Help Desk Specialist

**** ****** ****** **, ****** SPRING, UNITED STATES, 20905 • *************@*****.*** • 240-***-****

NAWAZ MUHAMMAD KHAN

Senior Help Desk Specialist

EMPLOYMENT HISTORY

SENIOR HELP DESK SPECIALIST Nov 2023 – December 2024

LCG INC. NIH (NIAMS)

•White Gloves Customer service

•Uses ticketing application to log all service and update requests accurately and detailed.

•Deployments Mac/PC’s

•I can handle multiple tasks at once.

•Motivate and encourage team members.

•Troubleshoots simple to complex issues and assists customers with various systems issues including Microsoft,

PC/Laptop/desk & mobile phones, printer, software, peripherals, and network connectivity issues with general direction.

•Resolves or escalates service requests when necessary. Performs technical downloads and PC configurations with general guidance.

•Perform install and configure workstations, printers, cables, network routers, switches, and servers.

•Experience with ServiceNow, Active Directory, Office 365, and Webex teams, Microsoft Exchange, and Virtual Machine

•Lead team projects and manage inventory to support high level tasks.

•Conduct remote desktop troubleshooting to end-users along with documentation ticket maintenance using ServiceNow.

•Develop proof-of-concept projects to propose innovative solutions and conduct deep dive sessions workshops.

•Maintain the highest level of user support through proactive communication and collaboration.

•Identify and quantify issues and provide risk-based recommendations to implement and enhance internal controls.

•Experience with Windows Operating Systems and Mac OS

•Validated system security requirements analyzed system security designs and partnered with various teams to recommend solutions to meet security compliance requirements.

•Collaborated with team members to complete various types of tickets and provide Tiers 2 and 3 support to users.

SENIOR HELP DESK SPECIALIST

Jun 2023 - Nov 2023

Octo Consulting

• White Gloves Customer service

NIH (NIAMS)

•Uses ticketing application to log all service and update requests accurately and detailed.

•Deployments Mac/PC’s

•Troubleshoots simple to complex issues and assists customers with various systems issues including Microsoft,

PC/Laptop/desk & mobile phones, printer, software, peripherals, and network connectivity issues with general direction.

•Perform install and configure workstations, printers, cables, network routers, switches, and servers.

•Experience with ServiceNow, Active Directory, Office 365, and Webex teams, Microsoft Exchange, and Virtual Machine

•Lead team projects and manage inventory to support high level tasks.

•Conduct remote desktop troubleshooting to end-users along with documentation ticket maintenance using ServiceNow.

•Develop proof-of-concept projects to propose innovative solutions and conduct deep dive sessions workshops.

•Maintain the highest level of user support through proactive communication and collaboration.

•Identify and quantify issues and provide risk-based recommendations to implement and enhance internal controls.

•Experience with Windows Operating Systems and Mac OS

•Validated system security requirements analyzed system security designs and partnered with various teams to recommend solutions to meet security compliance requirements.

•Collaborated with team members to complete various types of tickets and provide Tier 2 support to users.

•

IT OPERATOR Dec 2022 - Jun 2023

Navy Federal Credit Union

•White Gloves Customer Services

•Troubleshoots simple to complex issues and assists customers with various systems issues including Microsoft,

PC/Laptop/desk & mobile phones, printer, software, peripherals, and network connectivity issues with general direction.

•Uses ticketing application to log all services and update requests accurately and detailed.

•Participates in maintaining an inventory of parts used and needed to re-order, including testing parts received for stock to ensure an effective level of service.

•Masters’ knowledge of assigned applications, hardware, and network to support clinical and business environments.

DESKTOP SUPPORT ENGINEER Dec 2017 - Dec 2022

Supreme Technical Consulting

•Good Customer Service

•Update tickets every day

•Troubleshoots simple to complex issues and assists customers with various systems issues including Microsoft,

PC/Laptop/desk & mobile phones, printer, software, peripherals, and network connectivity issues with general direction.

EDUCATION

DEGREE IN PROGRESS

Montgomery Community College

Certifications

CompTIA SECURITY PLUS

CompTIA A+

ITIL4

ACSP

SKILLS

Supervising, Windows, Macs, iMac, iPhone, iPad, MDM, Windows 10, ServiceNow, Projects, Problem solving,

Troubleshooting, Customer support, Microsoft Suite, iOS, Active Directory, IT leadership, Team player, Motivating, SOPs, Communication, Writing, Adobe Suite, Project management.

ADDITIONAL INFORMATION

CLEARANCES

Public Trust

RELEVANT YEARS OF EXPERIENCE

7 years

SUMMARY OF QUALIFICATIONS AND EXPERIENCE

Summary of Qualifications:

•Highly skilled and result driven Desktop Support Technician with experience in providing technical support to users throughout the different stages and performing complex security analysis of applications and systems.

•Expert in all Mac OS and iOS and Windows support.

•Excellent coordination and communication skills to collaborate effectively with project managers, SMEs, and stakeholders.

•Committed to staying up to date with relevant technologies and maintaining the highest standards of system security.

Contact this candidate