Technical Support Customer Service

Ajazulhaq Niazi

****.****@*****.*** • 571-***-****

LinkedIn • Woodbridge, VA, 22192

IT Helpdesk Specialist

Detail-oriented and highly dedicated professional with hands-on experience in delivering technical support and ensuring seamless IT operations. Skilled in troubleshooting hardware, software, and network issues with a focus on minimizing downtime and maximizing user satisfaction. Expert at managing service requests, resolving complex technical challenges, and maintaining secure and efficient IT environments. Adept at leveraging remote support tools, ticketing systems, and industry best practices to provide swift resolutions. Known for exceptional communication skills, customer-focused approach, and proactive attitude toward process improvement. Energetic team player with commitment to optimizing IT services and empowering users with reliable technology solutions.

Areas of Expertise

● Technical Support & Troubleshooting

● System Imaging & Deployment

● Database Management

● Customer Service & Satisfaction

● Documentation & Reporting

● Complex Issues Resolution

● Strategic Planning & Execution

● IT Applications Administration

● User Training & Guidance

Career Experience

IT Consultant at International Research and Exchange Board, Washington, DC

January 2024 — Present

Assist users by providing technical guidance and troubleshooting through phone, email, and in-person interactions. Record and maintain detailed documentation of IT incidents, service requests, and resolutions to confirm effective knowledge sharing and tracking. Monitor IT inventory, ensuring accurate records and coordinating shipment of IT equipment to and from office locations as required.

●Spearheaded deployment of 200 devices for customers, streamlining inventory management for seamless implementation.

●Delivered comprehensive IT support by installing, configuring, updating, and troubleshooting hardware and software for staff and clients, including computer deployment.

Asset Management Technician at Apex System, INOVA Health Systems, VA

January 2023 — January 2024

Performed comprehensive inventory audits of hardware devices, verifying IP addresses and serial numbers for accuracy. Updated device records in Excel and Lansweeper. Delivered exceptional customer service by promptly addressing and resolving device-related inquiries.

●Successfully completed inventory project for INOVA Healthcare Systems, sustaining operational efficiency and accuracy.

●Created detailed floor plans documenting device locations to facilitate efficient retrieval and relocation processes.

IT help desk at Carnegie Endowment for International Peace, Washington, DC

January 2023 — January 2023

Actively engaged with a diverse, international user base to troubleshoot and resolve IT concerns and deliver seamless working experience. Addressed Tier 1 and Tier 2 helpdesk tickets, solving network connectivity issues, password resets, printing problems, and hardware setups. Developed strong multitasking and fast-learning skills in a high-paced environment.

●Responded to helpdesk tickets daily using Zendesk ticketing system; independently resolved 90% of issues without escalation.

●Supported approximately 400 users across four global centers in Washington, D.C.; Beirut, Lebanon; Berlin, Germany; and New Delhi, India, as well as remote users.

●Facilitated onboarding for new staff by reimaging and configuring computers, setting up desktop workstations, and integrating monitors, docks, and other hardware.

●Contributed to IT team’s transition to MS Intune for laptop management, testing initial setups, and assisting staff with laptop reimaging during the rollout.

Education

Applied Associate Degree in Information Technology, Ongoing

Year Up / Northern VA Community College, Woodbridge VA

Completed some coursework for Bachelor’s Degree, January 2018 — January 2020

Central Balkh University, Balkh Afghanistan

Affiliations

Constitutional Law, Central Balkh University

International Relations, Central Balkh University

Political Theory, Central Balkh University

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