Customer Support Business Development

Abraham J. Diop

Mobile: 857-***-**** E-mail: ***********.**@*****.*** Address: Norwood, MA

SKILLS

Customer Support

Network Directory

Diagnostic Analysis

ServiceNow/Zendesk/Salesforce Windows/Mac Environment Business Development Mac/iPhone Repair Expertise TeamViewer/Bomgar FORTINET/MOX Zoom/Google Meet/Teams/5nine Pulse VPN/Citrix Web development CERTIFICATIONS

CompTIA - IT Fundamentals June 2019

TECHNICAL EXPERIENCE

Bain Capital, Boston, MA

Desktop Engineer/ Refresh Technician

● Delivered white-glove IT service, managed tickets through ServiceNow & answered calls with 5nine.

● Conducted onsite repairs and hot swaps of broken components, minimizing downtime for end-users.

● Deployed Windows 10, 11 & several proprietary images across the entire environment .

● Imaged and successfully deployed over 150+ laptop workstations in ongoing renewal of lease project between vendor.

● Utilized tools such as Active directory, SCCM, Intune, Okta, Company portal, Microsoft 365 exchange on a day to day.

● Led documentation creation for both internal processes and external user guides, enhancing operational efficiency and knowledge sharing.

● Delivered seamless remote support using Bomgar, troubleshooting and documenting issues prior to escalation.

Atrius Health, Boston, MA

Desktop Technician (Medix Contract)

● Coordinated and executed project across Bristol County, MA (Plymouth, Easton, Taunton), assisting in the setup of workstations to support the recent company expansion.

● Demonstrated expertise in Active Directory, proficiently managing and providing user support within the organization.

● Implemented meticulous asset management practices, ensuring precise accounting and administration of PCs and monitors used in various projects through an internal database.

● Leveraged Excel for the systematic decommissioning of assets, encompassing printers, monitors, desktops, laptops, and specialized medical equipment such as EKG stations and various other medical devices.

● Successfully executed the imaging and deployment of over 500 Windows 10 work environments, utilizing a streamlined deploy wizard for efficiency. JLL/ T, Boston, MA June 2023 - November

2023

Tier 2 Support Analyst (A3 staffing>Compucom)(Contract)

● Supported users across the east coast using Bomgar for efficient assistance.

● Utilized Teams for seamless communication within the team and with users.

● Supported and utilized Office 365 for productivity.

● Managed users pc’s with Sue (system user engine) an internal interface of Active Directory used.

● Ensured logistical efficiency by verifying machine requirements and images.

● Implemented control measures for device management within the ecosystem and documented job processes.

● Employed PXE & Task Sequence Wizard to deploy images and support Windows 10 & 11 work environments.

● Proficient in building and imaging Mac systems, including profile assignment and compliance.

& Provided comprehensive support to users utilizing Mac OS.

● Utilized CyberArk for secure retrieval of admin passwords.

● Monitored systems using Nexthink for optimal performance.

● Collaborated with various vendors, including Dell, HP, and Human Scale, to support end users.

● Knowledge of OKTA for efficient identity and access management.

● Supported Mobile Device Management (MDM) across the work environment.

● Utilized intermittent scripting and troubleshooting techniques for Mac systems.

● Used command prompt scripts to manipulate machines for updating and log retrieval, aiding in issue resolution.

Wellesley College, Wellesley, MA January 2023 - May 2023 IT Helpdesk Support(Contract)

● Monitored, managed assets, and resolved tickets using Salesforce to provide prompt technical support to end-users.

● Deployed security upgrade Bitlocker within the infrastructure to ensure data safety for entire work environment.

● Created comprehensive procedures for staff and end-users to follow for efficient use of equipment and software.

● Tested hardware and software related to the infrastructure to identify and resolve issues proactively.

● Responded to departmental technical emergencies promptly and efficiently. Fidelity Talent Source, Boston, MA April 2022 - October 2022 Tier II Support(Contract)

● Used ServiceNow, manage assets, and perform ticket management

● Provided support to users via phone or chat support using Bomgar

● Supported company infrastructure that is customer facing, such as Polycom phones/Polycom conference systems and remote check deposit scanners

● Supported virtual machines that are hosted on Citrix

● Enforced IT policy to end user’s machines by removing software, installing company approved software via internal tools

● Managed the logistical process of deploying replacement assets Shields Health Solutions, Stoughton, MA

IT Help Desk Technician(Contract) December 2021 - April 2022

● Monitored and resolved issues in a ticket queue using Zendesk

● Utilized FortiNAC, to confirm newly imaged laptops and desktops have appropriate configuration

● Configured user’s Outlook profile according to company policy and ensure Microsoft Teams is functioning

● Unlocked user accounts, and managed users using Active Directory

● Deployed new user workstations in the office and shipped workstations to users via FedEx Hingham Institution Of Savings, Hingham, MA October 2020 - December 2021

IT Apprentice

● Monitored the help desk queue using Asana

● Troubleshot users’ Windows laptop and desktop issues

● Managed and maintained company IT assets using Google Sheet

● Managed user accounts and groups utilizing Google Admin EDUCATION

Blue Hills Regional Technical School, Canton, MA

High School Diploma

Massbay Community College, Wellesley, MA

Cyber Security Associates

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