Aly Ouattara
Silver Spring
Summary
Experienced IT professional with a successful track record in fast-paced, professional settings. Strong troubleshooting abilities in hardware and software, with a focus on delivering exceptional customer experiences.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support Technician
100KODE
03.2025 - Current
- Provide Tier 1 and Tier 2 technical support for hardware, software, network, and application issues.
- Respond to IT service requests and incidents via ticketing system, email, or phone.
- Set up, configure, and maintain desktops, laptops, mobile devices, printers, and other peripherals.
- Manage user accounts, permissions, and email setups in Active Directory and Office 365.
- Troubleshoot connectivity issues including VPN, Wi-Fi, LAN, and VoIP systems.
- Support deployment and patching of operating systems and applications.
Help Desk
Tram’s Insurance Agency
04.2023 - 01.2025
- Provide first-level technical support via phone, email, or ticketing system.
- Troubleshoot issues related to insurance software platforms (e.g., claims, underwriting, CRM, policy management systems).
- Assist with setup and maintenance of user accounts, permissions, and passwords.
- Resolve issues related to Windows, Office 365, printers, VPN, and remote access.
- Log all support requests accurately and update tickets regularly until resolution.
- Escalate complex problems to Tier 2/3 support or vendors as needed.
- Educate users on best practices, security policies, and available IT tools.
Account Manager
Diamsy Auto Export
06.2017 - 10.2020
- Develop and maintain relationships with individual and business customers.
- Understand client needs and recommend appropriate vehicle options (new or used).
- Manage all aspects of the sales process, from inquiry to closing.
- Ensure high customer satisfaction through regular check-ins and after-sale support.
Education
Master of Science - CyberAccounting
University of Maryland Global Campus
Adelphi, MD08-2025
Associate Degree - Accounting
Prince George’s Community College
Largo, MD05.2023
Master of Science - Accounting And Cyber
University of Maryland Global Campus
ADELPHI,MD08-2025
Skills
- Hardware management and troubleshooting
- Software: Windows 10 & 11; Android OS; MS Office Suite; Google Apps; MS Server 2019; VMware Workstation; Mobile Device Management, VirtualBox, Microsoft 360, Visual Studio Code, Linux, Command Line Interface(CLI)
- Networking: WEPx, WPAx, and SSID; Firewall, Data Encryption, Active Directory; DHCP, and DNS Server; Group Policy Management Fundamentals; 80211/ PAN/ LAN/ Design, Configuration, and Troubleshooting; Remote Desktop Assistance; VPN, NAT, PAT, and VLAN Configuration
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Endorsements in software development and mobile applications.
Certification
Certification: Google IT Support Professional | CompTIA A+ (Passed Core 1)
Training
- Per Scholas IT Training, Silver Spring, MD June 2024 – October 2024
- CompTIA A+ | Google IT Support | Windows Server | Active Directory | Professional IT Career Skills
- Careerist QA Analyst Training, California May 2022 - August 2022
- Software QA Analyst
Technical Experience
- Help Desk 2023 - 2024
- Setting up new user accounts in Active Directory or other user management systems.
- Assist with connecting devices to the wireless network and resolve issues related to Wi-Fi connectivity.
- Assisted users with password resets or unlocking accounts that have been locked out due to failed login attempts.
- Troubleshoot issues related to network connectivity, such as users being unable to access the internet or internal resources.
- Configured and managed DHCP and DNS servers to ensure proper network operation.
- Recorded details of support requests, including the nature of the problem and how it was resolved.
- Software QA Engineer | Careerist | Burtonsville, MD | May 2022 - January 2023
- Accomplished monitoring the quality of the product/ software during all stages of development in an Agile environment
- Developing, and executing test cases and test suits for various functionalities according to the requirements
- Testing consistency across mobile devices, browsers, and operating systems planning, daily scrums, and sprint retrospectives
Languages
French
Native or Bilingual
Timeline
IT Support Technician
100KODE
03.2025 - Current
Help Desk
Tram’s Insurance Agency
04.2023 - 01.2025
Account Manager
Diamsy Auto Export
06.2017 - 10.2020
Associate Degree - Accounting
Prince George’s Community College
Master of Science - CyberAccounting
University of Maryland Global Campus
Master of Science - Accounting And Cyber
University of Maryland Global Campus
Similar Profiles
Katherine ZaldanaKatherine Zaldana
Paralegal at Bacon, Thornton & PalmerParalegal at Bacon, Thornton & Palmer
Priscilla SorseyPriscilla Sorsey
Unit Secretary at Hebrew Home of Greater WashingtonUnit Secretary at Hebrew Home of Greater Washington
Jenifer AyalaJenifer Ayala
Assistant Manager at Servicios Dentales HispanosAssistant Manager at Servicios Dentales Hispanos
NNEAMAKA NDUJIFENNEAMAKA NDUJIFE
Customer Service Representative at Wells FargoCustomer Service Representative at Wells Fargo
Killian Cho BanatakeKillian Cho Banatake
IT support technician at Tech Solutions Inc.IT support technician at Tech Solutions Inc.