Digital Marketing Technical Support
Resume:
Raza Khalid
Glen Burnie, MD *****
***********@*****.***
Work Experience
IT Specialist
Intuit - Remote
September 2022 - Present
● Design and implement innovative technical solutions to address complex business requirements.
● Provide expert remote technical support for staff at all levels, ensuring a seamless user experience.
● Deliver VIP support to executives for Microsoft Office, Windows, macOS, Teams, video conferencing systems, and custom applications.
● Apply in-depth knowledge of operating systems and software to troubleshoot and resolve user issues effectively.
● Collaborate with IT teams to efficiently address and resolve advanced technical problems.
● Maintain comprehensive ticket documentation using ServiceNow to ensure accurate record-keeping.
● Create and update technical guides to assist users and support staff.
● Diagnose and resolve system errors swiftly to minimize downtime.
● Monitor and manage support requests using ServiceNow, ensuring timely resolution. IT Help Desk Technician
Marriott Hotel - Bethesda, MD
August 2021 - July 2022
● Responded to user support requests and guided them through troubleshooting steps with patience and care.
● Installed and repaired software and hardware, ensuring guests and staff had everything they needed.
● Documented support interactions for future reference and knowledge sharing.
● Provided hands-on support to users, setting up workstations and resolving issues on-site.
● Activated accounts for clients interested in new services, ensuring smooth onboarding. Network Analyst Intern
MTA - Silver Spring, MD
July 2020 - September 2020
● Troubleshoot networking devices and maintained infrastructure, ensuring everything stayed connected.
● Analyzed systems for vulnerabilities and worked on solutions to enhance security.
● Managed software licenses and purchasing for network installations, keeping things organized.
2
● Conducted inspections to ensure server health and provided network support for connectivity issues.
Certifications
● Lenovo Qualified PC Service Technician
● CompTIA A+
● Software Engineering Immersive Certificate
● CompTIA Network+ (Expected May 6, 2025)
Skills
● Comfortable using ticketing systems to manage support requests.
● Strong communicator with excellent interpersonal skills.
● Great problem-solver who enjoys working in a team.
● Familiar with agile methodologies and project management.
● Experienced in troubleshooting across various platforms: Windows, macOS, and Linux.
● Knowledgeable about servers, routers, switches, and firewalls.
● Familiar with cloud platforms like AWS and Azure.
● Skilled in Active Directory and Group Policy management.
● Proficient with virtualization technologies like VMware.
● Experienced in software installation and configuration. Education
Bachelor's Degree in Cybersecurity (Expected Graduation: February 2026) University of Maryland Global Campus (UMGC)
Associate Degree in Information Technology
Anne Arundel Community College - Arnold, MD
February 2021 - May 2023
High School Diploma
Eleanor Roosevelt High School - Greenbelt, MD
March 2016 - June 2019
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