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Customer Service Technical Support

Alexandria, Virginia, United States
August 09, 2018

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Muhammad Umair

Phone: 703-***-****


Address: **** ******** ***** ********, ******** 20111

Security Clearance: U.S. Citizen eligible for DoD Secret

Cleared public trust from the present job

Seeking for a job related to web testing or technical support.


Customer service oriented Helpdesk Specialist. Expert in providing technical support to users in an efficient and accurate manner. Worked as firm’s front line to solve basic technical problems and provide support for all assigned areas. In-depth over six months’ work experience with computer web testing and desktop applications. Two years of experience as a computer tech (Voluntarily in a high school).


Proficient with computers hardware

Microsoft Office Specialist Certified (Expertise in using Visio, Word, Excel, PowerPoint, Access)

Languages: Java, Python, SQL (courses are taken from George Mason University)

Handy work experience in Windows OS, Mac, Linux

Experience of developing simple web pages using Dreamweaver, HTML, and CSS.

Proactive with accuracy and attention to details, organizational and problem-solving skills.

Excellent interpersonal and communication skills.

Airline Management Skills.

Demonstrated the ability to work in a tense environment.

Employment History

USPTO, Alexandria VA 10/2017 – present

Quality Control Technician (22nd Century Technologies)

Develop, execute and analyze quality-reporting measures.

Report to management on quality issues, trends, and losses.

Test the new system to see if deployment has been completed

Assist users with Outlook, Word, PowerPoint, Excel, Access (2016)

Ensure user gets all the data and software back from their old laptop

If missing then back up users software and files from their old laptop

Activate Avamar client for users so they can back up their files on daily bases

Use supported remote desktop control to resolve the issue

Document, update and close tickets (Remedy ticketing system)

OCTO, Washington DC 03/2017 – 10/2017

Help Desk Technician – Office of the Chief Technology Officer (OCTO)

Provide phone, email, and help-desk support for local and off-site users

Set up accounts and passwords for specific users with authorization to access networks

Managed email set up spam controls and ensured that virus protection was up-to-date

Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions

Create and close tickets for DCPS (Remedy Ticketing System)

Provide help with Outlook, Word, PowerPoint, Excel, Access (2016)

Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems

Porter Airline, Washington Dulles Airport, Dulles, VA, 07/2014 – 02/2017 • Ticketing reservations agent using Althea software. Also provide technical support to solve issues with bag tag printer, boarding pass printer, and network connectivity by connecting routers to the modem.

• Technical assistant and customer service trainer, 2015–2017

• Using Althea software to make or fix reservations for passengers

• Perform scheduled and daily report for employees

• Help ticket agents print pay stub, task assignments, admin docs.

ASHRAE – Silver Spring, MD 09/2013 - 06/2014

Role - Quality Assurance Web Tester

ASHRAE is an organization that provides heating and cooling standards in North America.

Project - ASHRAE Digital Rights Management [DRM]

A web-based solution for publishers, authors and readers to digitally control the view and print of books and publications. It allows protecting documents in PDF, MS Word, Excel, and many other formats.

Involved in testing on various platforms including Linux (Ubuntu, Redhat, Fedora, OpenSUSE), Windows, Mac, Android, IOS

Involved in Regression Testing during Builds and Releases

Involved in Browser Interoperability testing for various versions of Internet Explorer, Safari, Firefox and Chrome

Involved in database testing using SQL Server 2010

Involved in reporting bugs using Fogbugs.

Work closely with the QA manager to plan, schedule, and execute the QA strategy.

Plan, design, and implement application databases code objects, such as stored procedures and views.

Involved in testing webpage content and controls, cache issues, log in - log out session issues, browser compatibility, speed via modems, text accessibility


Majoring in Information Technology at George Mason University (Volgenau School of Engineering, Fairfax, Virginia), exp. July 2019

A.S. Information Technology, Northern Virginia Community College,

GPA 3.6

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