Business Development Customer Support

Abraham J. Diop

Mobile: 857-***-**** E-mail: ***********.**@*****.*** Address: Norwood, MA

SKILLS

Customer Support Diagnostic Analysis Active Directory

ServiceNow/Zendesk/Salesforce Windows/Mac Environment Business Development

Mac/iPhone Repair Expertise TeamViewer/Bomgar FORTINET/MOX/Clearpass/

Zoom/Google Meet/Teams/5nine Pulse VPN/Citrix/Zscaler/Netskope Web development

CERTIFICATIONS

CompTIA - IT Fundamentals June 2019

TECHNICAL EXPERIENCE

Bain Capital, Boston, MA

Desktop Engineer/ Refresh Technician

●Supporting users providing white glove service & supporting ticket volume utilizing 5nine & ServiceNow.

●Deployed Windows 10, 11, and other proprietary images.

●Imagined and successfully deployed over 150+ laptop workstations in a renewal of lease project.

●Scheduled and met with users via Zoom/Teams on and replicated the old setup on the new machine. Completing on average 40 machines in 8 months.

●Utilized tools such as Active Directory, SCCM, Intune, Okta, Company portal, and Microsoft 365 to support users across the infrastructure.

●Coordinated the shipping of assets across other offices and home locations.

●Close open tickets within 3 days per SLA policy

●Work in collaboration with teams in other the globe in completing tasks assigned.

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Atrius Health, Boston, MA

Desktop Technician (Medix Contract)

●Coordinated and executed projects across Bristol County, MA (Plymouth, Easton, Taunton), assisting in the setup of workstations to support the recent company expansion.

●Demonstrated expertise in Active Directory, proficiently managing and providing user support within the organization.

●Implemented meticulous asset management practices, ensuring precise accounting and administration of PCs and monitors used in various projects through an internal database.

●Leveraged Excel for the systematic decommissioning of assets, encompassing printers, monitors, desktops, laptops, and specialized medical equipment such as EKG stations and various other medical devices.

●Successfully executed the imaging and deployment of over 500 Windows 10 work environments, utilizing a streamlined deployment wizard for efficiency.

JLL/ T, Boston, MA June 2023 - November 2023

Tier 2 Support Analyst (A3 staffing>Compucom)(Contract)

●Supported users across the East Coast using Bomgar for efficient assistance.

●Utilized Teams for seamless communication within the team and with users.

●Supported and utilized Office 365 for productivity.

●Managed users pc’s with Sue (system user engine), an internal interface of Active Directory used.

● Ensured logistical efficiency by verifying machine requirements and images.

●Implemented control measures for device management within the ecosystem and documented job processes.

●Employed PXE & Task Sequence Wizard to deploy images and support Windows 10 & 11 work environments.

●Proficient in building and imaging Mac systems, including profile assignment and compliance. & Provided comprehensive support to users utilizing Mac OS.

●Utilized CyberArk for secure retrieval of admin passwords.

●Monitored systems using Nexthink for optimal performance.

●Collaborated with various vendors, including Dell, HP, and Human Scale, to support end users.

●Knowledge of OKTA for efficient identity and access management.

●Supported Mobile Device Management (MDM) across the work environment.

●Utilized intermittent scripting and troubleshooting techniques for Mac systems.

●Used command prompt scripts to manipulate machines for updating and log retrieval, aiding in issue resolution.

Wellesley College, Wellesley, MA January 2023 - May 2023

IT Helpdesk Support(Contract)

●Monitored, managed assets, and resolved tickets using Salesforce to provide prompt technical support to end-users.

●Deployed security upgrade BitLocker within the infrastructure to ensure data safety for the entire work environment.

●Created comprehensive procedures for staff and end-users to follow for efficient use of equipment and software.

●Tested hardware and software related to the infrastructure to identify and resolve issues proactively. ● Responded to departmental technical emergencies promptly and efficiently.

Fidelity Talent Source, Boston, MA April 2022 - October 2022

Tier II Support(Contract)

●Used ServiceNow, managed assets, and performed ticket management

●Provided support to users via phone or chat support using Bomgar

●Supported company infrastructure that is customer-facing, such as Polycom phones/Polycom conference systems and remote check deposit scanners

●Supported virtual machines that are hosted on Citrix

●Enforced IT policy on end users’ machines by removing software, installing company-approved software via internal tools

●Managed the logistical process of deploying replacement assets

Shields Health Solutions, Stoughton, MA

IT Help Desk Technician(Contract) December 2021 - April 2022

●Monitored and resolved issues in a ticket queue using Zendesk

●Utilized FortiNAC to confirm newly imaged laptops and desktops have the appropriate configuration ● Configured users’ Outlook profiles according to company policy and ensured Microsoft Teams is functioning

●Unlocked user accounts and managed users using Active Directory

●Deployed new user workstations in the office and shipped workstations to users via FedEx

Hingham Institution Of Savings, Hingham, MA October 2020 - December 2021 IT Apprentice

●Monitored the help desk queue using Asana

●Troubleshoot users’ Windows laptop and desktop issues

●Managed and maintained company IT assets using Google Sheets ● Managed user accounts and groups utilizing Google Admin

EDUCATION

Blue Hills Regional Technical School, Canton, MA

High School Diploma

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