Ayesha Akhtar

**** ***** **, **********, **, ****3 571-***-**** ad39y2@r.postjobfree.com

Results-oriented IT Help Desk Technician with 6 years of experience providing technical support and resolving end-user issues. Seeking to leverage strong troubleshooting skills and customer service experience in a dynamic IT environment.

Professional Experience

Prince William County Schools Woodbridge, VA

IT Support Analyst Aug 2022 – Current

Provided tier-1 support to end-users, resolving hardware, software, and network issues promptly and efficiently.

Logged and tracked support tickets including self-service using help desk ticketing system, ensuring timely resolution and documentation of all reported problems.

Assisted with the installation, configuration, and troubleshooting of desktops, laptops, printers, and other peripherals.

Provide phone-in and email support along with software and hardware support.

Collaborated with other IT teams to escalate and resolve complex technical issues.

Troubleshooting issues with Microsoft Office suite and Outlook.

First line of troubleshooting with incident triage and following escalation procedures.

Collaborating with Tier 2 and Tier 3 support for prompt resolution of issues.

Providing licenses and access through Group Policy/Security Groups.

Setting up and supporting Remote Desktops.

Creating and supporting SFTPs for secure file transfer.

Contributing to Knowledge Article Management to help teammates and new hires in resolving issues more efficiently.

Skills: Microsoft Office · Active Directory · Group Policy · Technical Support · Remote Troubleshooting · VPN · Customer Service · MFA · ManageEngine · Endpoint

Arise Woodbridge, VA

Customer Support Specialist Oct 2022 – Jan 2024

Effectively resolved customer inquiries, concerns, and issues related to automotive products and services through phone, email, and chat support.

Demonstrated in-depth knowledge of various automotive models, features, and maintenance procedures to provide accurate and helpful information.

Collaborated with cross-functional teams, including sales, service, and technical support, to ensure comprehensive and prompt resolution of customer concerns.

Customer expectations management by actively listening to customer needs, addressing concerns, and offering appropriate solutions.

Utilized CRM software Swoop to document customer interactions, track issues, and follow up on resolutions, ensuring accurate and up-to-date records.

Provided guidance on warranty information, product specifications, and post-purchase support to customers.

Skills: Analytical Skills · Technical Assistance · Customer Support · Remote Troubleshooting

ResultsCX Woodbridge, VA

Tier 1 IT Support April 2022 – Oct 2022

Delivered high-quality technical support to employees across multiple locations, ensuring minimal downtime and disruption to business operations.

Managed user accounts, permissions, and access rights in Active Directory.

Participated in IT projects, including system upgrades, software deployments, task management, and infrastructure expansions.

Documented and maintained IT procedures, knowledge base articles, and user guides.

Assisted in the evaluation and selection of IT products and services.

Used SCCM/ for Bitlocker recovery and remoting into user devices.

Supported GlobalProtect VPN and performed basic troubleshooting.

Resolving Tier 1 tickets and meeting first contact resolutions standards.

Skills: Microsoft Office · Microsoft OneDrive · Active Directory · IT Security Training · Jira · RDP · Hardware troubleshooting · Microsoft Outlook · Group Policy · Networking · Troubleshooting · VPN · Printers

Just White Hat, Pakistan Islamabad, Pakistan

Technical Support Representative August 2017-July 2020

Provisioned and deployed office equipment including laptops, printers, routers etc.

Provided frontline technical support to customers, troubleshooting software and hardware issues for consumer electronics products.

Configuration support for standard and non-standard computer systems.

Timely resolution of issues to reduce effect on business operations.

Skills: Hardware troubleshooting · Equipment Installation · Software Troubleshooting · Technical Assistance · Analytical Skills · Customer Service

Project

VoIP Final Year Project

Worked within a team to build a Voice-over-IP project using Java.

Android Studio for android app development.

Maven build tools to manage dependencies.

Built and hosted the live android web app over cloud.

Education

Foundation University Islamabad, Pakistan

Bachelor of Computers in Software Engineering (2013-2017)

Skills

Proficient in diagnosing and resolving hardware, software, and network issues.

Experienced in providing technical support via phone, email, and in-person.

Knowledgeable in Microsoft Windows and Office Suite applications

Familiarity with Active Directory and user account management

Ability to prioritize and manage multiple tasks in a fast-paced environment.

Strong communication and interpersonal skills

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