It Specialist Customer Service

Mohammed Saidul Rahamatullah

********.************@*****.***

SUMMARY

Extensive years of experience as IT Specialist/Helpdesk Specialist.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Detail-oriented [IT Specialist] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 1 and 2 support knowledge.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Experienced working with Windows 2010-2011 servers.

Manage computers & laptops of faculty Staffs clints and provide technical support.

Perform computer repair, upgrade, Installed & configure.

Troubleshoot various hardware and software problems on daily basis.

Utilize Service Now as the ticketing tool to track and escalate tickets for end users.

Worked with WINS, DNS, and DHCP servers.

TECHNICAL SKILLS

Window 10,11, MS-Word, MS-Excel and Word-Perfect, Microsoft Office 2010 (Word, Access, Excel, Power Point, share point and Outlook), Word Perfect, Corel Draw / Photo Paint, MS Project, MS, audio and Visio, HTML, DHTML, XML, FTP.

EDUCATION

Bachelor in Homeland Security.

Graduation date 07/19/2024

University of Maryland Global Campus Adolphi, MD

IT Specialist: Department of Buildings

Washington DC - December 2022-November 2024

Job Description:

Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Monitored systems in operation and input commands to troubleshoot areas.

Patched software and installed new versions to eliminate security problems and protect data.

Configured hardware, devices, and software to set up workstations for employees.

Desktop support including Hardware/Software troubleshooting in windows active Directory and enterprise domain environments.

Knowledge in troubleshooting enterprise printers

Knowledge in rapid deployments, OS imaging, laptop, mobile, and IPAD tablet devices, MS Office365

Supervises operation of help desk and serves as focal point for customer concerns.

Provides support to end users on a variety of issues.

Identifies, researches, and resolves technical problems.

Provides support for software, hardware, and networking support for desktops, laptops, and servers

Provide end-user support services, troubleshooting assistance, and problem resolution via telephone, remotely, email, and Teams.

Provide support for issues related to password resets, MS Office, Outlook, and network connectivity issues.

Organized and maintained inventory equipment list.

Test and certified PCs, networks, servers, and company-approved applications.

Properly documented all PC moves, reassignments, and equipment replacement.

Used problem solving skills to diagnose, troubleshoot, and resolve connectivity issues.

Assisted with account recovery, password reset, mobile device management, and deskside support.

Document and resolve end-user issues via ServiceNow ticketing system.

Installed, tested, and supported audio and video equipment in conference rooms.

Maintained accurate and complete inventory record of IT equipment.

Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.

Interacts with network services, software systems engineering, and /or applications development to restore service and/or identify and correct core problems.

Simulates or recreates user problems to resolve operating difficulties.

Recommend systems modifications to reduce user problems.

Knowledge in desktop support, hardware, software, mobile devices.

VPN and remote management tools.

Windows OS imaging & Microsoft tools

Experience using a ticket management system, especially ServiceNow.

Experience providing remote support.

Capital one Bank, Arlington, VA May 2022 – Aug 2022

Help Desk Support

Provide application support through remote access tools to resolve internal end user issues.

Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware.

Provided troubleshooting assistance by phone for various users’ problems.

Provide application support through remote access tools to resolve internal end user issues.

Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk Support.

Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware.

Remotely access and support end-user machines to achieve first call resolution.

Troubleshoot various hardware and software problems on daily basis.

Utilize Service Now as the ticketing tool to track and escalate tickets for end users.

Montgomery College, MD Aug 2017 – Mar 2019

Department of Computer Science

Computer Lab Technician

Assist students with different computer related issue.

Help students with locating resources, go to internet, print documents, and troubleshoot all kind of computer problem to make sure that students are able to work on the lab without any problem.

Join / Rejoin computers to the network, setup network printers, load printer paper, toners, and clear print queues.

Manage computers & laptops of faculty Staffs and provide technical support.

Perform computer repair, upgrade, Installed & configure CD-ROMs. DVD Drive.

Aspen System, MD Oct 2014 – May 2016

Helpdesk Specialist

The work involved scanning and coding of documents from various companies, such as insurance companies, public schools, universities, and local governments.

The scanned documents then uploaded into network drives.

The documents were check through for data integrity and thereafter the documents were uploaded into internet sites for viewing in Client’s application

Randstad of North America. Dec 2013 – Oct 2014

Data Entry and Coding Personal Data

The work involved scanning and coding of documents from various companies, such as insurance companies, public schools, universities, and local governments.

The scanned documents uploaded into network drives.

The documents were check through for data integrity and thereafter the documents were uploaded into internet sites so that the clients could view the data.

Contact this candidate