Senior IT Operations & Endpoint Engineer

Jalal Mohammed

213-***-**** ***************@*****.*** https://www.linkedin.com/in/jalal-f-mohammed/ Professional Summary

IT professional with over 8 years of experience providing enterprise-level technical support across Windows and macOS environments. I am skilled in Microsoft 365 administration, endpoint management, and software deployment using SCCM, MECM, and Intune. Proven expertise in troubleshooting hardware, networking, and application issues while ensuring system reliability and user satisfaction. Adept at supporting large-scale environments, managing device lifecycles, and delivering responsive, high-quality service in fast-paced settings. Experience

Coupang Apr 2025 - Oct 2025

IT Operations Engineer Seattle, WA

•Managed day-to-day IT operations across Windows and macOS environments, ensuring system uptime, application performance, and adherence to SLA targets.

•Supported enterprise infrastructure including Microsoft 365, Intune, and network services (VPN, DNS, Wi-Fi), providing Tier 2/3 troubleshooting and root cause analysis.

•Deployed and maintained endpoint devices using SCCM and JAMF, overseeing imaging, patching, and compliance for distributed teams.

•Collaborated with global IT and security teams to automate operational tasks, improve incident response workflows, and enhance overall system reliability.

Blueprint Technologies, MS Defender Aug 2023 - Feb 2025 Endpoint Support Engineer

•Provided Tier 2/3 endpoint protection support, analyzing Defender alerts and event logs to identify threats.

•Conducted malware remediation, vulnerability verification, and device health assessments.

•Partnered with global SOC and InfoSec teams to improve incident escalation and response playbooks.

•Supported endpoint onboarding and compliance reporting through Intune and Azure AD integration. Remote

Meta Platforms Oct 2021 - Apr 2023

Enterprise Support Engineer Redmond, WA

• Delivered Tier 2/3 IT support for Mac and Windows endpoints in hybrid enterprise environments, boosting system uptime and elevating user satisfaction.

• Managed and optimized Jira-based workflows, improving issue tracking and resolution processes, which led to 20% faster response times and a 15% increase in team productivity.

• Diagnosed and resolved VPN, DNS, and network issues; escalated critical cases to infrastructure teams. Bill & Melinda Gates Foundation Mar 2021 - Sep 2021 IT Field Technician II Seattle, WA

•Delivered hands-on macOS support, including JAMF MDM configuration, onboarding, and hardware lifecycle management.

•Facilitated large-scale AV/Zoom room setups, which improved meeting efficiency and strengthened team collaboration.

•Resolved endpoint, network, and peripheral issues while maintaining SLA compliance. Unisys Apr 2019 - Dec 2020

IT Field Engineer Redmond, WA

• Enhanced on-site and remote IT support on macOS, Windows, and Linux systems, boosting system uptime by 20% and increasing user satisfaction.

• Ensured compliance and security by using SCCM for policy enforcement and timely patch management, resulting in zero security breaches.

• Documented incidents and escalations to streamline service desk workflows, reducing resolution times and improving efficiency 3R Technology Jul 2017 - Oct 2018

Computer Technician Seattle, WA

•Repaired, reimaged, and deployed Apple MacBooks and desktops for SMB clients.

•Configured security tools and performed remote troubleshooting of hardware/software, ensuring secure and reliable client systems

•Assisted with network setup and endpoint onboarding. Education & Certifications

Bellevue College Jun 2021 - Jan 2023

Bachelor of Applied Science, Networks & Cybersecurity Bellevue College Jan 2019 - May2021

Associate Degree, Cloud Computing

Certification

•CompTIA Security+ Certified:October 2023

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