Open to opportunities

Mohamed ALI

@mohamedali6

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IT Support Technician with expertise in technical troubleshooting.

United States

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What I'm looking for

I am seeking a role that offers opportunities for growth and challenges in IT support.

I am an IT Support Technician with a strong background in providing technical support and troubleshooting for a diverse range of hardware and software issues. Currently, I work at Lumen Technologies, where I deliver Tier 1 and Tier 2 support to over 100 end users, ensuring their systems run smoothly and efficiently. My experience includes resolving VPN connectivity issues, managing Active Directory accounts, and performing preventive maintenance to maintain network health.

Prior to my role at Lumen, I served as a Help Desk Specialist at ClientSolv Technologies, where I honed my skills in handling a high volume of support requests. I am adept at documenting resolutions and utilizing ticketing systems like ServiceNow to streamline support processes. My educational background in Computer Information Systems from Metropolitan State University of Denver further complements my practical experience, equipping me with a solid foundation in IT principles.

Experience

Work history, roles, and key accomplishments

Current

IT Support Technician

Current

Lumen Technologies

Aug 2022 - Present (2 years 11 months)

Provided Tier 1 and Tier 2 technical support to over 100 end users for Windows 10/11 systems, hardware, and software across various devices. Handled change management requests, including new equipment setup, system imaging, and Windows Autopilot deployment for new hires.

Windows 10 VPN Active Directory Autopilot SCCM Intune Microsoft Endpoint Manager

Help Desk Specialist

ClientSolv Technologies

Dec 2021 - Present (3 years 7 months)

Delivered Tier 1–2 support for over 100 users across hardware, software, and network issues. Determined and documented resolutions to 50-100 incoming calls per day, utilizing knowledge of Windows 10, printer troubleshooting, Active Directory, and ServiceNow ticketing systems.

Windows 10 Printer Troubleshooting Active Directory ServiceNow Hardware Ticketing Systems Office 365 Exchange

Education

Degrees, certifications, and relevant coursework

Metropolitan State University of Denver

B.S. Computer Information Systems, Computer Information Systems

Studied Computer Information Systems at Metropolitan State University of Denver. Focused on gaining knowledge and skills in various aspects of information technology.