Desktop Support Customer

Waseem Quraishi

Knoxville, TN

EDUCATION

Bachelor’s in cyber security (in process) - Western Governor’s University

Associate in Information Technology - Cyber Defense Roane State Community College

Associate in General Science - Pellissippi State Community College

PROFESSIONAL EXPERIENCE

SAIC December 2020-March 2021

Desktop Support Technician

Unlock customer’s account.

Reset password.

Distribute software.

Solve VPN connection problems.

Solve multiple account lockout problems.

Solve iPhone problems such as email not updating.

Escalated problems to appropriate team if needed.

PDS July 2020 – November 2020

Remote Help desk

Reset passwords, unlock accounts, set permissions in Active Directory.

Handle 35-45 tickets calls a day with a resolution rate of 95%.

Utilized Jira Ticketing system to resolve or escalate trouble tickets.

Diagnosed tickets and made decision to resolve or escalate to next tier if needed.

Provided support for both hardware and software tickets.

Activate patient’s accounts in patient portal.

Reset password in patient portal.

Activate accounts in patient portal by providing the access code to the patient.

Create ticket for the IT department.

Trouble shoot patient portal account problems.

Oak Ridge National Laboratory- Oak Ridge, TN Jan 2020 – Mar 2020

Desktop Support Technician

Work as an intern as desktop support. Working on a project updating Windows on every customer’s computer.

Install new SSD drives with windows 10 OS and installing the necessary software.

Adding firewall patch.

Taking the new drive to the customer’s desk and installing the new drive in the machine.

Adding the customer to the domain.

Assisted with other troubleshooting.

SAIC- Oak Ridge, TN Nov 2019 – Jan 2020

Help Desk Support Intern

Unlock customer’s account.

Reset password.

Distribute software.

Solve VPN connection problems.

Solve multiple account lockout problems.

Solve Iphone problems such as email not updating.

Escalated problems to appropriate team if needed.

US Cellular- Knoxville, TN May 2019 – Nov 2019

Call Center Associate

Take inbound calls from customers.

Answer billing questions.

Take payments over the phone

Suggest new phone plans.

Activate new phone lines.

Troubleshoot technical issues.

Contact this candidate