Technical Support Customer Service

MOHSIN SIDDIQUE

IT TECHNICIAN

732-***-**** ******.**********@*****.*** www.linkedin.com/in/mohsin-siddique25 IT SUPPORT TECHNICIAN

Technical Support Customer Support Software Troubleshooting Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. Areas of expertise include:

SysAid Help Desk Ticketing

Systems

Problem Diagnosis

Technical Troubleshooting

Helpdesk Support

VoIP

Phone & Online Support

Office 365 Support

Cisco Networking

Technical Support & Training

Data Entry / Documentation

Audio/Visual(A/V)Services

Customer Service

Complaint Handling

Remote User Support

Active Directory

Remote Troubleshooting

LAN/WAN

TECHNOLOGY PROFICIENCIES

Ticketing: SysAid Helpdesk, Freshdesk, ServiceNow

Software: Active Directory, Office 365, SysAid, Outlook, Cisco Meraki, Azure, Zoom Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox, Safari Networking: LAN, Mesh Wi-Fi Network Systems, DHCP, IP, VPN, DNS Platforms: Windows 7, Windows 10 Enterprise, Windows 11, macOS, Android, iOS, Chrome OS SYSTEM ADMINISTRATION EXPERIENCE

WINDOWS SERVER 2016 Hands-On Virtual Labs

● Installed and setup VirtualBox, Windows Server 2016, linked clones, and RDP.

● Added Windows 10 client machines to the Windows Server 2016 domain.

● Created and modified Active Directory template user accounts to hold various properties.

● Configured Windows Server 2016 domain settings, server name, TCP/IP settings, and remote desktop.

● Created and linked Group Policy Objects (GPO) in Active Directory.

● Setup Azure AD Connect for hybrid Azure AD join and seamless SSO using password hash sync. WORK EXPERIENCE

HELPDESK Support Technician

Jimmy Jazz · Full-time July 2022 - Dec 2023 New Jersey, Secaucus, United States · On-site Level 1 Helpdesk Support Technician providing technical support to end users by phone, email, and Software services. Assisted users by diagnosing, troubleshooting hardware and software issues and resolving support tickets with the help of the SysAid Helpdesk and other services. As well as escalating more complex problems to tier 2 support, documenting notes, tracking issues, and resolving issued tickets. Providing excellent customer service. Always Maintaining strong communication skills, patience, and the ability to multitask effectively.

● Provided technical and customer support to users, including troubleshooting, diagnosing, and resolving network-related issues.

● Respond to and resolve IT support tickets submitted by end-users.

● Assisted with the deployment of various network devices and services, including SD-WAN, Load Balancers, Cisco routers, switches & firewalls, TCP/IPS/IDS, Wireless LAN, VPN, MPLS, Radius, and MFA.

● Set up and operate audio-visual equipment. Installed flat screen displays on stands and Configured web conferences.

● Modify and troubleshoot all user windows accounts and Outlook distribution list using Microsoft Active Directory.

● Reviewed and assessed daily performance of computer system functionality.

● Performed workstation and printer installations/setups, upgraded computer systems, network upgrades, after hour support, and a variety of projects.

● Provide VPN and Wireless desktop connectivity troubleshooting and configuration.

● Service Desk- Local/remote desktop solutions; Utilized AF-Issued software for User/Resource account management and assigned permissions to internal applications and platforms.

● Configure and troubleshoot audio-visual systems for corporate meetings. Installed audio-visual equipment for conferences.

● Troubleshooting communication cables for LAN and WAN Systems.

● Monitor and maintain network infrastructure, including switches, routers, and firewalls. Maintained up-to-date knowledge of all software features to properly assist end users.

● Document IT processes and procedures for future reference and training purposes.

● Implemented security protocols, monitored and maintained company systems, and resolved user issues before escalations.

● Provide event support for meetings involving video conferencing, presentation, video streaming, video recording, and other technical requirements.

● Experience with Cisco Meraki wireless managed network infrastructure. Locating and Connecting Cisco Meraki Routers.

● Experience with (AWS) Amazon Web Services and Microsoft Azure Security with managing workstations, using Multiple Authentication, Secure Administrator Access, and for Secure Networking.

EDUCATION & CREDENTIALS

CERTIFICATIONS

GOOGLE IT SUPPORT PROFESSIONAL CERTIFICATE

Microsoft 365 Certified: Fundamentals

Customer Service Certified: Fundamentals

(AWS) Amazon Web Services Certified: Fundamentals

Windows Operating System Fundamentals

Network Security Cisco Certified

High School Diploma

OLD BRIDGE HIGH SCHOOL, Old Bridge, NJ 2007-2011

College

Ocean County College, Toms River NJ

Computer Science Information Technology

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