3+ years In IT Support LV1 To system admin
I started my career in IT as a Level 1 Support Technician, providing troubleshooting assistance, managing user accounts, and resolving hardware/software issues. Over time, I expanded my expertise, taking on more complex tasks such as server administration, network management, and system automation. Through dedication and continuous learning, I transitioned into a System Administrator role, where I was responsible for maintaining IT infrastructure, ensuring security, and optimizing system performance. This journey reflects my hands-on experience, problem-solving skills, and ability to adapt to evolving technologies.
1,500+
15
Tickets per day
Tickets resolved
Some Tickets I resolved
Using a Ticketing System:
Log and Categorize Tickets:
Create tickets for all user-reported issues or internal observations.
Assign appropriate categories, priorities, and owners.
SLA Management:
Keep track of response and resolution times.
Escalate tickets nearing SLA deadlines to avoid breaches.
Collaboration:
Use internal comments for team communication.
Tag relevant team members or departments when necessary.
Closing Tickets:
Verify resolution with the user before closing.
Add resolution notes for future reference.
Reporting:
Generate daily or weekly reports on ticket metrics like volume, resolution times, and trends.
Using a Ticketing System:
Log and Categorize Tickets:
Create tickets for all user-reported issues or internal observations.
Assign appropriate categories, priorities, and owners.
SLA Management:
Keep track of response and resolution times.
Escalate tickets nearing SLA deadlines to avoid breaches.
Collaboration:
Use internal comments for team communication.
Tag relevant team members or departments when necessary.
Closing Tickets:
Verify resolution with the user before closing.
Add resolution notes for future reference.
Reporting:
Generate daily or weekly reports on ticket metrics like volume, resolution times, and trends.
My Daily Tasks for Level 1 IT Support:
Monitor and Manage Tickets:
Log in to the ticketing system.
Review newly created tickets and prioritize based on urgency.
Update ticket statuses (e.g., Open, In Progress, Resolved).
Troubleshoot Basic Issues:
Password resets.
Account lockout resolution.
Email access or setup issues.
Basic printer troubleshooting.
Provide Hardware/Software Support:
Assist with installing or updating software.
Resolve connectivity issues e.g., Wi-Fi.
Help users set up hardware like monitors, keyboards, or docking stations.
Communicate with End Users:
Acknowledge receipt of tickets.
Provide regular updates on ticket progress.
Escalate unresolved issues to Level 2 or specialized teams.
System Monitoring:
Check dashboards or alerts for potential system downtime or issues.
Document incidents or anomalies for escalation.
Routine Maintenance:
Perform health checks on systems or devices.
Ensure antivirus and security patches are up-to-date.
Clear temporary files or perform basic system optimization.
Knowledge Base Updates:
Document new solutions for common issues.
Update guides.
Osamah's portfolio showcases exceptional skills in IT and networking, reflecting a strong commitment. His projects demonstrate innovation, making him a standout candidate in the field.
Sarah Lee
★★★★★