Rami Fadel

About

IT professional based in Oakley, CA with hands-on experience across Help Desk, Desktop Support, and IT operations. Currently working as an IT Technician at Skydio, supporting internal users across macOS, Windows, and Linux environments.

Background includes internship experience at Apple (IS&T Helpline), Tier 1/2 support at Crosslink, and technical training through Year Up's IT/Help Desk program. I hold a B.S. in Computer Science from California State University, East Bay.

Arabic–English bilingual. I build automations on the side to solve real problems faster.

Current Role

IT Technician @ Skydio

Location

Oakley, CA — Bay Area

Degree

B.S. Computer Science — CSUEB

Certifications

CISCO IT Essentials • Linux SysAdmin • YearUp IT

Skills

Technical Tools

ServiceNow Jira Confluence VMware Workstation VirtualBox Proxmox TeamViewer Zoom

Systems & Software

macOS Windows 10/11 Linux Microsoft 365 Google Workspace Teams

Support & Troubleshooting

Remote Desktop Hardware Diagnostics Software Installation User Account Mgmt Password Resets Printers & Peripherals

Directory & Security

Active Directory MFA 2SV Apple ID / SSO

Networking

TCP/IP DNS DHCP LAN/WAN VPN Switches / Routers

Certifications

CISCO IT Essentials Linux SysAdmin YearUp IT Track

Experience

Skydio May 2025 – Current

IT Technician

Hayward, CA

Provided frontline technical support to internal users for autonomy platforms, hardware, and software issues
Troubleshot hardware and software problems across macOS, Windows, and Linux systems
Supported onboarding and offboarding by provisioning accounts, configuring devices, and ensuring access across critical business tools
Managed support tickets in ITSM platforms, documented incident resolutions, and updated knowledge base articles
Assisted with AV and conference hardware diagnostics and troubleshooting

Crosslink Nov 2024 – April 2025

Customer Support Specialist

Lathrop, CA

Provided Tier 1/2 support for tax software, account issues, and form errors using Admin Tool, Jira, and Confluence
Assisted users via screen-sharing to troubleshoot and resolve technical issues efficiently
Created tickets and knowledge base documentation to streamline support and escalate bugs to engineering

Apple Feb 2024 – Aug 2024

IS&T Helpline Analyst

Elk Grove, CA

Resolved daily technical issues for internal Apple employees via ServiceNow, averaging 35 tickets/day
Supported MFA, Apple ID, 2SV, authentication, and access issues across macOS and iOS environments
Assisted with password resets, profile configuration, and hardware/software troubleshooting

Waymo Nov 2020 – June 2023

AV Trainer & Vehicle Operator

San Francisco, CA

Trained new operators on procedures, tools, and best practices for self-driving vehicle operation
Led classroom sessions on software updates and internal protocols
Performed troubleshooting of in-vehicle hardware/software and reported findings to engineering teams

Education

Year Up

Track Training: IT / Help Desk

Aug 2023 – Aug 2024 • Pleasant Hill, CA

One-year career development program with college-level courses and a 6-month internship
200+ hours of hands-on training in the IT/Help Desk track
Earned 31 college credit recommendations through ACE CREDIT
Relevant courses: Computer Literacy, IT Essentials, CISCO IT Essentials

California State University, East Bay

B.S. Computer Science

Graduated May 2023 • Hayward, CA

Relevant coursework: Operating Systems, Computer Networks, Security and Information Assurance, Computer Organization, Database Architecture

Projects

Active

Automated Job Search Pipeline

n8n workflow that scrapes Indeed via Apify, scores job listings with GPT, and auto-generates tailored resumes and cover letters as Google Docs — all on a schedule.

n8n Apify GPT-4o Google Drive API Automation

Coming Soon

Project 2

In progress — stay tuned.

IT Support