Desk Agent It Help

Muhammad Ahsan Mushtaq

***** *********** ***, **********, ** 20619

240-***-**** *******.********@*****.***

OBJECTIVES

Hard worker seeking a position focused on cyber or information security. Very capable at handling multiple tasks thanks to working fulltime during school to fund college tuition while still maintaining good grades.

WORK EXPERIENCE

Subway, Leonardtown, MD January 2021 – present

IT Help Desk Agent, IT Desktop Connectivity (ITDC) Team

–Helped users resolve issues with hardware and software through ticketing system ServiceNow. Bomgar was used to remote into users’ computers (Mac and Windows). Every step taken was documented and if the issues persisted, the problem would be escalated to another team. Typical tasks included:

oInstalling software (Adobe, Microsoft 365 applications, Graph Pad, etc.)

oTroubleshooting errors (files not opening, applications crashing, expired license)

oFixing user account issues (unable to login, account is locked/disabled)

oFixing PIV card and VPN issues (granting users Temp PIV exemption, logging into Cisco VPN, granting users Single Factor Authentication so PIV is not required for VPN)

oEnrolling RSA tokens to users, verifying their identity, and teaching the users how to use it

oProvisioning user phones (MobileIron Go)

–Uses Jabber, Finesse, and ServiceNow to help users resolve issues with hardware and software. Bomgar is used to remote into users’ computers (MacOS and Windows). Every step taken is documented and if the issues persist, the problem is escalated to another team. Typical tasks include:

oSubmitting requests on behalf of users for account creation (WebEx, Box, Adobe, etc.)

oSetting up and troubleshooting user requests for Secure Email File Transfer (SEFT) and other email services

EDUCATION

College of Southern Maryland Leonardtown, MD

Cybersecurity, AAS Anticipated graduation: December 2022

Relevant Coursework:

– Network Security

– Ethical Hacking

– Implementing Cisco IP Routing

– Linux System Administration

– Installing and Configuring Windows Server

– Digital Forensics Analysis and Applications

– Fundamentals of NETWORKING

– Fundamentals of Computer Troubleshooting

Certifications

CompTIA Security+ MAY 2021 to MAY 2024

TECHNICAL SKILLS

Operating Systems: Cisco IOS; Windows 7, 8, and 10; Windows Server 2012 to 2019; Red Hat & Kali Linux, MacOS

Software: Active Directory, Microsoft Office 2016 (SharePoint), VMware, Hyper-V, Bomgar, ServiceNow, Tenable Nessus, Nmap, Wireshark

Hardware: Cisco ISR 2900, 3900; Cisco Switches 3750, 3750X; Laptops, Workstations, Servers

Networking: Routing and Remote Access, FTP, TFTP, TCP/IP, Ping, Telnet, Terminal Emulator, VPN, DHCP, DNS, SSH, Ethereal, LAN, VLAN, NAT, PPTP, LT2P, RADIUS, SNMP, NTP, RIP, OSPF, EIGRP, GRE

Programing Languages: Basic knowledge of Python, C++ and Java

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