Data Analyst It

Laurel, MD ***** 240-***-**** *********.***@*****.***

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HAIDER ALI

SERVICENOW & IT DATA ANALYST

PROFESSIONAL SUMMARY

Results-driven IT Analyst specializing in optimizing system performance, security, and cyber defense. Expert in transforming business needs into streamlined digital workflows on the ServiceNow Platform, managing the full application lifecycle from development and configuration to integration. Proven success in enhancing core ITSM processes (Incident, Problem, Change, Service Catalog) to improve service delivery, reduce resolution times, and boost user satisfaction. A collaborative problem-solver focused on strengthening security postures, minimizing downtime, and enhancing system resilience through virtualization and endpoint protection. Leverages excellent communication and leadership skills to deliver customer-centric solutions that drive impactful business results

ACCOMPLISHMENTS

Resolved 50+ weekly IT tickets via ServiceNow with 98% satisfaction, automating workflows to cut resolution time by 30%.

Provided cross-platform support (Windows, Mac, Linux) for 1200+ staff, minimizing downtime.

Identified recurring software issues and collaborated with our IT team to deploy a patch, reducing related tickets by 70% .

Received multiple positive client recommendations for professionalism and calm support during high-stress outages.

Trained 3+ new helpdesk hires on internal ticketing system and support procedures.

Initiated weekly knowledge-sharing sessions, leading to increased team confidence and quicker resolutions.

SKILLS

Splunk Optimization (Log Ingestion, Indexing, Dashboards, Alerts) Skilled in quantitative and qualitative research methods, including survey design (Qualtrics), focus groups, and advanced statistical analysis.

Experienced ServiceNow Administrator skilled in platform customization, workflow automation, incident/change management, and reporting data visualization tools to translate insights into actionable reports.

Skilled in cloud security monitoring and incident response, including detecting and mitigating threats in AWS/GCP/Azure (e.g., investigated and contained a credential compromise via AWS GuardDuty

Used Splunk SOAR to orchestrate security workflows, reducing response time for phishing and malware incidents

Hands-on experience with Endpoint Detection and Response (EDR) tools, including Microsoft Defender for Endpoint (MDE), Elastic XDR, Carbon Black, and CrowdStrike

Security & Authentication: Implemented and managed MFA solutions (Duo Security, Microsoft Authenticator, Okta) to enforce identity verification, reduce unauthorized access, and comply with NIST security policies

Applied NIST lifecycle (Preparation, Detection, Analysis, Containment) to investigate a phishing campaign leveraging MITRE Attack T1192, resulting in enhanced endpoint controls

Experienced in static and dynamic malware analysis using tools like IDA Pro, Ghidra, and x64dbg

Administered Jamf Pro for 200+ macOS/iOS devices, deploying software/policies via Scope (95% success rate) and troubleshooting kernel extensions/security updates

WORK HISTORY

IT ANALYST AND HELPDESK SPECIALIST 02/2010 to 02/2025

Westat, Rockville MD, Rockville, MD

Provided comprehensive IT support for company staff, optimizing system efficiency and resolving a wide array of Windows, Mac, IOS, Android, and Linux system technical issues.

Active Directory infrastructure: Managed and secured Active Directory for 1,200+ users, automating account provisioning (PowerShell), enforcing least-privilege access, and reducing breach risks by 30%. Slashed helpdesk ticket volume by 40% via self-service password resets (SSPR) and streamlined permissions. Achieved 100% compliance in audits through Group Policy controls and quarterly access reviews. Integrated AD with Azure AD for seamless SSO, enabling secure remote access

Configured and supported enterprise security tools, including FortiClient Security, Microsoft Endpoint, and asset management via Okta

Deployed and managed virtual machines using VMware ESXi and Oracle VM Manager.

Administered Jamf Pro for 200+ macOS/iOS devices, deploying software/policies using Scope (95% success rate), troubleshooting kernel extensions/security updates, and reducing support tickets by 35% via automated self-service portals.

Secured and optimized enterprise email systems (Outlook/Exchange Online), resolving critical inbox issues, enforcing retention policies for legal compliance, and eliminating PST file risks through centralized archiving. Migrated mailboxes to cloud with zero data loss while implementing MFA and DLP policies, reducing phishing breach risks by 40%.

Provided comprehensive Microsoft Office support across Outlook, Teams, OneDrive, SharePoint, Excel, Word, PowerPoint, and Access. Specialized in troubleshooting sync issues, performance optimization, template errors, and add-in conflicts. Managed user access through Office 365 admin, permissions, and licensing while ensuring seamless functionality across desktop, mobile, and cloud (O365) platforms

Designed, customized, and managed Salesforce CRM solutions to streamline data, service, and marketing operations, improving efficiency by 30%. Led end-to-end implementations, user training, and automation (Flow, Process Builder) to enhance reporting and customer data management

Microsoft Dynamics 365 CRM Specialist Configured and optimized Dynamics CRM modules (Sales, Customer Service, Marketing) to automate workflows, improve data visibility, and enhance customer engagement strategies

Provided Microsoft Teams administration and support, including troubleshooting meetings/chat, managing external user access via Teams Admin/SharePoint, and enforcing security policies for cross-org collaboration

Worked closely with end users, including management, directors, and board members (vice presidents and President) through phone, teams, and in person to understand IT challenges, ensuring seamless solutions aligned with customer needs and business goals to meet efficiency.

EDUCATION

University of Maryland, College Park, MD

Bachelors, English and American Studies, 01/2009

CERTIFICATIONS

Comptia Security+ Certification (2025)

Splunk Core Certified Power User (2025)

ServiceNow Administrator Certification (2025)

LANGUAGES

Arabic

Spanish

PROJECTS

Project 1: Hacking Adventures with Kali Linux

· Conducted hands-on penetration testing using Kali Linux to simulate real-world hacking scenarios.

· Explored and exploited vulnerabilities in various systems, enhancing practical cybersecurity skills.

· Applied ethical hacking techniques to identify and address security weaknesses effectively.

Project 2: Vulnerability Assessment with OpenVAS

· Executed comprehensive vulnerability assessments using OpenVAS to identify potential security risks.

· Analyzed scan results to prioritize and remediate vulnerabilities, ensuring a robust security posture.

· Developed a systematic approach to proactively manage and enhance the organization's cybersecurity resilience.

Project 3: Endpoint Analysis with Velociraptor

· Conducted detailed examinations of endpoints to identify and respond to security incidents promptly.

· Enhanced incident response capabilities by utilizing Velociraptor's powerful endpoint monitoring features.

Project 4: Real-Time Security Monitoring with Wazuh

· Deployed Wazuh for real-time security monitoring, providing continuous threat detection.

· Configured and fine-tuned Wazuh rules to align with the organization's security policies.

· Strengthened the incident detection and response capabilities with effective real-time monitoring.

Project 5: Network Traffic Analysis with Wireshark

· Conducted in-depth network traffic analysis using Wireshark to identify anomalies and potential threats.

· Interpreted packet captures to analyze communication patterns and detect malicious activities

Improved network security by gaining insights into traffic behavior and implementing proactive measures.

AWARDS

Outstanding IT Support - Recognized for exceptional troubleshooting and problem-solving skills (2012-2019), 10-Year Service Recognition – Honored for a decade of dedication and excellence in IT support (2020)

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