It Support Technical

USMAN ABDULSALAM

Carteret, NJ ***** +1-862-***-**** ******************@*******.***

PROFESSIONAL SUMMARY

Detail-oriented IT Support/System Administrator with 5+ years of experience managing and supporting enterprise systems, end-user environments, and cloud-based solutions. Skilled in Epic Hyperspace, Active Directory, Azure Entra ID, Office365, Exchange Online, and Windows Server administration. Proven expertise in technical support, system maintenance, user access management, and incident resolution. Adept at using ServiceNow, Zendesk, and Jira to manage ITSM workflows. Seeking to leverage technical skills and collaborative mindset in a dynamic system administration role.

TECHNICAL SKILLS

Cloud & Identity Management: Azure Entra ID, Office365 Administration, Microsoft Exchange Online, Epic Hyperspace

Directory & Server Systems: Active Directory, Group Policy Management, Windows Server 2019/2022

Ticketing & ITSM Tools: ServiceNow, Zendesk, Jira Service Management, Cherwell, ConnectWise

Remote Support Tools: Citrix Workspace, Remote Desktop, BeyondTrust (Bomgar), TeamViewer, LogMeIn

Hardware & Software Support: System imaging, Windows/macOS support, iOS/iPadOS configuration

Networking: TCP/IP, DNS, DHCP, LAN/WAN troubleshooting, network printer setup Monitoring & Infrastructure: Asset Management, Patch Management, Preventive Maintenance

Collaboration Tools: Microsoft Teams, Zoom,Webex, Slack CRM & Business Tools: Salesforce Lightning, Kayako, HubSpot ITIL Knowledge: Incident, Problem, Change

PROFESSIONAL EXPERIENCE

System Administrator – Truist Bank (Nov 2022 – April 2025)

● Managed Azure Entra ID and Active Directory for identity provisioning, MFA, and access control

● Supported Office365, Teams, and Exchange Online across 850+ users (on-prem and remote)

● Handled system updates, GPO configurations, and device compliance for Windows Server 2019/2022

● Responded to incidents via ServiceNow and provided remote support using TeamViewer and Bomgar

● Performed system backups, patching, and user onboarding/offboarding workflows

● Supported hybrid AD environments and ensured endpoint security configuration IT Support Specialist – RWJBarnabas Health (Feb 2020 - Oct 2022)

● Provided technical support for end-user issues on laptops, iPads, and Windows systems

● Troubleshot connectivity (LAN/WAN, DNS/DHCP), resolved OS/application issues

● Performed account provisioning, password resets, and mobile device support (iPad/iOS)

● Performed deployments, imaging, and patching of endpoints

● Managed tickets using Cherwell and Jira Service Desk, escalating when needed

● Supported Active Directory tasks and ensured inventory accuracy through asset tagging

● Maintained HIPAA compliance during all technical operations EPIC Trainer – University Hospitals (July 2019 - Jan 2020)

● Maintain a high level of knowledge about Epic Ambulatory software and stay up to date on any new features or updates.

● Participate in testing and validation of Epic Ambulatory software to ensure that it meets the needs of end-users

● Interact with technical support teams on behalf of end users to ensure that problems are properly escalated and quickly fixed

● Monitor end-user adoption of Epic Ambulatory software and identify areas for improvement or additional training

● Collaborate with other members of the project team to ensure that end-users receive the necessary support and resources for successful epic implementation.

● Maintained HIPAA compliance during all technical operations Ambulatory Support/ MyChart Trainer - MONTIFIORE Hospitals (Feb 2019 – July 2019)

• Led initiatives to facilitate process change and ensure smooth transitions to new systems, focusing on enhancing user adoption and minimizing disruptions.

• Provided hands-on assistance to front desk staff during the implementation of MyChart, offering real-time guidance and troubleshooting.

• Trained staff on key MyChart functionalities, including patient sign-up, PreCheck-In processes, and accurate upload of insurance cards.

• Drove the adoption of MyChart by implementing best practices, including the opt-in process for SMS notifications, to improve patient engagement and system utilization.

• Trained physicians on setting up smart tools and personalized order Panels for all relevant ADT orders.

• Showed end users how to customize the dashboard to have easy access to patient information and history

• Assisted in optimizing patient engagement through effective communication and by guiding staff on how to encourage patients to utilize MyChart features, such as PreCheck-In and SMS notifications.

• Collaborated with clinical teams to identify areas of improvement within existing workflows, ensuring that the integration of MyChart processes enhanced overall efficiency and accuracy. EDUCATION & CERTIFICATIONS

● B.Sc. Biology and Education – Lagos State University (Jan 2015)

● Associate Degree – Computer Science and Technology, Essex County College (May 2018)

● Certified Agile Project & Delivery Management (Apr 2022).

● CompTIA A+ certification

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