Mohammad Akram currently serves as a Help Desk Support Specialist II at the New York City Fire Department, where he plays a pivotal role in bridging the gap between various technology groups and end users. With extensive experience in IT support, Mohammad has honed his...
Mohammad Akram currently serves as a Help Desk Support Specialist II at the New York City Fire Department, where he plays a pivotal role in bridging the gap between various technology groups and end users. With extensive experience in IT support, Mohammad has honed his skills in troubleshooting a diverse array of operating systems, including Windows, iOS, and Android, as well as managing Local Area Networks (LAN). His proficiency in the ServiceNow ticketing system allows him to efficiently create and manage tickets in the Magic system, ensuring that all user issues are addressed promptly and effectively.
In his current role, Mohammad not only provides first-level technical assistance but also excels in second-level troubleshooting, showcasing his depth of knowledge in computer networking and system administration. His expertise extends to Mobile Device Management (MDM) solutions, particularly AirWatch, which enhances the department's ability to manage and secure mobile platforms. As he pursues certifications in networking and cybersecurity, Mohammad is committed to staying abreast of industry trends and best practices, further solidifying his role as a key asset to the department.
His dedication to customer service operations is evident in his approach to IT escalation, where he ensures that user concerns are resolved with the utmost professionalism and efficiency. With a strong foundation in Active Directory policy management and a keen understanding of ticketing systems, Mohammad Akram is not only an integral part of the Fire Department's IT framework but also a proactive contributor to its ongoing technological advancements.
