Namo Ali
Maple Grove
Summary
Detail-oriented IT Support Specialist with over three years of experience in troubleshooting hardware and software within healthcare technology. CompTIA A+, Network+, and Security+ certified, specializing in cybersecurity, networking, device management, and system maintenance. Focused on delivering secure technical solutions that support end users and critical business operations.
Overview
1
1
Certification
4
4
years of post-secondary education
5
5
years of professional experience
Work History
Technical User Support Analyst I/II
Medtronic
10.2022 - 03.2025
- Provide phone, email, and service desk support via ServiceNow.
- Troubleshoot hardware devices i.e. printers, laptops, mobile devices, and peripheral devices.
- Provided technical support for Windows PCs, iOS and Android devices.
- Troubleshot network connectivity issues involving Wi-Fi, VPN, cellular data, Bluetooth, and device communication.
- Gathered application logs and collaborated with technical teams to troubleshoot issues, ensuring service availability.
- Configured and supported mobile device management (MDM) policies through VMware Workspace ONE.
- Troubleshoot/Managed MDT accounts using Identity & Access Management (IAM).
- Experience utilizing Public Key Infrastructure (PKI), including certificate issuance, trust chain configuration, and secure communication setup.
- Deployed and configured software for Standalone and Client-server environments.
- Diagnosed and resolved technical issues for Medtronic Neuromodulation and Cardiac rhythm medical devices, providing critical support to clinicians and field representatives.
- Tested and implemented new technologies to improve system performance.
IT Support Specialist I / Customer Service Operator
Allina Customer Experience Center
03.2022 - 10.2022
- Managed and maintained user accounts using IBM Security Access Manager to ensure secure authentication and authorization.
- Managed internal employee user accounts in Active Directory, including account provisioning, password resets, account unlocks, and access updates.
- Configured MyChart administrative roles for healthcare providers, enforcing least privilege principles and protecting sensitive patient data.
- Provided scheduling and phone support to facilitate patient and healthcare professional access to systems and appointments.
- Assisted patients in navigating systemwide healthcare services to improve overall experience and satisfaction.
- Supported patients and healthcare professionals by troubleshooting and resolving technical issues, ensuring seamless operation.
- Assisted patients in accessing systemwide healthcare services, enhancing their experience and satisfaction.
- Collaborated with clinical teams to enhance healthcare service delivery, improving workflow efficiency and patient experience.
Medical Assembler
Boston Scientific
09.2021 - 03.2022
- Cultivated effective interpersonal communication skills to enhance teamwork and collaboration.
- Executed detailed assembly instructions and procedures to ensure precision in manufacturing medical devices.
- Worked in a fast-paced, clean manufacturing environment while consistently meeting production goals.
- Constructed medical catheters and devices according to specified manufacturing procedures.
- Maintained workflow efficiency to support production goals. in a fast-paced production environment.
Warehouse Associate (Part-Time)
Amazon
11.2019 - 06.2020
- Performed general warehouse duties including picking, packing, counting, and record keeping.
- Accurately read and interpreted work orders and shipping labels to ensure order accuracy.
- Maintained a clean, organized, and safe work area in a high-volume fulfillment center.
- Demonstrated strong time management and multitasking skills to meet daily productivity goals.
- Utilized excellent verbal and written communication skills to coordinate effectively with team members.
Education
Bachelor’s Degree - Cybersecurity and Information Assurance
Western Governors University
01.2024 - 07.2026
Associate of Science - Network Administration/Analyst
Hennepin Technical College
Brooklyn Park, MN 08.2019 - 05.2021
Skills
- VMware Workspace ONE / AirWatch
- Mobile Device Management
- Active Directory
- Microsoft Office 365
- Android, iOS, Mac, Windows
- Network troubleshooting
- Technical Troubleshooting
- Software deployment
- IT Networking
- Threat Detection and Risk Compliance (GRC)
- ServiceNow Platform
- Problem Solving
- Remote Support
- Customer Service
- Multi-tasking
- Detail Oriented
- Basic Security Awareness
Certification
- CompTIA Security + Certification, 12/31/26
- CompTIA A + Certification, 12/31/25
- CompTIA Network + Certification, 12/31/25
- CompTIA Secure Infrastructure Specialist – CSIS, 12/31/26
- CompTIA IT Operations Specialist –CIOS, 12/31/25
Timeline
Bachelor’s Degree - Cybersecurity and Information Assurance
Western Governors University
01.2024 - 07.2026
Technical User Support Analyst I/II
Medtronic
10.2022 - 03.2025
IT Support Specialist I / Customer Service Operator
Allina Customer Experience Center
03.2022 - 10.2022
Medical Assembler
Boston Scientific
09.2021 - 03.2022
Warehouse Associate (Part-Time)
Amazon
11.2019 - 06.2020
Associate of Science - Network Administration/Analyst
Hennepin Technical College
08.2019 - 05.2021