Abdullah Muhammad Email & Phone Number

St. Louis, Mo, Us

Mossville, Illinois, United States

• Oversee Installation and Maintenance: Manage the installation, configuration, and maintenance of software and hardware for Windows, Linux, and MAC.• Asset Management: Maintain comprehensive asset tracking and accountability in the assigned facility.• User Provisioning: Administer access to business applications and network accounts to streamline user experience using Entra ID.• Access Control: Implement user access and exit protocols within systems and applications.• Issue Resolution: Address escalated business application and system issues to ensure uninterrupted operations.• Reporting: Generate and deliver weekly and monthly SLA/KPI reports to management for performance evaluation.• Customer Support: Act as a technical analyst and customer liaison, specializing in resolving complex customer issues.• Problem Solving: Work with support staff to enact permanent solutions to recurring issues, enhancing system reliability.• Project Leadership: Function as a project leader or as an effective team member on various initiatives.• Staff Training: Assist in the professional development and onboarding of new IT hires to maintain a high competence level across the team.• Information Security: Enforce information security and assurance policies, while developing new procedures to respond to emerging threats.• Market Research: Evaluate and report on new tools and industry trends to keep the organization updated on technological advancements.• VIP White Glove Support: Work with executives and department leads in-person while providing prompt and excellent customer service.• SCCM: In-depth knowledge of SCCM, along with using it to run/check for patches, software distribution, and remote control.• LAN Networking: Managed and optimized Cisco routers and switches for the LAN using CLI. Also, installed and configured Wireless APs.

Illinois, United States

• Ticket Monitoring: Oversaw and updated support tickets in real-time to maintain service level agreements.• System Updates and Patching: Applied critical system updates and patches to maintain computer security and performance.• Active Directory Management: Managed user accounts through Active Directory, ensuring proper access controls.• Windows System Imaging: Reimaged Windows computers to restore functionality and enhance performance.• Router and Switch Management: Administered and optimized router and switch configurations for efficient network operations.• COPE Hardware Maintenance: Conducted routine maintenance of COPE (Corporate Owned, Personally Enabled) hardware for Android, IOS, and Nokia devices, using Microsoft Intune.• Equipment Installation and Maintenance: Installed, repaired, and maintained various types of hardware.• Cable Construction: Fabricated Ethernet and Coax cables to support network infrastructure.• Data Security: Conducted comprehensive training sessions on current security practices, emphasizing data protection measures and ensured capabilities in maintaining robust security SOPs across systems and networks.• SharePoint Management: Managed and maintained SharePoint sites for enhanced collaboration.• VIP White Glove Support: Work with the One Star General and section leads in-person while providing prompt and excellent customer service.• VOIP Management: Managed voice over IP services using Cisco Unified Communications Manager.• Network Maintenance: Added, removed, and maintained computers on the network, ensuring connectivity.• Telecommunication and Radio Systems: Collaborated in maintaining and optimizing telecommunication systems and radios, ensuring seamless connectivity and efficient operations within the network.• LAN Networking: Managed and optimized Cisco routers and switches for the LAN using CLI. Also, installed and configured Cisco ASA firewall.

Springfield, Illinois Metropolitan Area

• Incident and Service Request Management: Provided prompt assistance with various incidents, efficiently handling service requests, and performing PC refreshes to ensure optimal system performance.• Desktop Support Troubleshooting: Diagnosed and resolved desktop support issues, ensuring seamless operations.• Equipment Imaging and Software Installation: Conducted imaging of new equipment and facilitated the installation of customer-specific software, enhancing system functionality.• Asset Deployment: Spearheaded the deployment of assets throughout the client’s agency, ensuring all equipment was correctly distributed and operational.• Hardware and Software Validation: Verified the functionality of hardware and applications, ensuring all systems performed according to specifications.• Post-Deployment Support: Delivered comprehensive support for desktops and laptops after deployment, addressing any issues promptly to maintain user satisfaction.• Customer Interaction: Engaged with customers as necessary, gathering feedback and ensuring high levels of satisfaction with IT services.• Asset Deinstallation and Data Removal: Managed the deinstallation of assets, ensuring secure and complete data removal as required.• Remote Incident Resolution: Provided remote support to resolve incidents quickly and efficiently, minimizing downtime.• VIP White Glove Support: Work with department leads and the director in-person while providing prompt and excellent customer service.• Service Request and Asset Monitoring: Kept track of service requests and asset updates, ensuring all tasks were completed in a timely manner.• SQL Database Reporting: Generated detailed reports from SQL databases to provide insights and support decision-making.• Equipment Maintenance and Repair: Ensured all equipment was in optimal condition through regular repair, installation, and maintenance activities.

Associate'S Degree, Computer Science, Junior

Technical Certificate, Information Technology

In my role as an Information Technology Specialist, I've acquired the skills to manage, troubleshoot, and oversee military computer.