Ibrahim S.

About Ibrahim S.

Remote IT Support Specialist with 4+ years of experience delivering Tier 1–2 support in enterprise and high-volume environments. Skilled in first-contact resolution, remote troubleshooting, and clear communication with end users.Hands-on experience with Microsoft 365, Active Directory, Windows OS, and remote tools including TeamViewer, Bomgar, and Kaseya. Known for staying calm under pressure, documenting accurately, and meeting SLA-driven support goals.Bachelor’s degree in Computer Information Systems and actively growing toward more advanced technical and systems-focused roles.Core skills: Tier 1–2 Support • Microsoft 365 • Active Directory • Windows OS • Remote Troubleshooting • ITSM

Experience

1. Sts Specialist

   Bath & Body Works

   Oct 2024 — Present

   Provide remote Tier 1/2 technical support for corporate and store-level users in a high-volume retail environment. • Resolve user access and application issues via phone and chat, ensuring strong first-contact resolution. • Document incidents and resolutions in ticketing systems to promote compliance and knowledge sharing. • Collaborate with internal IT teams to efficiently address complex technical challenges.

Education

• Eastern Michigan University

  Bachelor of Business Administration (BBA), Computer and Information Systems Security/Information Assurance

  2013 — 2017

Skills

• Microsoft Word
• Team Leadership
• Security Clearance
• Inventory Management
• Leadership
• English
• Process Improvement
• Finance
• Access
• Crm
• Social Media
• Public Speaking
• Management
• Team Building
• Operations Management
• Data Entry
• Security
• Sales Management
• Computer Hardware
• Retail
• Marketing
• Project Management
• Customer Service
• Team Management
• Customer Satisfaction
• Payroll
• Analysis
• Social Networking
• Outlook
• Microsoft Office
• Sales
• Troubleshooting
• Strategic Planning
• Research
• Negotiation
• Powerpoint
• Microsoft Excel