Ibraheem Muhammad
Garden Grove
Summary
Dynamic Computer Science student with IT support experience in Linux, Unix, and Windows environments. Successfully optimized ticket prioritization at Long Beach Container Terminal, achieving a 30% reduction in resolution time. Developed an engaging cybersecurity simulation game that enhances understanding of malware detection and incident response.
Developed critical technical skills in high-demand IT support environment, excelling in problem-solving and user assistance. Skilled in system diagnostics, software troubleshooting, and network support. Seeking to transition into new field, leveraging solid foundation of technical expertise and customer service.
Overview
1
1
year of professional experience
1
1
Certification
Work History
IT Support
Long Beach Container Terminal (LBCT)
Long Beach, CA
06.2025 - 07.2025
- Optimized the prioritization of incoming support tickets using JIRA, reducing resolution time by 30% while enhancing customer satisfaction scores & quickly addressing critical issues
- Analyzed alerts and reports to differentiate false positives from actionable incidents.
- Improved response workflows through structured ticket classification and routing.
Tutor
Talent Collab
Santa Ana, CA
06.2024 - 08.2024
- Addressed real-time classroom technical issues, specifically HDMI & device connectivity, using HDMI cables & tech support software to enhance teaching efficiency & improve student engagement
- Streamlined IT support for staff & students using G Suite applications, achieving a 30% reduction in downtime & effectively resolving support tickets within service level agreements to minimize instructional disruptions
- Assisted with technical setup and troubleshooting across multiple classroom environments.
Education
Bachelor of Science - Computer Science
California State University, Fullerton
Fullerton, CA05-2026
Skills
- Cybersecurity: Burp Suite, Security Fundamentals, Incident Response Basics, Active Reconnaissance, Nmap, Wireshark, Metasploit, Hydra
- IT & Systems: IT Support, Troubleshooting, Ticket Triage, Hardware Support
- Operating Systems: Linux, Unix, Windows
- Programming: Python, Java, C, C, SQL
- Tools: Jira, Visual Studio Code, Roblox Studio, Git
- Collaboration: User Support, Communication, Instructional Assistance
- Exploitation Concepts: Privilege Escalation; Lateral Movement; Reverse Engineering; SQL Injection (SQLi); Remote Code Execution (RCE)
- IT support services
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Documented and resolved multiple IT issues which led to the best results technically and management controls.
Certification
- IT Helpdesk ITIL - Training
- ICT Driving License - Online Training Course
- NIST Cybersecurity Online Courses- 800-53 & 800-151
Languages
English
Native or Bilingual
French
Limited Working
Arabic
Professional Working
Timeline
IT Support
Long Beach Container Terminal (LBCT)
06.2025 - 07.2025
Tutor
Talent Collab
06.2024 - 08.2024
Bachelor of Science - Computer Science
California State University, Fullerton