Jibril Aalaam

Triaged and managed incoming technical tickets via ManageEngine Service Desk, ensuring accurate escalation to specialized teams to consistently meet strict SLA requirements. Owned the end-to-end user lifecycle process, flawlessly executing onboarding and offboarding procedures for all corporate employees. Developed deep subject matter expertise in complex HO3 and DP3 insurance policies, providing versatile, cross-functional technical and application support across departments. Maintained 100% accuracy of hardware inventory, tracking the procurement, asset lifecycle, and deployment of all corporate devices and peripheral equipment. Provided high-tier technical support and troubleshooting for remote and hybrid users, rapidly diagnosing and resolving complex hardware, software, and network connectivity issues. Optimized desktop and device management by installing, configuring, and maintaining standardized laptop, mobile, and virtual desktop environments. Streamlined application deployment and patch management, pushing critical software updates and security configurations utilizing industry-standard tools like Intune and Autopilot. Enforced endpoint security compliance, managing corporate antivirus/anti-malware solutions and strict IT security policies to safeguard corporate data. Conducted user training and onboarding sessions, educating new hires on system navigation and equipment usage to accelerate time-to-productivity. Authored comprehensive IT documentation and SOPs, standardizing system procedures while performing routine compliance audits on computer systems and software licenses. Coordinated with third-party vendors and specialized IT teams to resolve highly complex technical challenges and procure critical hardware tools.

Build, support, and deploy Windows 10 and Windows 11 operating systems to end users devices regularly.

Supports technology implementation of new operating systems on devices for users in the field using Mobi-Control. Providing technical assistance on setup and deployment of tablets enrolled in Microsoft Intune. Overseeing IT initiatives and collaborating with in-house application support to maintain strict project deadlines. Troubleshooting hardware, software, and network problems in real-time for employees dispatched in the field. Performing console configurations as required.

Performs desktop installations, cabling, network monitoring, and troubleshooting of upgrades from Windows 7 to Windows 10 systems. Real-time ticket solutions by utilizing, monitoring, and managing tickets through SNOW. Desktop support responsibilities include operating system builds, fault diagnosis, and hardware support. Works with VDI (via VMware) both remotely and on-site, navigating 15-25 tickets per day to completion. Provides Patch Management and Anti-Virus Management for desktops and laptops, both on-site and remotely.

Guided full PC setups of over 600 desktops to work remotely during the pandemic which included maintaining and installing hardware and computer peripherals. Created VPCs and managed them through Citrix Director/Citrix Workspace. Worked closely with employees to troubleshoot software errors, connectivity, and user-error issues with installation. Tracked computer system issues through to resolution, within agreed time limits.

Expedited solving of tickets in regard to software issues and client applications. Worked independently and with network administrators to identify and resolve user permission errors, provide and troubleshoot printer access, and manage group permissions. Assisted in troubleshooting with deployments of new software. Provided technical leadership and mentoring to junior members of the service desk team. Utilized technical logistics systems to assist asset management in tracking inventory of equipment and hardware.

Independently upgraded a fleet of 200+ desktops to a new operating system (Windows 7 to Windows 10). Performed all configuration and troubleshooting for desktops, workstations, and servers. Utilized Microsoft Intune MDM solution to enroll devices and remain compliant with Information Security Policies. Participated in a desktop virtualization project migrating over 200+ systems for remote access. Management of virtual desktops and devices in a Citrix environment.

Enrolled / Active