Active Directory Service Desk

FROZAN SAHAK

Aldie, VA ***** 571-***-**** ******.*****@*****.***

Summary

As an engineering graduate and with hands-on experience on Cisco Routers, Cisco Switches, Real network, Microsoft Servers as well as freelance teaching experience has helped me learn a lot in the networking field. I am looking forward to working with companies where I can learn, work and grow professionally and personally. Well-rounded, very team oriented and, also withholds an excellent ability to learn different positions quickly, also highly trained, and able to remain calm in high stress situations.

Technical Skills

Skills

Routing, Ripv2 Ospf, EIGRP,

Static Routing, Trunking, Access list

Nat, PAT, Spanning Tree, Vlan, Switching, Pvst, Vlan Routing,

Subnetting, Ip Addressing, OSI Model, HSRP VRRP

Install, monitor, troubleshoot, replace, and support, HP safe, manage inventory, virtual desk top

Strong knowledge of TCP/IP, OSI Model, LAN/WAN topologies,

Routing and Switching protocols, VLANs, ACLs, NAT, VPN, and Firewall concept.

Hands-on experience with Cisco routers and switches, and other networking equipment

Microsoft Office 365 Admin

Microsoft SharePoint

Adobe Creative Cloud

Microsoft Teams Admin

Active Directory Admin

Windows PowerShell

Azure Active Directory

Windows 10

Experience

Service Desk Analyst 08/2016 to 2020

FEDEX OFFICE VIENNA, VA

Supervised, coordinated, and resolved complex break and/or fix issues.

Took responsibility for incident resolution and provided timely assistance.

Received, prioritized, documented, and actively resolved end user incidents and requests ensuring proper computer operation so that end users can accomplish business tasks.

Configured and installed computer and mobile equipment for new and current employees.

Installed, diagnosed, repaired, maintained, and upgraded all PC/MAC/Network hardware and equipment to ensure optimal workstation performance.

Troubleshooted problem areas (in person, by telephone, or via e-email) in a timely and accurate fashion.

Performed on-site analysis, diagnosis, and resolution of complex desktop/hardware problems for end-users: recommend and implement corrective solutions, including off-site repair for remote users as needed.

Tested fixes to ensure problem has been adequately resolved.

Performed post-resolution follow-ups to help requests.

Maintained End User accounts (add/modify/delete) in various systems, such as Active Directory, MS Exchange, as well as documenting procedures.

Created and maintained technical documentation around Service Desk procedures.

Effective and proactive communication with customers of all IT department initiatives.

Performed related special projects or other duties as assigned.

IT SUPPORT 10/2011 to 06/31/2016

NORDSTORM STERLING VA

Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization

Install and upgrade computer components and software, manage virtual servers, and integrate automation processes.

Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.

Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure.

Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.

Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions.

Responsible for capacity, storage planning, and database performance

IT CONSULTANT 03/2008 to 07/2011

L3 COMMUNICATION McLean, VA

Provided exceptional customer service and technical support to end-users via phone, email, and chat.

Assisted with account and access management for various applications and systems, including Active Directory, Exchange, and SharePoint

Troubleshot and resolved hardware and software issues for desktops, laptops, and mobile devices.

Monitored and escalated tickets to appropriate teams for resolution

Maintained accurate documentation of all requests and resolutions in a ticketing system

Contributed to the development and improvement of knowledge base articles and documentation.

Participated in team projects and provided support for system upgrades and deployments

Education, Certificates and Training

Education:

Nova Community College

B.A. in Information Technology, Pakistan Degree College, PAK, 06/2006

IT Certificates:

1-CCNA Certification: Earned in 2023

2-F5 Certifications: In progress

3-ITIL Foundation Certification

4-CompTIA A+, Network+, and Security+

5-Microsoft Certified Solutions Associate (MCSA)

References:

Will be provide upon request

Contact this candidate