Khadim Mboup

• Administer and configure system accounts in Active Directory, SCCM, OKTA, Symantec VIP, Druva-Sync, Bloomberg Terminal, Citrix Director, Citrix Cloud, BitLocker, JAMF, Flexera, and Adaxes.
• Image new devices via PXE through SCCM while ensuring proper licensing and IT asset lifecycle compliance, including data destruction and IT asset recycling.
• Resolve escalated technical tickets that cannot be solved by the call center, assisting users onsite and remotely via phone, email, and Microsoft Teams.
• Utilize the Jira ticketing system to track and manage IT service requests efficiently.
• Conduct security scans on systems, diagnosing and resolving security-related issues.
• Perform troubleshooting to diagnose, repair, replace parts, and debug technical problems.

• Manage, update, and resolve tickets using ServiceNow and Kyndryl Heartbeat.
• Image and deploy desktops, laptops, and other devices.
• Provide remote technical support for Medstar users, including device refresh assistance.
• Install, configure, and troubleshoot medical equipment.
• Diagnose and resolve hardware, network, and software issues remotely.

• Resolved IT tickets via SOM and ServiceNow.
• Installed and maintained hardware/software, including personal workstations and mobile devices.
• Managed server resources (RAM, CPU, Disk modifications).
• Performed troubleshooting, system upgrades, and asset deployments.
• Assisted with IT escalations and resolved infrastructure issues.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Assisted in development of system security protocols.

• Provided IT support via phone, chat, and email.
• Troubleshot workstations, printers, and network issues.
• Managed Active Directory accounts (password resets, account unlocks).
• Imaged and deployed laptops, ensuring smooth operations.
• Used Microsoft Endpoint and Intune for device management.
• Installed and configured software, printers, and VPNs.
• Managed inventory tracking for IT assets and software.

• Used ticketing system (Jira) to manage and process support actions and requests.
• Provided technical support to students, faculty, and staff.
• Resolved Outlook, email distribution, and network-related issues.
• Managed user accounts, reset passwords, and modified user groups.