Sharoon Ali
Damascus
Summary
Adept at leveraging extensive IT expertise from roles at AstraZeneca Pharmaceuticals and Bio Emergent Solutions, I excel in network troubleshooting and fostering strong client relationships. My proactive approach has significantly enhanced system efficiency and user satisfaction, showcasing my ability to manage IT assets and navigate complex technical challenges with ease.
Overview
5
5
years of professional experience
Work History
VIP IT Support
AstraZeneca Pharmaceuticals
09.2022 - Current
- Primary point of contact for four C-Suite leaders and their direct reporting SVP Leaders and Assistants globally.
- Strong communication skills and engagement with new technology and propose solutions to different scenarios and issues
- VIP Lifecycle management for devices used and define a VIP Standard and set clear expectations on what is available and can be used in the company, sensitive to privacy and security.
- Collaboration with device teams on new and existing technology aligned with the overall Global Strategy in the Enterprise
- Pilot new Apple and Windows devices OS & beta testing early version access for future support.
- Build internal collaboration relationships with the End User Device (EUD) team and Solutions Team, offering VIP use cases and scenarios.
- Support offsite meetings involving SET or SET-1
- Procure and enroll devices into AZ MDM in order to ensure asset management procedures are adhered to
- Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
Onsite Support Technician
AstraZeneca Pharmaceuticals
09.2020 - 09.2021
- Independently analyze, diagnose and resolve complex tasks or problems related to AZ systems and applications. If unable to resolve, determine the appropriate department for resolution and escalate per Service Level / Operating Level agreements. Maintain communications with customers and technical experts until resolution.
- Work as an integral part of a team with peers and co-workers; assess skills of others to identify appropriate resources to resolve customer problems/tasks.
- Troubleshoot and resolve trouble tickets related to technical difficulties with hardware and software
- Staff a walk-up genius bar (known as AskIT) and provide just-in-time technical and how-to support to customers
- Use remote access tools to transfer files to client PCs and troubleshoot problems
- Meet and work with external resources to identify process/procedures/automation opportunities; communicate issues effectively to team members and management, and follow through on projects/problems/tasks until completion.
- Work with customers and team members to ensure that the mission and goals are being met. This includes SLA/OLA reviews, ticket reviews, and customer satisfaction reports/surveys. Solicit ideas from customers and IT/IS staff to focus on the problem/task and work together to accomplish assignments.
- Assist co-workers with the resolution of problems through training, tools, and support.
- Liaise with highly technical IT/IS support staff, as well as non-IT/IS customers, and communicate information effectively in all situations.
- Act as primary liaison with customers regarding desktop applications, and/or systems issues as they relate to the AZ environment.
- Support Hardware image configuration for desktops and laptops.
- Provide “hands and eyes” support for network, servers, and conference rooms as needed and as directed by the service provider.
Desktop Support Technician
Bio Emergent Solutions
06.2019 - 08.2020
- Assist with instillation, configuration and ongoing usability of desktops,laptops,peripheral equipment and software complying with given standards and guidelines for primary local site.
- Utilize SCCM for software deployment, Powrshell for scripting automation
- Complete incident tickets with remote users using Remote Desktop Connection tool.
- Perform drive, firmware, bios upgrades as necessary.
- Maintain and resolve issues on LAN/WAN, VoIP, video systems, mobile devices, and other computing equipment
- Engage with other IT resources to resolve technical problems with end user computing equipment and software
- Provide support for windows 10, Office 365 and other standard desktop applications
- Performing break/fix tasks (ex. Battery replacement, hard drive swaps, LCD display repair)
- Out of network and network printer instillation
- Configure and troubleshoot cloud based storage applications (OneDrive, Box)
- Video conference and hoteling space configuration
- Always maintain and calm and friendly demeanor with clients, in person and remotely.
Education
Bachelor of Science - Cybersecurity
University of Maryland - University College
Hyattsville, MD09.2026
Networking Certificate - Computer Networking
University of Maryland - University College
Hyattsville, MD11.2023
Skills
- Remote Desktop Support
- Network Troubleshooting
- Help Desk Support
- IT Asset Management
- Data Backup and Recovery
- VPN Configuration
- Application support
- Software Installation
- Network Security
- IT Compliance
- Configuration Management
- Desktop Deployment
- Desktop support
- Network configuration
- Windows 10
- User Support
- Ticket management
- LAN/WAN
Timeline
VIP IT Support
AstraZeneca Pharmaceuticals
09.2022 - Current
Onsite Support Technician
AstraZeneca Pharmaceuticals
09.2020 - 09.2021
Desktop Support Technician
Bio Emergent Solutions
06.2019 - 08.2020
Bachelor of Science - Cybersecurity
University of Maryland - University College
Networking Certificate - Computer Networking
University of Maryland - University College
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