Technical Solutions Engineer-IT Support Specialist
Resume:
Redwood City, CA
******.********@*****.*** https://www.linkedin.com/in/fatimaaljafari
PERSONAL SUMMARY:
IT support professionals with 5+ years of experience troubleshooting and advocating for customer needs, and triaging technical issues across hardware, software, application, and operational domains. Skilled in computer networking and web technologies (TCP/IP, DNS, DHCP, VLAN), system administration (Windows, Linux/Ubuntu, Active Directory), and PowerShell scripting. Strong track record diagnosing root cause, driving issues to resolution, and collaborating cross-functionally to improve tools, documentation, and processes. Seeking to bring this troubleshooting and customer-advocacy expertise to a Technical Solutions Engineer role supporting Google Cloud customers.
SKILLS:
Troubleshooting & customer advocacy
Root-cause diagnosis & issue triage
Networking: TCP/IP, DNS, DHCP, VLAN
System Administration: Windows & Linux
Active Directory, Azure AD, SCCM, JAMF
PowerShell scripting
Knowledge of ITSM: ServiceNow, Jira, Zendesk
MDM/Endpoint Management (Intune, TruU)
Documentation: SOPs, user guides, bug reports
Language English & Arabic
EXPERIENCE:
Sr IT Information Technology Specialist 04/2024 – Present
City of Palo Alto, Palo Alto, CA
Own and triage technical issues — hardware, software, application, and operational — for 400+ end users across City departments (Police, Libraries, Council Members), advocating for customer needs via phone, Microsoft Teams, and in person.
Diagnose and resolve complex wired and wireless network connectivity issues, including VLAN configuration and network monitoring, to maintain reliable citywide infrastructure.
Perform system administration — managing user accounts, applications, devices, and file systems — in strict adherence to security policies.
Deliver full-spectrum technical support, repair, configuration, and maintenance for computer systems and Avaya Workplace telephony across local and remote sites.
Manage and track support requests through the Team Dynamix Jira ticketing system, documenting root cause and resolution steps to improve future triage and productivity.
Develop user guides and standard operating procedures (SOPs) that improve system usability and reduce repeat issues.
Support inventory control and equipment lifecycle, including procurement, surplus disposal, and secure storage.
Information Technology Support Engineer 08/2023 – 04/2024
Stanford University, Redwood City, CA
Delivered first-line troubleshooting and root-cause diagnosis for hardware, software, peripheral, and networking issues, escalating complex cases to specialized support teams as needed.
Installed, configured, and troubleshot computing, communication, and peripheral equipment across the university environment.
Monitored system alerts, work queues, and scheduled backups to ensure data integrity and system reliability.
Applied security standard methodologies consistently across all support and administration tasks.
Managed support workflows and ticket lifecycles across ServiceNow, Remedy, and Zendesk ITSM platforms.
Sr System Engineer 08/2022 – 07/2023
Gilead Science, Foster City, CA
Delivered white-glove technical support for VIP, director, and contractor users, resolving device and network authentication issues via Active Directory and Okta Authenticator.
Diagnosed and resolved Windows OS imaging, hardware, and driver issues across a large, multi-device environment.
Triaged and resolved tickets through ServiceNow and SPARC, coordinating inventory and hardware dispatch via Dell Dispatch.
Supported and troubleshot within SCCM and JAMF environments to manage cross-platform (Windows/Mac) devices.
Supported mobile devices (iOS and Android) under MDM solutions and TruU BYOD enrollment.
Applied networking and authentication troubleshooting knowledge (RSA Token, Cisco, Azure AD) to resolve connectivity issues.
IT Support Service 02/2022 – 06/2022
Job Train Coursera, Menlo Park, CA
Provided hardware and software troubleshooting across Windows 10/11 and Mac environments.
Diagnosed and resolved connectivity issues using core networking concepts, including TCP/IP, subnetting, DNS, and DHCP.
Supported users remotely via BeyondTrust, telephony, and Webex/Slack, and on-site for hardware and software installation.
Applied PowerShell scripting and Linux (Ubuntu) troubleshooting through remote-access virtual machines.
Created and maintained tickets, bug reports, and checklists to track and resolve issues across multiple systems.
IT System Analyst / Data Integrity Consultant 02/2015 – 04/2021
Gilead Sciences, Foster City, CA
Administered Active Directory, SCCM, and JAMF environments, managing user accounts, permissions, and security groups.
Troubleshot GPO and DNS issues to maintain reliable infrastructure supporting the Data Integrity program.
Supported PowerShell-based MDM deployment via Intune Endpoint Manager across Mac, SCCM, and AD environments.
Maintained and reviewed SharePoint-based data systems, including monthly backups, archiving, and permissions management, in alignment with GxP/cGMP compliance requirements.
Monitored evolving regulatory and IT compliance requirements, ensuring documentation and reporting stayed current with the latest standards.
EDUCATION:
Bachelor of Health Science in Administration and Management, 2011
California State University East Bay, Hayward, CA
Google IT Support Professional Certificate, Information Technology 2022
Job Train / Coursera, Menlo Park, CA
Bachelor of General Science, Public Health and Environmental Health and Science 2008.
Jazira University, Jordan
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