Mohamed Abdulle Email & Phone Number

Orlando, Fl, Us

Orlando, Florida, United States

• Worked with the Help Desk Manager/Director and technical staff to ensure KPIs are documented and achieved.• Stayed current with IT Service Management trends to provide accurate, efficient support.• Led the dispatch process for service incidents, ensuring optimal use of technical resources.• Prioritized incoming support requests to ensure timely resolution in line with SLAs.• Allocated resources effectively to meet varying support demands.• Maintained and updated the team's knowledge base, troubleshooting guides, and support documentation.• Provided direct customer support through phone and email, ensuring prompt issue resolution and high satisfaction levels.• Worked closely with other support teams to maintain consistent and high-quality service delivery.• Installed and upgraded computer components and software, managed virtual servers, and integrated automation processes.• Diagnosed hardware and software errors, documented problems and resolutions, prioritized issues, and assessed impact.• Provided technical documentation and specifications for IT infrastructure planning and implementation.• Performed regular backup operations and implemented data protection, disaster recovery, and failover procedures.• Led desktop and helpdesk support efforts, ensuring timely resolution of issues with minimal disruptions.• Administered users, groups, and computers in Active Directory.• Supported remote troubleshooting for a geographically dispersed employee population.• Supported various consumer WiFi/Mesh networking platforms and managed firewall configurations, parental controls, and modem/router features.• Offered technical support for mobile devices and platforms (iOS, Android), maintaining high customer satisfaction.• Performed PC break/fix both onsite and remotely, identifying problems and determining the most efficient and cost-effective solutions to minimize customer downtime.

Orlando, Florida Area

Tested and evaluated existing network systemsPerformed regular maintenance to ensure that networks operate correctlyTroubleshoot local area networks (LANs), wide area networks (WANs), and Internet systemsPayed attention to customers when they describe their computer problemsAsked customers questions to properly diagnose the problemWalked customers through the recommended problem-solving stepsRepaired computer equipment and related devicesTrained users to work with new computer hardware or software, such as printers, word-processing software, and emailAssisted users in installing softwareProvided others in the organization with information about what gives customers the most trouble and about other concerns customers have

Orlando, Florida Area

Successfully implemented and managed multiple clients.Lead client implementation calls and ensured the client was aware of the step by step process. I reinforced their understanding by providing implementation timelines, and scheduling follow up calls with all pertinent parties.As the point of contact, I made sure all internal teams were on the same page and that there was a unified intent. This sent the message of urgency to the client.Gathered all facts and documents to facilitate the configuration of the systems. Also participated in pre-sale calls with sales team as needed.Received several accolades during and post implementation. Majority of my accolades stemmed from my excellent client service and satisfaction. Trained and led webinars for all new clients as well as existing clients. Provided onsite training to high end clients and ensured they had a firm grasp of all ben-admin tools.Resolved customer issues and leveraged technical skills to analyze and identify cause of issue and routed to appropriate team as needed. Ensured rigorous testing of the client’s benefits administration site as well as their communication websites before launching their portal.Lead many key projects for the implementation team and worked/reported directly to the VP of account services.

Orlando, Florida Area

Orlando, Florida Area

Orlando, Florida Area