Mohanad Al-Safi

Quick solutions & client focused Corporate/Executive IT Support with 17 years of experience providing first-class technical support/customer service to companies as large as 3,000+ users. Lasting resolutions, demonstrated the ability to identify root causes. Proficient in a variety of operating systems, applications, and hardware with a proven ability to master/find new tools, solutions, and technologies.

Earthjustice, San Francisco, CA

Technical Analyst II – 2024-Present

• HQ Office Move: Spearheaded identifying hardware on hand and hardware needed for HQ office move. Standardized workstations across HQ.
• Led HQ e-waste project.
• Supported 600+ employees across the U.S. and internationally on hardware, software, and M365 systems.
• Microsoft 365 support and administration, AD Manager, Azure/Entra, and Intune. Account and group creation, permissions, and maintenance. 
• Queue Manager: Managed incoming IT queue and assigned/prioritized tickets across the IT department.
• Windows 10 and 11 laptop and workstation troubleshooting, repairs and swaps. Printer and conference room troubleshooting and support.
• Mobile device support and MDM for Android and iOS.
• Delivered dedicated white glove executive support to Earthjustice president and all executives at HQ.
• Technical writing: Created IT knowledge base articles for assorted issues.
• Led hardware preparation for yearly retreat/ training conference for all attorneys at Earthjustice.

Green Phoenix Solutions, Oakland, CA

IT Consultant – 2017 – 2024

• Peet’s Coffee
• Active directory cleanup project
• Conference room upgrade project
• Hired and managed subcontractors during Covid-19 lockdown to maintain IT service continuity.
• Created standard Image for employee workstations.
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• Forte
• Okta Cleanup project

• Various Small Business in Oakland CA
• Setup POS Systems, Security Cameras, Employee Tracking and Payroll

On Lok Lifeways, San Francisco, CA

Desktop Support – 2016 - 2019

• Provided first class tech support to 1000+ users in 14 sites across the Bay Area.
• Active Directory: created user and service accounts, created and maintained distribution lists, security groups, permissions, unlocked accounts, reset user’s passwords. 
• Active Directory Clean Up Project: Cleaned active directory of all old user and computer accounts. Organized OUs based on site, department, and devices.
• Exchange 2016: created and maintained user and service mailboxes/sizes, calendar permissions, distribution lists, SMPT addresses.
• Provided first class support for all printers, copiers, fax machines, PCs and peripherals. 
• Provided first class support for Microsoft Windows 7/8/10. MS Office 2010-16.
• Setup test print server environment for testing Windows 10 print drivers for Lexmark virtual fax.
• Provided first class support for various connectivity and network issues: VPN, VLAN, DNS, DHCP/Static, LAN/WAN, Port Activation/Connectivity issues, Wi-Fi/AP issues. 
• Troubleshoot various mobile devices on multiple platforms such as Android, iOS   
• Assisted System Engineers in troubleshooting/replacing firewalls switches, tracing cables, as well as system wide upgrades/outages.
• Technical writing: Created and updated end user and technician documents/instructions.                   
• Troubleshoot basic Cisco phones and basic management of user profiles and voice mailboxes in CUCM. 
• Laptop Encryption Project: Led company-wide project swapping/upgrading and encrypting all laptops.

Academy of Art University, San Francisco, CA

Technician Level II/Desktop Support 2012 -2015

• Active Directory: created user and service accounts, created and maintained distribution lists, security group permissions, unlocked accounts, reset user’s passwords. 
• Exchange 2010:  created and maintained user and service mailboxes/sizes, mailbox and calendar permissions, distribution lists, SMPT addresses.
• Technical writing: Created new and rewrote old, outdated IT and end user documents.
• Provided first class support for various connectivity and network issues: VPN, VLAN, DNS, DHCP/Static, LAN/WAN, Port Activation/Connectivity issues, Wi-Fi/AP issues. 
• Helped with and guided Level 1 technicians and took Level 2 escalations.
• Responsible for fully functional temporary workstations setups for events and registration. 
• Provided first class support for all printers, copiers, fax machines, PCs, Windows 7/8/XP, Office 2003-13.
• Provided first class customer service/support all Academy of Art employees nationwide. Supported 43 different sites in San Francisco. 
• Troubleshoot various mobile devices on multiple platforms such as Android, iOS, and BlackBerry OS
• Troubleshoot some Telecom issues: Reset voice mail passwords, on Cisco Call Manager, Cisco IP communicator, Checked and fixed on call recording in CallRex.
• Assisted System Engineers in troubleshooting\replacing firewalls switches, and servers & tracing cables.

OpenTable, San Francisco, CA 

Help Desk/Desktop/Telecom 2008- 2012

• Active Directory: created user & service accounts, created and maintained DLs file server permissions, user and security group permissions, unlocked accounts, reset user’s passwords. 
• Exchange 2007: created and maintained user and service mailboxes/sizes, mailbox and calendar permissions, distribution lists, SMPT addresses.
• Intranet Company Resources: Created and maintained user accounts and privileges. 
• MS Great Plains accounts and permissions. Unlocked and reset MS Great Plains accounts. 
• Technical writing: Created new and rewrote old, outdated IT and end user documents.
• Provided first class support for various connectivity and network issues: VPN, VLAN, DNS, DHCP/Static, LAN/WAN, Sprint Wireless 3G/4G cards and Hotspots.
• Provided first class support for all printers, copiers, fax machines, Windows 7/XP, MS Office 2003-2010.
• Provided first class customer service/support all OpenTable employees worldwide.
• Troubleshoot various mobile devise on multiple platforms such as Android, iOS, and BlackBerry OS
• Troubleshoot all Telecom issues: Maintain and add/remove all phone lines on Avia.

John Muir, Walnut Creek CA

Desktop Support 6/08 – 9/08

• Memory Upgrade project for all hospitals and offices in Contra Costa County.
• Provided technical support for Windows XP, Office 2003 and Office 2007.
• Provided technical support for a variety of network connectivity issues: DNS, TCP/IP, LAN/WAN.
• Provided technical support for a wide range of hardware and software related printer issues.
• Provided prompt problem identification, documentation, and escalation of trouble tickets. 
• Provided excellent customer service to a wide variety of users to all Contra Costa offices, clinics, and hospitals.

Udemy: Become a Master at Conflict Management at Home or Work

Udemy: Becoming an Empathetic Leader

Udemy: Communications for New Managers

Udemy: IT Project Management - Delivering successful IT projects

Udemy: Management & Leadership Skills - When To Manage Or Lead

Contra Costa County ROP: Video Production