Summary
Overview
Work History
Education
Skills
Timeline
Generic

Balla Diouf

Silver Spring

Summary

Results-oriented Desktop Support Engineer 10+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10,11, macOS and Active Directory.

Overview

11
11
years of professional experience

Work History

Software Suppor Engineer

VIsum
09.2024 - Current
  • Resolved critical software incidents using Jira, increasing operational efficiency and client trust.
  • Solved complex software issues, enhancing application uptime and user satisfaction.
  • Provided technical support, improving customer experience and loyalty.
  • Created detailed technical documentation, improving software usability and support efficiency.
  • Enhanced customer support services using Zohoo, resulting in faster resolution times.
  • Optimized system performance for clients by tuning application settings according to their specific needs and requirements.
  • Verified data integrity and consistency across multiple databases using SQL queries during backend testing efforts.

Support Engineer

Converge Technology
10.2022 - Current
  • Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
  • Collaborated with outside departments to implement system-wide improvements.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Increased client retention by building trust through excellent communication skills and timely issue resolution.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
  • Managed critical incidents to minimize downtime and business impact.
  • Improved system uptime with proactive maintenance and regular system checks.
  • Provided mentorship to junior support engineers, fostering culture of continuous learning and improvement.

Support Consultant

ITECK Solutions
06.2020 - 06.2022
  • Streamlined support processes for improved efficiency and reduced response times.
  • Conducted regular performance reviews and provided constructive feedback, fostering professional growth among team members.
  • Tailored support strategies to meet the unique needs of individual clients, promoting long-term success and client retention.
  • Managed high-priority cases with diligence, ensuring timely resolution and minimal disruption to client operations.
  • Inspected equipment, assessed functionality and optimized controls.
  • Developed and implemented policies, procedures, training and development for network resource administration, appropriate use and disaster recovery.
  • Configuration and management WatchGuard and FortiGate firewall appliance.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Maintain tickets about monitoring data, documentation of actions taken
  • Resolved computer hardware and software, printing, installation, word processing, email, and operating systems issues.
  • Trained both internal and off-site users in repairing and resolving recurring issues.
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Documented business processes and analyzed procedures to see that they would meet changing business needs.
  • Participated in requirements meetings and data mapping sessions to understand business needs.
  • Manage client back up software.
  • TCP/IP LAN/WAN VPN.
  • Assisted with installing, configuring and administrating Hypervisors (VMware, Hyper-V) and guest OS's (Windows and Linux).
  • Assisted with VM replication, clones, back-ups, monitoring, and troubleshooting.
  • Installed and maintain desktop and laptop computers for PC and Macintosh.
  • Assisted with installing, configuring, and administrating physical compute and storage nodes.

IT Analyst

Glaxosmithkline Llc
02.2019 - 06.2020
  • Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
  • Improved user experience, monitoring feedback and making necessary adjustments to software applications.
  • Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
  • Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Enhanced interfaces to promote better functionality for users.
  • Planned computer systems using information engineering, data modeling, and structured analysis.
  • Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
  • Setup equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation
  • Resolve problems while maximizing client use of computing resources. Server management, software troubleshooting, VPN, CISCO, software.
  • Analyze and monitor server security and implement patches and fixes to address potential security holes. Provide technical oversight of a multi- site enterprise level WAN, including planning, implementation/ expansion, maintenance, and troubleshooting.
  • Design, deploy, and administer the wireless infrastructure and supporting systems.000

IT Help Desk

Johnson Controls
04.2016 - 08.2018
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Walked individuals through basic troubleshooting tasks.
  • Documented support interactions for future reference.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services
  • Provided basic end-user troubleshooting and desktop support.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware and granted system permissions to new employees.
  • Provided on-call support for critical issues related to software.
  • Monitored systems in operation and quickly troubleshot errors.

Student Help Desk

Lansing Community College
08.2013 - 04.2016
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing clear instructions.
  • Streamlined the help desk ticketing process for quicker response times and improved resolution rates.
  • Assisted in updating and maintaining the knowledge base, facilitating faster issue resolution for both technicians and users.
  • Collaborated with IT team members to diagnose and resolve complex technical problems, reducing downtime for end-users.
  • Help students reset credentials.
  • Actively participated in IT training sessions to stay current on emerging technologies and best practices, enhancing service quality provided to end-users.

Education

Bachelor of Science - Information Technology (cyber Security)

Strayer University

Comptia Sec+

Skills

  • Critical thinking
  • Information protection
  • Data encryption methods
  • Mobile device management
  • Virtualization management
  • Zendesk, ServiceNow, Connectwise manage, Zoho, Jira
  • Virtualization support
  • Understanding of virtualization technologies
  • Office 365 security
  • Office 365 management
  • Connectwise,
  • Saas, Iaas, Paas
  • Patching
  • End-Pont protection tools
  • Citrix
  • DNS, DHCP, TCP/IP
  • JAMF
  • Penetration testing
  • SIEM(SPLUNK, QRADAR7, etc)
  • Fortinet, Watchguard, Cisco Palo alto

Timeline

Software Suppor Engineer

VIsum
09.2024 - Current

Support Engineer

Converge Technology
10.2022 - Current

Support Consultant

ITECK Solutions
06.2020 - 06.2022

IT Analyst

Glaxosmithkline Llc
02.2019 - 06.2020

IT Help Desk

Johnson Controls
04.2016 - 08.2018

Student Help Desk

Lansing Community College
08.2013 - 04.2016

Comptia Sec+

Bachelor of Science - Information Technology (cyber Security)

Strayer University

Similar Profiles

CREATE PROFILE
Balla Diouf