Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Mahamed Mohamed

Silver Spring

Summary

Dynamic IT professional with a proven track record, excelling in hardware and software repairs while achieving zero downtime during system upgrades. Proficient in Microsoft Office Suite and adept at troubleshooting, I deliver exceptional technical support and foster effective communication, ensuring user satisfaction and operational efficiency.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Help Desk 2

Grove Resource Solutions, Inc.
Bethesda
10.2022 - Current
  • Contracted by the National Institute of Heath to Provide top notch IT help desk assistance.
  • Taking the role of queue manager to sort out user tickets using ServiceNow.
  • Activating/ resetting user credentials using Active Directory.
  • Installing, making changes, and repairing computer hardware and software on Windows, Mac OS, iOS, and Android.
  • Providing administrative support for users of programs such as, Microsoft Sharepoint, Microsoft Teams, and Zoom.

IT Help Desk 1

Narco Tech
Gaithersburg
11.2020 - 10.2022
  • Managing Helpdesk tickets in a timely manner.
  • Serving as the first point of contact to technical assistance queries on the phone, via email, in person, or through remote access.
  • Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
  • Installing, making changes, and repairing computer hardware and software.

IT Help desk 1

Summit Management
Alexandria
11.2019 - 11.2020
  • Installed 30+ new PC workstations and laptops with Windows 10 and MS Office 365. Achieved zero downtime through cloud data redundancy during changeover.
  • Performed 100+ successful hardware and software repairs per week.
  • Resolved 20+ trouble tickets per day through efficient triaging of problems.

Teaching Assistant

American School of IT
Falls Church
08.2018 - 10.2019
  • Developed and implemented new lesson plans tailored to emerging technologies.
  • Refreshed existing lesson plans with modern communication approaches and methodologies.
  • Created digital class lectures to enable remote learning.

Education

Bachelor of Arts - Communication Studies

University of Maryland, College Park
College Park, MD
05.2019

Skills

  • Computer skills: Proficient in Microsoft Office Suite, Adobe Creative Suites, MAC OS, Windows, Linux, IOS, Android, Zendesk, ServiceNow, Programming Languages, Network Security, LANs / WANs / SANs, TCP / IP, VoIP, DNS, HTTP, Wireless / VPN Architecture, Zoom, Cisco Routers & Switches, Firewalls, Cisco IOS, Active Directory Domain Controllers, Microsoft Sharepoint, Microsoft Teams
  • Technical and professional skills: Financial Analysis and Reporting,Operations Management, Strategic Business Planning and Design Troubleshooting, Debugging, Network Architecture, Trouble Ticket Systems, Phone Support, Zoom Support, Microsoft Teams support, Microsoft Sharepoint Support
  • Language Proficiency: English, Somali, Arabic

Certification

ITIL Foundation Certificate in IT Service Management Certification Date: April 4th, 2023

Timeline

IT Help Desk 2

Grove Resource Solutions, Inc.
10.2022 - Current

IT Help Desk 1

Narco Tech
11.2020 - 10.2022

IT Help desk 1

Summit Management
11.2019 - 11.2020

Teaching Assistant

American School of IT
08.2018 - 10.2019

Bachelor of Arts - Communication Studies

University of Maryland, College Park

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Mahamed Mohamed