IT Helpdesk & IT Operations Supervisor Specialist

ALAA IBRAHIM

Sacramento, ***** United State 1-682-***-**** ****************@*****.***

SUMMARY

ITHT Supervisor expert in IT support, team leadership, troubleshooting. Led 35+ team with Smart BERB, Monday.com, Salesforce, ServiceNow for remote support, workflows, hardware fixes. Excelled SLA, endpoint protection, HIPAA; boosted productivity/uptime 20-35%. SKILLS

● Team Supervision

● SLA Management

● Workflow Optimization

● Employee Training

● IT Project Management

● Remote IT Support

● Ticketing Systems

● Endpoint Protection

● Network Troubleshooting

● Hardware Repair

● HIPAA Compliance

● Microsoft 365 Configuration

EXPERIENCE

ITHT Supervisor 07/2025 to Current

Sprout

● Supervised a team of 35 warehouse operations employees, driving a 20% increase in productivity and a 15% reduction in errors by implementing targeted coaching and precise KPI monitoring.

● Managed SLA loads efficiently to ensure 100% on-time task completion, resulting in improved service quality and consistent customer satisfaction metrics.

● Enhanced workflow efficiency by automating task tracking and resource allocation through Smart BERB and Monday.com, reducing task completion times by 25%.

● Developed and facilitated comprehensive training programs that elevated employee skills and mitigation operational errors, contributing to a 10% boost in team retention.

● Coordinated cross-departmental IT support alignment with operational objectives, leading process improvements that increased overall operational efficiency by 18%. Systems Engineer 03/2022 to 01/2025

Wisetek USA

● Led and coached a team of 13 IT technicians, accelerating their professional growth, reducing onboarding time by 30%, and enhancing technical support quality.

● Integrated Salesforce, SharePoint, and ticketing systems with business goals to improve IT service delivery, resulting in a 20% reduction in incident response times.

● Rendered comprehensive remote IT support across multiple locations, minimizing downtime by 35% through effective use of Salesforce CRM, SharePoint, and ServiceNow platforms.

● Directed process optimization and special projects that increased operational efficiency by 22%, while strengthening system reliability and IT governance.CFf Call Center Representative 04/2020 to 09/2021

Covered California

● Administered exceptional multichannel customer support including phone, email, and chat, resolving enrollment inquiries with a 95% satisfaction rate and high retention outcomes.

● Processed and secured sensitive customer data rigorously in compliance with HIPAA regulations, ensuring zero breaches and maintaining organizational trust.

● Spearheaded high volumes of inquiries efficiently, reducing average resolution time by 20% through effective communication techniques and CRM utilization.

● Streamlined call center operations by recommending improvements that refined performance metrics, reducing hold times and increasing call resolution rates. Help Desk Technician 04/2018 to 04/2020

Apple

● Diagnosed and resolved complex hardware and software issues for macOS and iOS systems, improving first-contact resolution rates by 30% and reducing repeat incidents.

● Delivered remote and in-person technical support for user accounts and endpoint devices, boosting system uptime and user satisfaction scores substantially.

● Operated comprehensive system testing and root cause analysis for networking and IP connectivity issues, driving a 25% decrease in recurring technical problems.

● Implemented endpoint protection and security configurations that strengthened device security and trimmed vulnerability incidents by 20%. IT Technical Support 05/2017 to 04/2018

INTCH

● Implemented expert IT technical support including system maintenance, hardware installations, and troubleshooting, enhancing operational continuity and end-user productivity.

● Supported IT infrastructure upgrades and endpoint management, contributing to the implementation of robust cybersecurity measures.

● Configured Microsoft 365 and optimized desktop environments, improving collaboration tools efficiency by 22% for organizational users.

● Governed service requests and SLA adherence through ticketing systems, increasing response rate and customer satisfaction by 20%.

Desktop Support Technician 01/2011 to 01/2016

ElMohamid for Medical Services

● Executed advanced troubleshooting and hardware setups within healthcare environments, ensuring 99% system availability and supporting clinical workflow reliability.

● Conducted rigorous compliance audits to enforce data integrity and adherence to medical IT regulations, preventing security breaches.

● Streamlined desktop maintenance processes that reduced system outages by 15%, enhancing healthcare service delivery continuity.

Office Assistant 01/2009 to 01/2011

The National Ribat University

● Deployed accurate administrative support including data entry, scheduling, and document management that amplified university office efficiency by 20%.

● Orchestrated logistics and event planning for academic functions, ensuring seamless execution and positive stakeholder experiences.

● Maintained organized faculty and student records, improving retrieval time and data accuracy significantly.

EDUCATION

Bachelor's Degree: Information Technology

National Ribat University Sudan

CERTIFICATION

CBR & First Aid Certification

ICMI - International Customer Management Institute CCNA #HRJ#3a8b7b54-a88b-4c9b-9efd-7392915c7c5c# - Cisco Certified Network Associate

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