bachelor of Science in Computer Information Technology, Aug 2022

Professional Experience

All Smiles Daycare, Savage, MN — Systems Administrator

June 2023 – Present

●Installed and maintained systems, Wi-Fi networks, and software for daily operations.

●Secured sensitive data through firewall, access control, and backup protocols.

●Provided staff support and training on scheduling, communication, and reporting tools.

●Managed printers, network configurations, and data recovery processes.

USI Wireless, Minnetonka, MN — Network Operations Center Technician

Aug 2021 – June 2023

●Monitored wireless/fiber networks, dispatched techs, and resolved connectivity issues.

●Diagnosed router/switch problems, escalating as needed with proper documentation, including IT Asset Management Tasks

●Supported hardware/software issues (PCs, printers, conference systems).

●Assisted with Active Directory account setups and network printer configs.

NTT DATA (USBank Contract), Minneapolis, MN — Field Service Technician

Dec 2020 – June 2021

●Delivered on-site/remote IT support: diagnostics, hardware replacements, escalated tickets.

●Used ServiceNow to manage incidents, IT asset management tasks (ITAM), and maintain SLA standards.

●Resolved issues across tablets, PCs, and peripherals; coordinated with vendors.

●Worked with virtual machines and PowerShell scripting for automation and troubleshooting.

Sunset Dental Technologies, Spring Lake Park, MN — Technical Support Analyst

May 2019 – Nov 2020

● Provided nationwide remote support for dental healthcare professionals: software installations, server migrations, and after-hours assistance.

●Used ticketing systems to manage incidents, ITAM, and resolve issues with minimal escalation.

●Troubleshooting hardware, software, VPN, and networking issues; maintained desktops and peripherals.

●Interfaced with all levels of staff; coordinated vendor maintenance per service agreements.

LifeTouch Inc., Burnsville, MN — Technical Support Representative

Aug 2018 – Mar 2019

●Delivered call-in support for nationwide photography studios during peak season.

●Resolved technical issues across PCs, printers, DSLR cameras, and studio lighting systems.

●Documented tickets and escalated unresolved issues to appropriate support tiers.

●Provided tier 1 troubleshooting across proprietary and general-use software platforms.

Skills

●System Administration: Active Directory, backup/recovery, account & permission control, Group Policy, Windows Server, patch management

●Networking: Wi-Fi, fiber, routers, switches, network printers, DHCP, DNS, VPN configuration, LAN/WAN support

●Troubleshooting: Hardware/software diagnostics, ticket resolution, escalations, BSOD/root cause analysis, remote support tools

●Collaboration & Communication: Cross-team coordination, documentation, user training, stakeholder updates, knowledge base creation

●Customer Service Excellence: 5+ years of experience providing high-quality support via inbound/outbound calls, email, and chat in fast-paced, customer-facing environments

●Social & Digital Support: Skilled in managing customer inquiries across social platforms and support channels with professionalism, brand alignment, and timely follow-up

●Customer Satisfaction Focused: Committed to resolving issues efficiently while ensuring a positive customer experience, reflected in high satisfaction and retention rates

●Security Awareness & Customer Trust: Knowledgeable in secure support practices including MFA, data protection, and account verification protocols

●Tech-Savvy Support: Comfortable assisting users across Windows and macOS, guiding them through troubleshooting with patience and clarity

●Remote Onboarding & Account Setup: Experienced in supporting new users through account creation, secure access setup, and mobile device assistance

●Issue Resolution & Escalation: Adept at resolving technical or service-related concerns quickly and escalating when needed, with thorough documentation

●Tool Proficiency: Hands-on experience with CRMs, ticketing systems, remote support tools, and communication platforms (e.g., Zendesk, ServiceNow, Teams, Slack)

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