Ishmael Sillah

IT Technical Support Specialist

I am meticulous, result-oriented and detail-focused IT professional with extensive knowledge in troubleshooting IT related issues. Organized, and dedicated team player with strong communication and written skills. Capable of identifying potential problems and providing recommended solutions with ability to explain technical concepts to non-technical users.

Resume

Work Experience

User Support Specialist
Baker Hostetler LLP - Washington, DC
(July 2022 - Present)
  • Manages tier 2-3 technical issues using Ivanti Unified Support ticketing system, leading to 100 % satisfied help desk statistics
  • Tracks computer inventory using local SharePoint site to ensure all computers are assigned to company users
  • Maintains trial and conference equipment and ensures all meetings are setup on time using Ask Cody Scheduler application
  • Ensures all remote equipment are returned to IT department by departing staff and updated and prepared for redeployment
  • Tracks and manages computer warranties for proper hardware refresh
  • Coordinates with HR on equipment handoff during onboarding and ensures the handoff is documented in local SharePoint site
  • Responds to technical assistance in person, via phone, or email as quickly as possible within a 15-minute window.
  • Setup mobile email on iPhone and android devices
  • Tracks remote user equipment use and coordinates with HR for equipment purchases.
  • Uploads secure files to kite works for outside clients to access
  • Provides file copies via disc or iron keys to staff to be sent or picked up via courier
  • Move, configure, install and setup computer equipment for onboarding or moving users
  • Coordinates with NetDocuments admins for file recall or removal
  • Performed password resets, software installs and remote control in SC
Tier 2 Technical Support Specialist
George Washington Medical Faculty Associate - Washington, DC
(March 2021 - July 2022)
  • Setup desktop and Laptops for new and existing users with all required applications.
  • Provide in-person as well as remote support for providers and non-providers, using various remote support tools
  • Evaluate PC and Laptops and provide adequate solutions and recommendations.
  • Setting up of both network and local printers.
  • Reset passwords and examines user difficulties and provide the appropriate resolution.
  • Install, upgrade and configure system software and application management in accordance with organizational needs
  • Creates, change and delete user accounts and password reset as per request.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Support laptops, desktops and handheld devices.
  • Proficiently installs, configures, upgrades Windows 10, patch management, and BitLocker
  • Actively uses Active Directory to manage accounts, groups, and objects
  • Work closely with the Helpdesk team to resolve escalated ticket
Information Technology Support Specialist
George Washington University Hospital - Washington, DC
(September 2020 - March 2021)
  •  Provide remote desktop support for over 3,000 computers across all locations and remote users using programs like Rescue LogMeIn, Team Viewer, Zoom etc.
  • Install, configure and provide Tier 1, 2 and 3 support for over 3,000 workstations including laptops, desktops surface pro, printers and tablets.
  • Creates, change and delete user accounts and password reset as per request.
  • Install, upgrade and configure system software and application management in accordance with organizational needs.
  • Responded to support requests from end users and patiently walked users through basic troubleshooting tasks.
  • Troubleshot network, printer, hardware and software issues.
  • Configured and maintained company’s remote access/VPN
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Provide required remote support for onsite as well as offsite/remote users to ensure they securely and conveniently access the system.
  • Install and configure basic health care hardware and software daily such as Cerner, Power chat, Wows, Surginet etc.
Information Technology Support Specialist
BIITech Solutions - Germantown, MD
(July 2019 - September 2020)
  • Creates, change and delete user accounts and password reset as per appropriate request.
  • Install, upgrade, configure and troubleshoot system software and application management in accordance with organizational needs.
  • Apply required operating system (OS), software patches and upgrade on a regular basis and perform daily backup operations as needed.
  • Established network specifications and analyzed workflow, access information and security requirements.
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Implemented corrective plans of action for network performance issues including availability, utilization, and latency.
  • Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
  • Worked with users to determine areas of technology in need of improved usability.
  • Provided tier 2/3 support for all users.
Information Technology Support Specialist
University of the Potomac - Washington, DC
(March 2017 - June 2019)
  • Creates, change and delete user accounts and password reset as per appropriate request.
  • Provide Tier 2/3 support.
  • Maintain operational software and hardware configurations.
  • Install, upgrade and configure system software and application management in accordance with organizational needs.
  • Configuring of central processing unit (CPU), memory and disks partition as required.
  • Configured and maintained company’s remote access/VPN.
  • Perform daily system monitoring and verify the availability of all server resources and hardware.
  • Established network specifications and analyzed workflow, access information and security requirements.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
Information Technology Support Specialist
United Bank for Africa - Freetown, Sierra Leone
(June 2014 - September 2016)
  • Troubleshot network, printer, hardware and software issues.
  • Support laptops, desktops and handheld devices.
  • Configured hardware devices and software to set up workstations for employees.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Education

Master of Science in Information Technology
University of The Potomac - Washington, DC
June 2019
Bachelor of Science in Financial Services
University of Sierra Leone - Freetown, SL
December 2013

Skills

  • Operating system
  • Patient and diligent
  • Help-Desk Ticketing
  • Proficient Trouble-shooter
  • Hardware Knowledge
  • Technical/End user support
  • Technical analysis
  • Remote Support
  • Customer service
  • Computer Networking
  • Software Troubleshooting
  • Active Directory
  • Microsoft Windows
  • IT service management
  • VMWare
  • Microsoft Office Suite
  • Help desk
  • Technical support