Omawali M. Email & Phone Number

Woodbridge, Va, Us

Virginia Beach, Virginia, United States

-Train and mentor new ePlus Service Desk analysts assigned to the Texas Children’s Hospital contract.-Train analysts on contractual service level agreements and IT support procedures as directed by the Information Services department at Texas Children's Hospital.-Train analysts on IT fundamentals as well as HIPPA compliance and how to use various third-party software for administrative and clinical uses.-Train analysts on providing good customer service remotely via phone, email, and messaging platforms.-Train analysts on proper ticket documentation and technical writing.-Ensure that new analysts have security awareness to deter potential bad actors from vishing attacks.

Virginia Beach, Virginia, United States

-Serve as the first point of contact for all IT support inquiries to the IS Service Desk at Texas Children’s Hospital.-Resolve a high volume of tickets (average of 25 tickets per day) via phone and email.-Maintain an average 70% first call resolution rate by effectively troubleshooting software and hardware issues.-Support an estimate of $5 million worth of IT equipment remotely.-Maintain HIPPA compliance for each incident supported.-Utilize ServiceNow ticketing platform for incident response, documentation, and resolution.-Utilize and administrate access management tools such as Symantec VIP Manager, Microsoft Authenticator, Sailpoint, Active Directory, Epic, and Okta Verify.-Serve as a front-line defense against cybersecurity threats and bad actors, identifying and documenting potential risks for escalation to the Security Operations Center.

Virginia Beach, Virginia, United States

-Provided Tier I technical support to Liberty Tax Service franchisees and corporate locations.-Utilized Zendesk ticketing platform for incident response, documentation, and resolution.-Troubleshot issues ranging from basic system maintenance to system hardening and optimization.-Identified potential malware infections on franchisee computers and documented and escalated suspicious activity to the Security Operations Center for investigation as needed.-Quarantined and removed malicious files using Windows Defender.

Bachelor Of Science - Bs, Computer And Information Systems Security/Information Assurance, 3.7

Activities and Societies: Cybersecurity ClubGraduated Cum Laude

Bachelor’S Degree, Marketing

Activities and Societies: Leadership: President of Muslim Student Association, Webmaster of Diversity Awareness Programming Board.

Summer Program, International Business/Trade/Commerce, 4.0

Participated in the Doing Business in Europe summer study abroad program hosted by Hanzehogeschool Groningen in Groningen, Netherlands..

International Business

Activities and Societies: Event Coordinator for Muslim Student Association, regularly involved in International Affairs Society as well.