It Support Technical

FATIMA HUSSAINY

Denver, CO ***********@*****.*** 720-***-**** linkedin.com/in/fatima-hussainy Dedicated, multilingual (English, Dari, Hindi & Urdu) IT professional with a strong track record of delivering comprehensive IT solutions, specializing in infrastructure optimization, digital transformation, and cybersecurity. Adept at monitoring network performance and security using tools like Auvik, managing hardware and software installations, and ensuring seamless system operations. Experienced in vendor management, contract negotiations, and implementing cost-effective IT solutions aligned with strategic business goals. Proven success in IT support roles, with hands-on experience in system administration, network troubleshooting, and employee training. Skilled at optimizing IT workflows, reducing downtime, and enhancing user satisfaction through innovative technical solutions.

Skills

• IT Operations & Cybersecurity

• Troubleshooting & Problem Solving

• Network Configuration

• Cloud Services Management

• Technical Support & Customer Service

• Active Directory Administration

• Firewall & Security Audits

• Network Monitoring Tools

• Communication

• Collaboration

• Critical Thinking

• Attention to Detail

Career Experience

Professional Case Management Denver, CO 2024 - Present IT Support Technician

Acted as the main point of contact for delivering technical support to end users, troubleshooting and resolving complex hardware, software, and network problems, while also maintaining detailed records of IT assets and system configurations across the organization.

Managed and configured hardware peripherals, operating systems, and applications to optimize functionality while overseeing hardware and software installations, updates, and network connectivity, ensuring seamless operations.

Execute the installation of software updates, patches, and security fixes across tablets, desktops, laptops, mobile devices, and applications.

Provide Admin support to Microsoft products and services including Active directory and Azure environment.

Proficiency in operating Windows system and mobile platforms. Plante Moran Denver, CO 2023 - 2024

IT Management Consultant

Advised clients on IT infrastructure optimization, digital transformation, and cybersecurity, ensuring alignment with business goals and regulatory requirements in successfully managing a high-profile portfolio to achieve a 95% satisfaction rate.

Monitored network performance and security using tools, such as Auvik, proactively identifying and addressing potential issues before they impacted end users.

Collaborated with a team IT team on full lifecycle of IT consulting projects, from assessment and planning to execution and post-implementation support, driving successful outcomes on time and within budget.

Facilitated vendor selection and contract negotiations for software, hardware, and IT services, securing cost-effective solutions while ensuring the technology fit the client’s long-term strategic needs. Metropolitan State University Denver, CO 2021 - 2022 IT Tier 2 Help Desk Specialist

Developed and implemented an automated internal ticketing system to facilitate the escalation of difficult cases and ensure prompt resolutions.

Served as the primary point of contact to provide technical support to end users, resolving complex hardware, software, and network issues, maintaining comprehensive records of organizational IT assets and configurations.

Diligently documented system configurations, procedures, and troubleshooting steps to enhance knowledge sharing and operational efficiency.

Diagnosed and troubleshooted tickets involving desktop applications, VPN connectivity, and operating systems, reducing downtime and improving user satisfaction.

Assisted in system administration tasks, including user account creation, Active Directory management, and software deployment, to ensure seamless workflow. S20 – Start Selling Online Remote 2018 - 2021

IT Support Specialist

Spearheaded the migration of systems from Active Directory to a cloud-based environment, significantly reducing response times, enhancing help desk efficiency, and enhancing overall end-user experience.

Provided expert technical guidance to optimize the functioning of desktops, laptops, printers, and peripherals, software, and network issues, ensuring timely resolution and maintaining a high user satisfaction rate.

Conducted comprehensive employee training on IT systems and tools to maximize proficiency in IT systems and applications while reducing recurring technical issues.

Monitored and maintained servers, routers, switches, and firewalls while implementing and enforcing IT security policies to safeguard corporate data and systems.

Executed the installation, configuration, and maintenance of operating systems, managing applications and software updates.

Technical Skills

Microsoft Office Suite • Google Suite/Workspace • Azure • Active Directory • Blackpoint • Splashtop • Mitel Programming (Python, HTML, C++) • LANs • WANs • Confluence • Webex • GoToAssist

• LastPass •SalesForce • VPNs • Firewalls • Routers • Switches • TCP/IP • DNS DHCP • VLAN • PowerShell Scripting • Windows OS & Installation • Autotask • Auvik • Banner • RingCentral • Salesforce • Confluence • Go To Assist

Education & Certifications

Bachelor of Science in Computer Information Systems Metropolitan State University

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