MOHAMED HAKIM
Woodbridge
Summary
Attentive Desktop Support Technician with 1 year of correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
6
6
years of professional experience
1
1
Certification
Work History
DSS Support Help Desk
Huntington Ingalls Industries, Inc
02.2024 - Current
- Utilize tools such as PuTTY, VMware, and RDP to remotely access and troubleshoot user hardware and software.
- Provide technical support for the configuration and troubleshooting of USPS scanners and other hardware.
- Troubleshoot and resolve user laptop issues, ensuring smooth operation of hardware and software.
- Diagnose and resolve internet connectivity issues, including Wi-Fi and LAN problems.
- Responsible for troubleshooting, replacing, ordering parts, and configuring the PASS (Passive Adaptive Scanning System) used by USPS employees to scan and sort packages. This system includes various interconnected hardware components such as touchscreen, camera, battery, NAS hard drive, switch, scale, and USB hub.
- Investigate missing AAU (Arrival-at-Unit) scans by analyzing scan logs from USPS employees' laptops. Replay missing scans to ensure successful transmission of AAU data for package tracking and compliance.
- Escalate complex tickets to Tier 3 teams, including engineering for BIOS updates and application reinstallation, and the networking team for advanced networking troubleshooting.
- Order and replace user hardware as necessary to resolve hardware-related issues.
- Use ServiceNow and other ticketing systems to document tickets and track the steps taken to resolve user issues.
Help Desk Technician
Guaranteed Rate
05.2021 - 08.2021
- Used Service Now to resolve over 60 tickets weekly for technical assistance on wide range of issues related to Software and Hardware for Users
- Provide desktop support Windows Operation system
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Configured hardware, devices, and software to set up workstations for employees
- Helped troubleshoot VPN issues using command prompt or pre-built PowerShell scripts
- Provided internet access to a guaranteed rate office by contacting Comcast directly
- Helped users install mobiles apps on their phone such as Microsoft outlook and OKTA verify
- Helped add and provided access to mailboxes for users through Microsoft exchange admin
- Troubleshoot Encompass (app) issues for mortgage users
Desktop Support
Navy Federal Credit Union
07.2019 - 08.2020
- Provide in-person and phone support for customers
- Install new PCs and lab-tops for new employees
- Help Customers relocate their computer equipment to their new cubicles
- Troubleshoot computer hardware and software-related issues
- Deliver computer equipment such as webcam, keyboards, and mice to customers
- Can make image PCs so they can be ready for use by our customers
- Provided pandemic relief by transitioning on-site employees to teleworkers
- Installed and Configured BitLocker for laptop users for remote deployment
Education
Associates Degree - Computer Science
Northern Virginia Community College
Annandale, VirginiaYear UP - undefined
Year Up
Woodbridge, VirginiaBachelor’s Degree - Information Technology
Western Governors University
Millcreek, Utah12-2025
Skills
- Technical Support Triage
- Network Infrastructure Monitoring
- Windows 10 OS support
- Remote troubleshooting via PuTTY, VMware, and RDP
- Expertise in configuring and troubleshooting USPS scanners and the PASS system
- Strong understanding of network troubleshooting, including Wi-Fi and LAN connections
- Experience escalating tickets to Tier 3 teams and working collaboratively to resolve advanced technical problems
- Familiarity with ticketing systems like ServiceNow for tracking and documenting technical support requests
Certification
- CompTIA Network+
CompTIA | Issued: February 2025 | Expires: February 2028 - CompTIA Project+
CompTIA | Issued: September 2024 - AWS Certified Cloud Practitioner
Amazon Web Services (AWS) | Issued: May 2024 | Expires: May 2027 - CompTIA A+ ce Certification
CompTIA | Issued: June 2023 | Expires: June 2026
Timeline
DSS Support Help Desk
Huntington Ingalls Industries, Inc
02.2024 - Current
Help Desk Technician
Guaranteed Rate
05.2021 - 08.2021
Desktop Support
Navy Federal Credit Union
07.2019 - 08.2020
Year UP - undefined
Year Up
Associates Degree - Computer Science
Northern Virginia Community College
Bachelor’s Degree - Information Technology
Western Governors University
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