Abdur Ra'uf Salam
About Abdur Ra'uf Salam
Abdur Ra'uf Salam is a Remote Support Engineer with extensive experience in IT support roles, including positions at ECS and DMI. He specializes in Salesforce application development, service request management, and user support, and holds a Bachelor's degree in Computer Science from Morgan State University.
Current Role at Insight Global
Abdur Ra'uf Salam serves as a Remote Support Engineer at Insight Global since 2022. In this role, he provides technical support to users remotely, ensuring efficient resolution of issues. He utilizes various tools and technologies to assist users effectively, contributing to the overall productivity of the organization.
Previous Experience in IT Support
Prior to his current position, Salam accumulated extensive experience in IT support roles. He worked at ECS as a Tier III Help Desk from 2016 to 2022, where he handled complex technical issues. He also served as a Desktop Support Technician at DMI for six months in 2022 and as a Tier III Help-Desk Support at The Goal in 2016. His background includes roles at By Light Professional IT Services and Phacil, where he provided customer support and technical assistance.
Technical Skills and Responsibilities
Salam possesses a range of technical skills relevant to his role. He provides Salesforce administrative application development and testing, and utilizes RemedyForce for service requests and ticket management. His responsibilities include pushing security patches, configuring Microsoft Company Portal and Azure Active Directory, and managing user profiles through Active Directory Manager Plus. He also creates remote sessions using GoToAssist to support end-users.
Educational Background
Abdur Ra'uf Salam studied Computer Science at Morgan State University, where he is expected to earn his Bachelor's degree in 2024. He completed his high school education at Suitland High School, obtaining his High School Diploma in 2011. His educational background provides a solid foundation for his career in IT support and engineering.
Documentation and Process Management
In his roles, Salam has been responsible for creating and managing Standard Operating Procedures (SOP) documentation using Scribehow. He manages the laptop refresh process and oversees the distribution of laptops. His experience includes re-imaging devices for onboarding new users and maintaining device inventory through BMC Client Agent.