UMAIR KHALID

773-***-**** admt0y@r.postjobfree.com admt0y@r.postjobfree.com

`9208 Keating Ave, Skokie IL,60076

Recent graduate of Northeastern Illinois University graduate offering a strong academic background in IT combined with excellent experience as an IT Help Desk Analyst. Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues. Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of tools and testing methodologies.

EDUCATION

Northeastern Illinois University – Chicago, IL Aug 2018 - Dec 2020

Bachelor of Science in Computer Science GPA: 3.5/4.00

Concentration: Cyber / Network Security / Information Technology

Northeastern Illinois University – Chicago, IL AUG-2021

Pursuing a Master’s in Computer Science

Concentration: Cyber / Network Security / Information Technology

Iqra University – Karachi, Pakistan Aug 2014 - Dec 2016

Associate of Science in Information Technology GPA: 3.8/4.00

Skills

Microsoft Products, Office 365, Cisco Jabber, Sales Force, Operating Systems (Windows 10, Windows Server 2010,2012,2016) SQL, TCP/IP, DNS, DHCP, Service now, windows scripting (PowerShell),PC/Laptop Imaging, iOS Android (mapping installation and troubleshooting, Android, iOS, Windows (XP,Vista,7 and 10) hardware device,7/10 Active directories, Citrix, VDI, Firewall, Routers, Proxy, Security and Monitoring tools, Security, VPN Scheduling software, red hat, Linux, AWS,VPC, Azure, Linux, Red Hat, JIRA, Citrix, Networking, SQL, API(Postman) Auto Hot key,

Certification

AWS Solutions Architect- Associate (Valid till 2023)

CompTIA Security Plus (Valid till 2023)

EXPERIENCE

ISG TIER II Engineer Feb 2020-Present

John Deere Urbandale, Iowa

Troubleshoots complex problems.

Resolves complex problems using advanced troubleshooting skills and all available resources.

Gathers data from multiple sources within and outside client, synthesizes the data into useful information.

Develops solutions and provides product technical support to field teams, channel partners, customers on complex product problems while developing channel partners' technical and Customer Support capability.

lead the research, development and implementation for a broad range of support services and initiatives to provide support for channel partners, customers, and company personnel in order to drive customer satisfaction.

Participates in developing and authoring Product Improvement Program (PIP) solutions. Participates in cross-functional teams (Product Development Process, Order Fulfillment Process and Customer Support Process) internally and externally, providing information and identifying Product Support's concerns and issues for the team.

Develop and deliver advanced technical content training materials.

Travels to collect failure data and application data to provide problem definition on complex problems.

Serve as a resource to other Product Support Representatives, Quality Improvement Teams, etc.

IT Help Desk Analyst Oct 2020 – Feb 2020

Blue Cross Blue Shield Waukegan, IL

•Respond to all incoming contacts (phone/email/online) and provide technical assistance as needed.

•Document incident/request specifics in the Incident Management System.

•Triage/troubleshoot/diagnose/resolve incidents through use of experience, available documentation and tools.

•Maintain effective communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested

•Participate in work projects

•Participate in Continuous process improvement activities, making recommendations.

•Identifies issues in Company software and develops suggested process improvements

•Participates in the overall maintenance of existing software solutions, including training and the deployment of changes and upgrades.

•Troubleshoots IT related issues and performs root cause analysis

•Upholds the security and confidentiality of documents and data within

area of responsibility.

•Updated software versions with patches and new installations to close security loopholes and protect users.

•Responsible for providing L1 and L2 support to end users with computer hardware and software

•Use Active directory to check user account status if its locked or disable. Password expired and Access to the applications

•Windows PC user setup, software configuration, repairs, patch upgrades and requested for laptops.

Service Experience Representative – Jun 2017 – Present

Nordstrom Rack Skokie, IL

•Complete store operational requirements by managing several direct reports.

•Take necessary steps to meet customer needs and effectively resolve service issues.

•Communicate well and use strong interpersonal skills to establish relationship with guest and employees. Phone calls, cash auditing, customer service, lead role

Computer Technician Aug 20-Aug20

Robert Half Wood Dale, IL

•Unpacked, configured, and imaged server, desktop, Printers, Scanner, Fax Machines, projectors and laptop computers

•Installed and analyzed software on computer systems at client’s request.

•Handled equipment inventory and shipping tasks.

•Escalated issues to infrastructure team or third - party vendors.

Muslim Student Organization September2018-December 2020

Volunteer Vice President, Technology Expert Chicago, IL

1.Manage and supervise all technological and financial activities of the organization

2.Lead the activities of governance committee.

3.Built and maintained strong relationship with various other club and organization in campus.

4.Set up new desktop systems and configured laptops for incoming members, loading required software and server permissions.

5.Participate in Continuous process improvement activities, making recommendations.

Student Ambassador / Office Support (Student Employee) Aug2019-Jul2020

Northeastern Illinois University Chicago, IL

•Take phone calls, design and distribute flyers, write emails and host events such as orientations and campus tours. Work on research-based projects and tasks assigned by department.

•Extensive knowledge in windows operation system including android, iOS, Chrome book

•Use Active directory to check user account status if its locked or disable. Password expired and Access to the application.

•Take phone calls, design and distribute flyers, write emails and host events such as orientations and campus tours. Work on research-based projects and tasks assigned by department.

•Assist with technologies and installed and troubleshooted for software on new devices

Computer Technician April 2014-Aug 2016

Tahir & Company Karachi, Pakistan

•Provided desktop, tablet & laptop imaging, Setup printers, scanner, projectors and network support for hospitals.

• Installed and troubleshooted for software on new devices.

•Monitored emergency response hotline for all inquiries

•Install computer hardware, Network devices, Mobile iOS devices and software application

•Setting up the projectors and install virtual machines

•Manage the desktop build and imaging system and process.

•Provides first and second level technical support

•Manage and administer desktop assets in inventory tracking software.

•Updated software versions with patches and new installations to close security loopholes and protect users.

Contact this candidate