It Support Analyst Ii

ALI ALSAAD

SUMMARY

I have over ** years of experience as an IT specialist, focused on delivering impactful solutions that align with business needs. Recognized for strong work ethic and ability to work independently while mastering new skills rapidly. Effective communicator with a history of translating strategic plans into actionable system designs. Motivated to embrace challenges that foster professional development and contribute to team success.

EXPERIENCE

IT Support Analyst II, 07/2024 - Current

ExxonMobil - Houston, TX

Provide Tier 2 technical support for end users, handling escalated tickets related to hardware, software, and network issues.

Perform Active Directory account management, including user provisioning, password resets, and group policy updates.

Troubleshoot VPN, remote desktop, VLAN, and network connectivity issues for remote and on-site employees.

Deploy and maintain SCCM and Intune for application deployment and system updates.

Assist in managing IT asset inventory, ensuring compliance with corporate IT policies.

Troubleshoot and configure Cisco switches, VLANs, and network segmentation to ensure security and optimal network performance.

Document technical procedures, troubleshooting steps, and best practices to improve knowledge sharing.

Prioritized and organized tasks to efficiently accomplish service goals.

Worked with cross-functional teams to achieve goals.

Maintained updated knowledge through continuing education and advanced training.

IT Technical Specialist (Contract), 01/2024 - 05/2024

MD Anderson - Houston, TX

Provided Tier 2 support for mobile device deployment, including iPhones, iPads, and Macs, using CEMS and FirstNet.

Resolved device enrollment and configuration issues with Apple Business Manager (ABM), and Intune.

Performed Mac imaging, application deployment, and MDM troubleshooting.

Assisted in troubleshooting and resolving Wi-Fi and connectivity issues for deployed devices.

Ensured HIPAA compliance by configuring security settings on deployed devices.

Produced thorough documentation of design development and ongoing activities in line with ISO and company requirements.

Collaborated with employees to evaluate new software performance and reach technical requirements.

Evaluated third-party software solutions for potential integration into existing infrastructure.

Tested new products prior to deployment in order to verify compatibility with existing systems.

Created user accounts, managed passwords, configured access rights, and provided training when necessary.

Assisted in the installation, testing and maintenance of hardware and software systems.

IT Analyst II, 01/2023 - 12/2023

Essentra Components - Houston, TX

Provided Tier 2 support for D365-CE & D365-F&Q, SCCM, VPN, Citrix, and VDI issues.

Performed Azure AD user account management, including MFA troubleshooting and role-based access configuration.

Assisted in SCCM application packaging and deployment for enterprise software rollouts.

Diagnosed Zscaler, McAfee endpoint protection, and other cybersecurity applications.

Troubleshot network connectivity and VLAN segmentation for remote and office users.

Provided VoIP phone system support, configuring Cisco phones and troubleshooting call routing issues.

Information Technology Analyst, 01/2022 - 12/2022

Centene Corporation - Remote

Coordinated with service/support vendors for the repair of servers, workstations, applications, databases, networking equipment, and monitoring devices.

Developed, maintained, and retained reports to demonstrate compliance with configuration and change management regulations.

Provided Tier 1 support to staff, faculty, residents, and students via phone, email, and walk-ins at the IT Service Desk using ServiceNow.

Provided Tier 2 support for Windows-based software issues.

Created and updated Knowledge Base articles in ServiceNow.

Delivered telephone support for problem resolution related to technology, software applications, and AV technologies.

Supported VDIs, Citrix, VMware ThinApp, VPN, and resolved INC tickets.

Provided support for Avaya and Cisco systems.

Assisted in MFA DUO support.

IT Analyst, 01/2021 - 12/2021

Harris County - Houston, TX

Provided Tier 2 technical support for end-user computing, including hardware/software troubleshooting and network support.

Assisted in managing and configuring Cisco routers, VLANs, and network switches to improve site performance.

Deployed and maintained Windows-based workstations, mobile devices, and enterprise applications.

Supported Active Directory user/group policy administration for access control and security enhancements.

Configured and maintained remote access solutions, including VPN and secure mobile device configurations.

Assisted in managing IT assets for 15+ vaccination and testing sites, ensuring efficient device deployment and maintenance.

IT Support Analyst Tier 2, 02/2017 - 10/2020

Northern Trust Bank - Chicago, IL

Provided Tier 2 technical support for Windows-based software, remote desktop, VPN, and network issues.

Managed Active Directory account administration, including group policy updates and security access controls.

Resolved Citrix and VDI-related performance issues for remote users.

Troubleshot and resolved VLAN, DNS, and DHCP-related issues to ensure optimal network performance.

Assisted with server patching and maintenance in collaboration with senior engineers.

Managed ServiceNow ticketing system, ensuring timely ticket resolution and documentation.

Civil IT Support Specialist, 07/2010 - 05/2015

Iraqi Ministry of Defense - Baghdad, IQ

Provided Tier 2 IT support for Windows and Linux-based systems, including troubleshooting software and hardware issues.

Managed Active Directory user provisioning and security policies for military personnel.

Assisted in Cisco network configurations, VLAN management, and firewall troubleshooting.

Provided technical support for over 35,000 on-site and remote users, ensuring secure access to critical systems.

Demonstrated advanced product knowledge to solve customer issues.

Supported customers with online billing, access, and account issues.

Served as first point of contact for incoming technical service calls and emails.

Stayed abreast of latest software developments to enhance job knowledge.

Developed disaster recovery plans, including backup and data redundancy strategies.

Assisted in network security monitoring, identifying, and mitigating cyber threats to classified military systems.

Analyzed project requirements and created test plans accordingly.

Resolved complex technical issues by providing innovative solutions.

Assisted in the development and updating of technical documentation and support guides.

Analyzed support tickets to identify trends and recommend product improvements to the development team.

Maintained up-to-date case documentation for future reference.

Assisted customers with password resets, account unlocks, and security settings adjustments.

EDUCATION AND TRAINING

Bachelor of Science, Computer Science, 06/2005

Al Mamoun University College

CONTACT

Address: Houston TX

Phone: 773-***-****

Email: ***.***********@*****.***

WWW: Bold Profile

SKILLS

Technical assistance and support

Active Directory operations

Network troubleshooting skills

SCCM deployment strategies

VPN configuration expertise

Device management solutions

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