Abdel Manaf O.
Service Desk Analyst - Mid @Prism
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WORK HISTORY
Service Desk Analyst - Mid @Prism
Incident Management: Responding to and managing incoming service requests and incidents via phone, email, and ticketing systems. Troubleshooting and Resolution: Diagnosing and resolving technical issues related to hardware, software, and network problems. This involve remote troubleshooting or guiding users through solutions. User Support: Providing support to end-users, including onboarding new employees, assisting with software installations, and answering questions about IT services and tools. Documentation: Creating and maintaining documentation for processes, procedures, and knowledge base articles to improve service delivery and facilitate knowledge sharing. Escalation: Identifying and escalating complex issues to higher-level support teams or specialized IT staff when necessary, ensuring timely resolution of critical incidents. Monitoring and Reporting: Monitoring service desk performance metrics and generating reports to track service levels, response times, and user satisfaction. Continuous Improvement: Participating in initiatives to improve service desk processes and enhance user experience, including gathering feedback and suggesting improvements. Collaboration: Working closely with other IT teams, such as network, systems, and application support, to ensure seamless service delivery and resolution of issues. Customer Service: Maintaining a high level of customer service and professionalism, ensuring that users feel supported and valued throughout their interactions with the service desk.
EDUCATION
American Military University
Bachelor's degree
General Assembly
Full Stack Developer
Western Governors University
Master's degree
ABOUT ABDEL MANAF O.
I’m a passionate and detail-oriented cybersecurity professional with hands-on experience across multiple roles, including Penetration Tester, Cybersecurity Analyst, Cybersecurity Engineer, and Systems Administrator. My diverse background allows me to approach security from both offensive and defensive perspectives—understanding how systems are built, secured, and potentially exploited. As a junior penetration tester, I’ve conducted vulnerability assessments and ethical hacking exercises to identify and report security weaknesses before threat actors can exploit them. My work as a cybersecurity analyst involves monitoring, investigating, and responding to security events, while my engineering side ensures secure system configurations and architecture. With a foundation in systems administration, I’m confident working across various environments—implementing access controls, hardening systems, and supporting infrastructure with a strong security-first mindset. I thrive in collaborative, high-stakes environments where critical thinking, constant learning, and adaptability are essential. Whether supporting blue team operations, diving into red team tactics, or securing endpoints and networks, I bring energy, curiosity, and a growing technical toolkit to everything I do.
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