Mohammad M.

About Mohammad M.

Dedicated IT Support Specialist with extensive experience supporting multi-site operations and delivering seamless end-user experiences for a geographically dispersed workforce of 500-600 users across 11 branches. Skilled in fostering strong cross-functional collaboration with engineering, telephony, and vendor partners, while maintaining a user-centric and process-driven approach aligned with ITIL best practices. Known for rapid incident resolution, ensuring reliable IT service continuity, and performing root cause analysis to drive continuous improvements using Six Sigma concepts.In my current role at Cummins Inc, I administer ServiceNow for incident, request, and change management, lead infrastructure projects like multi-site switch refreshes and wireless expansions, and manage asset lifecycles including deployments of 500+ Dell endpoints with BitLocker encryption compliance. Previously, as a Service Administrator, I oversaw daily projects valued at ~$100K, supervising teams and optimizing workflows with CRM and BMS systems. My background as a Linguist & Cultural Advisor for U.S. military missions honed my skills in operational security, risk awareness, and conflict resolution—transferable strengths now applied to IT and emerging cybersecurity challenges.Currently pursuing a Bachelor’s degree in Computer Information Systems with a Cybersecurity Concentration to deepen expertise in information security, risk management, and network defense. Eager to connect with IT professionals, cybersecurity experts, and recruiters to discuss innovative solutions for enhancing uptime, reducing MTTR, and mitigating threats in dynamic environments. Let’s collaborate on advancing secure, efficient operations!

Experience

1. IT Support Associate

   Cummins Inc.

   May 2023 — Present · Houston, TX, US

   Provided comprehensive IT support for 500-600 end users across 11 branches, consistently meeting SLAs for incident and request fulfillment while achieving high CSAT scores through ServiceNow ticket management, detailed work notes, and trend analysis for reporting.• Led multi-site switch refresh and wiring-closet cleanups in collaboration with LAN/WAN engineers and vendors, standardizing labeling, patching, and rack/UPS hygiene to enhance uptime and reduce mean time to repair (MTTR).• Served as site escalation point for telephony/VoIP issues, coordinating timely triage with carriers and stakeholders to restore service; supported wireless expansions including Aruba AP deployments, site surveys, DHCP scopes, DNS records, and VLAN validations.• Deployed and configured over 500 Dell endpoints (laptops, desktops, tablets) using Dell Migration Tool, preserving user state, validating licensing, and ensuring BitLocker encryption compliance; managed asset lifecycle with inventory audits.• Delivered mobile device support for iOS/Android, MDM enrollment, and policy checks; configured network-enabled APC UPS in IDFs/MDFs, escalating anomalies proactively; conducted root cause analysis for recurring incidents.Selected Projects:• Regional Switch Refresh: Coordinated with vendors and network engineering to stage, cut over, and document access layer replacements across branches, aligning VLANs/DHCP scopes and standard port templates.• Data Room Standardization: Led cross-team effort to re-rack equipment, right-size patch panels, label pathways, and implement airflow/cable-management standards across sites.• Wireless Coverage Expansion: Partnered with vendors and LAN teams to install and validate APs, improving client density and roaming; updated heat maps and inventory.• Business Continuity Playbook: Implemented MiFi failover options during ISP disruptions, documenting steps to maintain critical operations and communications.

Education

• Lycée Esteqlal High School

  Diploma, High School/Secondary Diplomas and Certificates

  1994 — 2006

• California Institute of Applied Technology

  Bachelor of Applied Science - BASc, Computer Information Systems - Cybersecurity

Skills

• Defense
• Intercultural Communication
• Proofreading
• English
• Analysis
• Customer Service
• Technical Translation
• Language Analyst
• Interpreting
• Program Management
• Government
• Manuals
• Language Services
• Linguistics
• International Relations
• Veterans
• Social Media
• Team Leadership
• Foreign Languages
• Research
• Legal Translation
• Military
• French
• Training
• Microsoft Office
• Multilingual
• Strategic Planning
• Management
• Team Building
• Editing
• Leadership
• Localization
• Public Speaking
• Translation