Alam Mohammed

 Provides support to end-users, internal users, and partners. Coordinates service desk operation including supervision and training of Tier I & II. Serves as the liaison between the ISS department and the end user on issues related to desktop computers, laptops, printers, network connectivity and remote access, server/mainframe applications, and hardware. Perform Installs, Moves, Adds and Changes (IMAC).  Identifies and corrects core problems. Responds to help desk hotline and maintains accurate information within the ISS tracking system. Received commendations for excellent communication and customer satisfaction. Manage responses of key contacts in the network team, server admin and other areas.  Prepares PCs for deployment and provide education and/or training to end users. Configure mobile and hand-held technology and join wireless clients to the Wi-Fi network.  Responsible for data security, IT policies and procedures within the fhi360 network. Perform malware prevention and OS recovery. Provide IT project management planning and implementation, including mass new system deployments.  Assist in network administration. Join computers to networks, use active directory to create user accounts, reset passwords and add/move accounts and computers to predefined groups. Create, configure and test cabling of networked machines. Install, configure and administer Mac OS X, Windows 10 & 11, Windows Server 2016.  Assists in the evaluation of business problems, evaluate and recommend vendor packages, and implement required software. Maintain partnerships with manufacturers and vendors.  Proactively promote positive customer relationships and mentor others to ensure customer satisfaction.  Create ad hoc work groups to analyze problems, develop solutions, and communicate solutions effectively.   Provides operational support for information security tool alerts, triaging, and maintenance. Execute information security activities such as vulnerability management, Proofpoint Email security, Cisco Umbrella internet security, SentinelOne endpoint security. Perform first-level incidence response and investigation of suspicious activities. Assess security controls and evaluate security posture as per the internal organizational controls. Evaluate third- party relationships for compliance with organization security standards. Research information security trends, new methods, and techniques used to eliminate the possibility of system breach preemptively. Serve as Subject Matter Expert (SME) for the Proofpoint Email security system, Cisco Umbrella DNS security, and for Azure resources security. Prepare information security monthly report.

 Manage end-user issues and troubleshoot to find solutions. Perform Installs, Moves, Adds and Changes (IMAC).

ALAM MOHAMMED Page 2

 Communicate technical issues to non-technical audiences through phone, email, text messages and the Remedy Ticket system. Received commendations for excellent communication and customer satisfaction. Coordinate help desk operation including supervision and training of student staff. Coordinate with key contacts in the network team, server admin and other areas.  Configure mobile and hand-held technology and join wireless clients to the Wi-Fi network.  Create workshops, user group meetings, web based presentations and written materials to disseminate best practices. Maintain and administrate Symplicity career services management system.  Manage systems using SCCM, EAD, VMWare ESX server, and Symantec Enterprise Management as well as other Enterprise applications. Responsible for data backup and restores Provide audio-visual and video teleconference support using Adobe Connect, Ustream, InterviewStream and Citrix, including reporting and video recording management.  Responsible for data security, IT policies and procedures within the GW network. Successfully configure Macs to print on a Windows network. Proficient in the use and training of others to use: Photoshop, Adobe, MS Office Applications including Microsoft Word, Excel, Power-Point, and Access. Configure and troubleshoot scanner/fax/copier/printers. Integrate Malware prevention and OS recovery. IT project management planning and implementation, including mass new system deployments.  Assist in network administration. Join computers to networks, use active directory to create user accounts, reset passwords and add/move accounts and computers to predefined groups. Create, configure and test cabling of networked machines. Experience installing, configuring and administering Mac OS X, Windows XP and Windows 7, Windows Server 2003 & 2008.