Summary
Overview
Work History
Education
Skills
Timeline
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Mohammad Omar Ara

Davis,CA

Summary

I'm a naturally curious individual who explores processes and seeks more effective solutions through asking questions. At the age of 10, I dismantled and reassembled my family's old computer to comprehend its functionality. This curiosity has seamlessly translated into my professional career, motivating me to pursue IT and assist people in enhancing their daily tasks' efficiency. Recently, I managed a domain migration project, systematically gathering information from various sites, organizing tasks, and creating daily to-do lists to ensure a smooth and optimal migration process. My ultimate goal is to bring satisfaction to customers, ensuring their happiness by providing excellent support and bringing smiles to their faces

Overview

15
15
years of professional experience

Work History

Regional IT Support

Eurofins
10.2020 - Current
  • Provide tier1 support for Office365, G-suite, and cloud users
  • Manage and follow up service requests through the managed Service now Ticketing System
  • Upgrade OS on PC, Mac, and Linux systems
  • Install/update/patch software on different systems
  • Setup/configure/troubleshoot peripheral devices such as printers, scanners, and as well as research lab equipment
  • Migrate user profiles and as well as Gmail to Outlook profiles
  • Setup DUO multi-factor authentication for users
  • Manage users and computers on Active Directory
  • Backup/restore data
  • Deploy OS and the standard application package on different systems
  • Provide support to legacy systems windows 2000, XP and 7
  • Configuring VLAN and switches
  • Setup calls and communicate with the clients through various systems such as email, phone calls, and video calls using Zoom, Webex, and Teams
  • Write/document standard instructional and knowledge base articles for the support team
  • Document case status and provide updates to management and end-users
  • Follow the organization’s policies on data retention, handling PII, and other standard procedures
  • Working with the ServiceNow ticketing system
  • Working with Solar Winds, Lansweeper, and ManageEngine Endpoint Central
  • Helped clients manage and reach individual goals, supporting independent progression and social skills.

IT Help Desk Analyst

Healthy Pets
01.2018 - 10.2020
  • Provide tier-one support to clients using different systems such as Windows, Mac, and Linux
  • Provided support for Office 2016 and 365, Google Apps, Email clients, Internet Browsers
  • Provided hardware/software support such as replacing hardware, updating/upgrading applications, drivers, and firmware for PCs, printers, and other peripheral devices
  • Managed and maintained DC, AD users, shared resources, group policies, DHCP, DNS, firewalls, file servers, VPN, and intrusion detection systems
  • Provided remote support using different remote support software like TeamViewer, Citrix, and Remote Desktop
  • Configured and setup Sophos and Symantec Endpoint Manger Anti-Virus
  • Set up and maintained standalone and lab stations including Windows PCs, Apple Devices, Chromebooks, high capacity copiers, printers
  • Setup POS software and devices
  • Helped answer help desk phone calls and problem-solving through the phone
  • Monitored group policies and ran reports
  • Worked with different types and brands of network devices such as wireless controllers, routers, modems, switches, APs, and servers
  • Travelled distances to pay a technical visit
  • Communicated and troubleshoot problems with third-party companies like ISPs, Security Systems Maintenance, Printing Companies
  • Document resolve issues for future reference
  • Comprehensive Agriculture

System Administrator

Development Facility
09.2011 - 04.2017
  • Designed and created wired and wireless network
  • Configured different switches and routers
  • Setup Domain controller, Active Directory, Group Policy, DHCP, DNS and Shared Resources
  • Setup AVAYA Phones
  • Managed approximately 30 incoming calls from users
  • Setup and maintained Sophos Firewall and anti-virus
  • Setup and Maintained Sonic wall
  • Troubleshoot all the hardware and software problem on Windows and MacOS
  • Regularly backed up data and used desktop imaging software
  • Created website using Joomla CMS and actively applied latest updates
  • Provided reports using Google Analytics
  • Trained staff on how to use resources

System Administrator

Technologists Inc
05.2009 - 09.2011
  • Configured and maintained DC, AD, Group Policy, Users and Computers, Shared Resources, Firewall
  • Added/updated software and hardware devices such as printers, scanners, and other peripheral devices
  • Investigated and troubleshoot all the problems on the network and standalone computers and other devices
  • Provided remote support to regional offices
  • Performed daily backups
  • Designed and developed awebsite in three languages using Joomla with custom HTML, CSS
  • To succeed in an environment of growth and excellence and achieve personal as well as organizational goals.
  • Worked with users to determine areas of technology in need of improved usability.
  • Provisioned new software and hardware for use, following established security policies.
  • Managed onboarding and offboarding of employees.
  • Completed reports detailing network and systems performance and downtime issues.
  • Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
  • Developed and documented network policies, procedures and standards.

Education

A+ Certified -

CompTIA
Union City, CA
06.2018

Currently Preparing For Azure 104 MCITP Server Administration Training -

Azure
Online
2012

Bachelor - Computer Science

Kabul University
Kabul
12.2008

Skills

  • Tech Skills
  • OS: Windows, MacOS, Linux, Chrome OS
  • Support: OS installation, peripheral device setup, software setup/upgrades, diagnostics, troubleshooting
  • Apps and Cloud: Microsoft Office 365, G-suite, Google FS, Box, OneDrive
  • IT Management: Ticketing systems, JAMF, Deployment, Imaging, SCCM, WSUS
  • Service Setup: DHCP, DNS, Active Directory, Firewall, VLAN, VPN, RDP, SMTP, POP, TCP/IP, video conferencing, VM, File sharing, backup/restore
  • Networking: Router and switch configuration LAN Scanner tools and monitoring services tools
  • Hardware: Setting up and troubleshooting printers, scanners, copiers, fax machines, and other internal/external devices
  • Teleconferencing and Instructional Apps:
  • Zoom, WebEx, Google , Teams, ,logme in
  • Web, DB and Script: IIS, Apache, MySQL, MS SQL, WordPress, Joomla
  • Management: Planning, analysis, research, communication, reporting, team player, documentation

Timeline

Regional IT Support

Eurofins
10.2020 - Current

IT Help Desk Analyst

Healthy Pets
01.2018 - 10.2020

System Administrator

Development Facility
09.2011 - 04.2017

System Administrator

Technologists Inc
05.2009 - 09.2011

A+ Certified -

CompTIA

Currently Preparing For Azure 104 MCITP Server Administration Training -

Azure

Bachelor - Computer Science

Kabul University

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Mohammad Omar Ara