Ebrima Jallow

IT Support Engineer

• Job Details:Resolved 95% of Office 365 and AD tickets within SLA, improving IT team efficiency by 20%. Maintained and managed systems that support both on-premises and cloud infrastructure, including user accounts and security configurations. Diagnosed and troubleshot technical issues related to account setup, user permissions, Office 365, VPN, and Windows Active Directory configurations. Documented technical solutions and collaborated with cross-functional teams to resolve complex issues. Implemented technical solutions to address user issues, improve efficiency, and enhance overall user satisfaction.

IT Support Engineer

• Job Details:Administered Microsoft Azure environments and Office 365 tenant configurations. Diagnosed account setup, user access, and cloud sync issues across platforms. Enhanced efficiency by resolving cloud-based challenges with customized solutions. Gathered specifications and delivered solutions based on a deep understanding of domain or technology. Worked cross-functionally and documented architecture and deployment strategies. Collaborated with various teams for solutions and support.

Support Analyst / Technical Support

• Job Details:Handled technical tickets and provided user support for connectivity and software issues. Managed access control and system security via Active Directory and VPN. Tracked customer interactions and improved service satisfaction. Deployed updates and patches to enhance system reliability. Troubleshot technical issues and supported daily IT operations. Gathered specifications and delivered solutions based on findings and issues.