Yasmine M.
Information Technology Support Specialist @ Johns Hopkins Medicine | IT Support, Cyber Operations
- Role
- Information Technology Support Specialist at Johns Hopkins Medicine
- Location
- Washington, DC, US
- LinkedIn followers
- 500 followers
About Yasmine M.
Certified and adaptable Information Technology Support Specialist with 4+ years of…
Experience
Information Technology Support Specialist
Dec 2024 — Present · Baltimore, MD, US
Provided first-level technical support for faculty, staff, and students across Johns Hopkins University and Health System-Gained proficiency in ticketing systems like ServiceNow to track and manage support requests efficiently-Developed strong customer service skills by assisting users with a wide range of technical problems via phone, email, and chat-Handled high volumes of incidents and service requests, ensuring timely resolution and escalation when necessary-Documented troubleshooting steps and solutions in the knowledge base, contributing to continuous service improvement-Worked closely with Tier 2/3 support, network engineers, and application teams to resolve complex issues-Participated in team meetings and knowledge-sharing sessions to stay updated on system changes and best practices-Applied ITIL framework concepts, including incident, problem, and change management-Became familiar with remote access tools like Bomgar or Microsoft Remote Desktop for off-site support-Became familiar with applications like Epic, Kronos, SAP, and Avaya-Familiar with Identity and Access Management (IAM) concepts and tools, including user provisioning, access reviews, and role-based access control (RBAC)-Worked with IAM technologies to manage user authentication and authorization across enterprise systems-Assisted in enforcing security policies and compliance through IAM protocols and audit processes- Provided end-user support for secure virtual desktop environments, including MyCloud and Safe Desktop, ensuring remote access and application availability- Assisted users with login, session performance, and file access issues within MyCloud and Safe Desktop platforms- Troubleshot access permissions, MFA issues, and software compatibility in virtual workspace environments- Supported secure, compliant access to sensitive systems through Safe Desktop, including HIPAA-aligned workflows
Education
Community College of Baltimore County
Associate's degree
University of Maryland Global Campus
Master of Science - MS
2025 — 2027
University of Baltimore
Bachelor of Science - BS
2020 — 2022
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