IT System Administrator with Open-Source Expertise

USMAN YUSSUF

E-Mail: *********@*****.***

SUMMARY:

Highly innovative and diligent, with Information Technology experience; a System Administrator with expertise in multiple open-source Operating Systems, with keen attention to detail. Passionate about improving network uptime and driving system availability. Strong customer service experience, with the ability to work within a team environment, or independently. Highly motivated and collaborative, with excellent work ethic, and the ability to critically think and add value in any environment. A dedicated self-starter and student with the ability to multi-task and manage time effectively. An organized self-starter with demonstrated leadership & teamwork capabilities, who is astute, flexible, customer-service oriented and interpersonally skilled.

TECHNICAL SKILLS:

Strong analytical skill; skilled in trouble shooting information system issues, computer-networking knowledge

Point of Sale (POS) System Operations, Problem-Solving, Hardware Installation, Application Configuration

Effective Customer Management, System Testing, Verbal and Written Communication and Data Backup; skilled in RedHat Servers, Disaster Recover and Application Testing.

Knowledge of Linux servers, and the following applications: Microsoft 365, Adobe Acrobat Professional, and Final Cut Pro.

Professional Experience:

Service Desk Technician

Mission Square Retirement IT Department Remote or On-site July 2024- still currently working

Provided first-level technical support for internal users and external clients, ensuring timely resolution of hardware, software, and network issues. Delivered exceptional customer service while maintaining system performance and user satisfaction across Windows and macOS environments.

Key Responsibilities:

Window 11 deployment

PowerShell

Intune

Azure

Copilot

TalkDesk (application)

Programmed conference rooms

Asset Management ( kill disk, deployments, device inventory)

• Responded to service desk tickets via phone, email, chat, and video calls, resolving technical issues efficiently.

• Diagnosed and troubleshot problems related to desktops, laptops, mobile devices, printers, and network connectivity.

• Managed user accounts and permissions in Microsoft 365 and Google Workspace.

• Documented support activities and maintained accurate records in ticketing systems such as ServiceNow or ConnectWise.

• Installed, configured, and updated operating systems, applications, and hardware.

• Supported VPN access, firewall configurations, and small business network setups.

• Participated in IT projects including system upgrades, device rollouts, and process improvements.

• Educated users on basic troubleshooting techniques and IT best practices.

Tools & Technologies:

• Microsoft 365, Google Workspace

• ServiceNow, ConnectWise, HaloPSA

• Windows OS, macOS

• VPN, Firewalls, Active Directory

• Remote monitoring tools (e.g., NinjaOne, Remote Help)

Skills & Qualifications:

• Strong communication and customer service skills.

• 3+ years of experience in IT support or helpdesk roles.

• Familiarity with ITIL practices and service desk operations

Jr. Systems Administrator (Internship)

Lasting Moments Production, MD January 2022 – December 2022

Worked on tasks associated with monitoring and maintaining employer’s computer system infrastructure.

Tested operational changes before code deployment

Troubleshot technical issues that arose and created fixes to address issues.

Installed, configured, and maintained a wide variety of Citrix Xen Desktop deployments.

Managed a variety of Linux and Windows servers

Created and maintained documentation related to system configuration, diagrams, processes, and service records.

Scanner

Amazon, TX January 2022 – March 2022

Scanned several products per day and put away at correct warehouse locations.

Prepared requested orders by pulling materials, packing boxes and placing packaged items in delivery staging area.

Utilized various scanning hardware, computer programs and applications to scan files and product-related documents

Sales Representative

Spark Energy, TX April 2021 – November 2021

Developed key customer relationships to increase sales.

Developed customized sales techniques to successfully sell and upsell

services to new and existing clients.

Contacted new and existing customers to outline benefits of products.

Fostered relationships with customers to expand customer base and retain

business.

Created successful strategies to develop and expand customer sales.

Identified customer needs and deliver relevant product solutions and

Promotions; and met target budgets.

Followed-up with clients after installations to assess quality service and

customer satisfaction.

Drove substantial sales through suggestive selling and by promoting

add-on purchases.

Used excellent verbal skills to engage customers in conversation and

effectively determine needs and requirements.

EDUCATION

University of Maryland, Global Campus, Adelphi, Maryland

Bachelor of Science, Information Technology (in progress)

Certification

A+ In progress

CompTIA A+, Network+ Azure(pending)

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