Arshad Khan

Silver Spring, MD, ***** 240-***-**** adfpx5@r.postjobfree.com

IT Support Technician

Customer Service

Help Desk Ticketing Systems

Office 365 Management

Tier 1 Level Troubleshooting

Active Directory User Management

Manage Virtual Machines

Technical Support

Workstations Maintenance

Network Administration

Customer-focused IT Support Technician adept at providing extraordinary client service and IT assistance, improving workstation and operating systems, repairing computer hardware, and managing office supplies.

Good analytical and troubleshooting abilities. Patient and able to walk customers through troubleshooting and repair process.

Proven expertise at implementing technology-based solutions for business problems, along with procedures and processes that improve business functionality.

Extensive experience in help desk tier 1 and tier 2 level.

Strong knowledge of viruses’ application glitches and hardware issues.

Adept at Microsoft Active Directory, Office 365, software deployment, creating tickets.

PROFESSIONAL EXPERIENCE

DMV IT Solutions DC, Washington DC Fall 2014 - Present

Helpdesk Technician

Initiate incident tickets and meet incident tickets on time with proper resolutions ensuring complete user satisfaction. Diligently perform initial support, classification, and prioritization activities. Perform testing of company products to detect and diagnose errors and bugs. Monitor all systems for any Tier 1 related problems, and execute any corrections. Keep a track of the status and progress toward resolution of all open incidents.

Followed escalation protocol, identified and troubleshoot work issues using problem solving skills.

Maintained effective coordination keeping IT Director informed of progress in solving problems.

The Red Door SPA DC, Washington DC 4/2006 to 3/2020

Lead/Massage Therapist

Documented and kept track of all the information about the health of customers to determine if there exists any long time injury, if there has been any recent case of accident, if the customer has been allergic to any fruits, oil or anything that might adversely impact the health of customers.

Made the clients aware about the available massage services and give detailed explanation regarding what the service is all about and also about its benefits.

Inquired about any specific areas the client would want us to specifically focus.

Started Inc. DC, Washington DC 5/1995 to 8/2005

Customer Service/Team Leader

Provided internet services for business and residential places and monitored all the out bound phone calls when customer are talking to customer service representative.

Catered to the needs of customers particularly regarding telephone bill for domestic and international calls.

TECHNICAL PROFICIENCIES

Networking:

LAN, WAN, WI-FI, TCP/IP, DHCP, DNS.

Operating Systems:

Windows 10, (32-bit /64-bit), Windows 7/8 (32-bit/64-bit), Servers.

Patch Management:

Desktop Central, ITarian, SCCM.

Security & vulnerability:

Windows Firewall, Antivirus.

Remote/Shadowing:

Zoom, VPN, Zoho Assist, and SCCM.

Ticketing Systems:

Spiceworks, Service-Now

Desktop App:

Microsoft Word, Excel, Outlook, PowerPoint.

Software Management:

Spiceworks, Desktop Central, Office365, PDQ.

EDUCATION

Montgomery College Rockville, MD

Information System spring 2019 -Present

IT TRAINING & CERTIFICATIONS

Help Desk Technician Course Certificate Code: 147***-****-*****

Active Directory User Management Certificate Code: 147***-****-*****

Microsoft Office365Administration Certificate Code: 147***-****-*****

Ticketing Systems Training Certificate Code: 147***-****-*****

CompTIA A+ In Progress

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