Omar Farouk

Own Tier 1–2 support for ~420 hybrid employees across Minneapolis and remote MN sites; sustain 92–95% first-contact resolution on hardware, OS, and Microsoft 365 incidents. Cut average ticket age from 18 hours to 6.5 hours by rewriting top-20 knowledge-base articles and adding self-service reset flows for password and MFA lockouts. Image, deploy, and reclaim ~35–50 Windows 11 laptops per quarter via Autopilot/Intune; reduced same-day setup failures ~40% after standardizing BIOS and Wi-Fi profiles. Partner with Security on monthly patch compliance; raised critical CVE closure within SLA from 81% to 97% for the managed fleet. Train 3 junior techs on ticket triage, remote tools (TeamViewer/Quick Assist), and escalation hygiene; peer CSAT for the pod rose from 4.2 to 4.7/5. Coordinate printer, conference-room AV, and VoIP desk moves for office expansions; documented runbooks used by facilities and the MSP after hours.

Resolved 35–50 daily tickets for advisors and ops staff covering Windows 10/11, Outlook, VPN, and core lending apps under SOC2 change controls. Built PowerShell helpers for bulk mailbox permissions and OneDrive re-link; saved ~6 technician hours/week on recurring identity tasks. Supported quarterly phishing simulations and MFA enrollment campaigns; helped drive MFA coverage from ~62% to 99% of active users. Escalated network and server issues with clean repro steps; cut bounce-backs from Tier 3 by documenting root cause and workarounds in ServiceNow. Maintained spare-parts inventory and RMA tracking for docking stations and monitors; reduced loaner laptop wait time from 3 days to same-day for priority roles.

Staffed the campus walk-up help desk and phone queue for students/faculty: account unlocks, Wi-Fi, Canvas LMS, and printing across East Bank labs. Imaged lab PCs and checked A/V carts before class blocks; logged defects so classroom support could swap gear before peak hours. Wrote short how-to guides for Duo MFA and password resets that reduced repeat walk-ups during registration weeks. Assisted with asset tagging and surplus of retired endpoints under university inventory policy.

Coursework: Systems Administration, Networking Fundamentals, IT Service Management, Cybersecurity Basics, Database Concepts.