Technical Support Customer Service

Ikramullah Azizi Alexandria, VA *****

Cell # +1-703-***-**** *****.********@*****.***

PROFESSIONAL SUMMARY

Experienced ICT Specialist with 5 years in helpdesk support, system/network administration, customer service support, system administration. Skilled in troubleshooting hardware, software, and network issues, reducing incidents by 15% through proactive maintenance. I am proficient in IT security management, user support, and leading technical teams to implement efficient solutions. Experienced in IT procurement, asset management, and project coordination to optimize operations. Strong background in disaster recovery, ensuring minimal downtime and business continuity. Seeking to leverage technical expertise to drive digital transformation and operational efficiency.

Key Skills:

Microsoft Surface Laptops Hands on

Microsoft Azure, Intune, O365, SharePoint.

Enterprise Ticketing Tools (e.g., ServiceNow, Zendesk, Fresh Service, Jira)

Remote desktop tools (e.g., TeamViewer, AnyDesk)

Scripting (PowerShell, Bash), SQL, Oracle

System Implementation & User Training.

Networking TCP/IP, DHCP, VPN, Firewalls, Switches

Cloud services experience, Azure, AWS.

Unix/Linux Troubleshooting and administration

PROFESSIONAL EXPERIENCE

ICT Support / System Admin May 2024 – Present United Nations - IOM

The leading organization within the United Nations systems.

Delivered technical support and troubleshooting for hardware, software, and networks, ensuring 99% resolution of service requests within SLA guidelines.

Delivered technical support and troubleshooting for hardware, software, and networks, ensuring 99% resolution of service requests within SLA guidelines.

Provided deskside support to 400+ end-users, resolving hardware and software issues, reducing recurring incidents by 20%.

Deployed and configured PCs, printers, and telephones, completing office moves 10% ahead of schedule.

Delivered AV support for 50+ events, managing Zoom Rooms and Zoom Phone, ensuring 99.9% uptime.

Reduced equipment retrieval time by 30% through efficient inventory management.

Improved issue resolution time by 15% through collaboration with Help Desk and technical teams.

Trained staff on Zoom and AV tools, reducing support requests by 25%.

Provided after-hours support, ensuring minimal disruption during events.

Streamlined IT operations, enhancing service delivery and efficiency.

Technical Support Jul 2020 – Dec 2023 Ericsson

International Telecommunications, BSS, and Software service provider

Delivered advanced support for complex applications/infrastructure, resolving incidents and executing changes.

Proactively monitored systems using dashboards and command-line tools to address alerts.

Led triage calls with up to 25 team members via MS-Teams, documenting in SharePoint/Confluence.

Troubleshot issues with Unix/Linux and AWS expertise, minimizing downtime and impact.

Executed production tasks per runbooks, leveraging experience for efficient resolutions.

Managed helpline and troubleshooting calls, coordinating with cross-functional teams.

Tracked incidents and updated management on progress and impacts.

Analyzed incidents with technical tools to expedite recovery.

Utilized Excel, Word, and Outlook for reporting and communication.

Customer Support Jul 2019 – Jul 2020

Crossover for Work

For one of the leading service provider for BSS software, digital billing and charging for telecom industries.

Delivered advanced support for applications and infrastructure, leading triage calls with 25+ participants, and documenting in SharePoint/Confluence.

Managed AV support for 50+ events, ensuring 99.9% uptime.

Monitored systems using Unix/Linux, AWS, and dashboards, proactively addressing alerts and minimizing downtime.

Streamlined inventory management and reporting, reducing retrieval time by 30% and improving incident resolution by 15%.

EDUCATION

Bachelor of Science (BS), Bachelor's in Electrical Engineering, Sep 2009 – Sep 2013

University of Engineering and Technology

KEY ACHIEVEMENTS

Reduced system downtime by 15% through proactive monitoring and maintenance.

Automated repetitive tasks, saving 20% time for teams and increasing operational efficiency.

Ensured 99.9% uptime by managing AV support for 50+ events

Reduced equipment retrieval time by 30% and improved incident resolution by 15% through streamlined inventory management

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