Service Desk Support Specialist

ARASH KHOSRAVI

949-***-**** *****.************@*****.*** Laguna Hills, CA www.linkedin.com/in/arashkhosravi1910 Service Desk Specialist Software Support Specialist Customer-focused IT Service Desk and Software Support Specialist with 10+ years of experience handling service requests and troubleshooting. Strong critical thinking and problem-solving skills led to a 90% improvement in customer satisfaction. Adept at purchasing, installing, and maintaining software applications. PROFESSIONAL EXPERIENCE

Service Desk & Software Support Team Lead NARGAN Company March 2016 – July 2024

• Led a team of 12 Service Desk staff, handling 100+ support tickets daily.

• Trained newly hired Service Desk staff to familiarize them with their job and responsibilities.

• Managed multi-channel support operations, leading to a 90% improvement in user satisfaction.

• Prepared monthly reports for IT Management to improve service delivery.

• Updated the inventory system to track outdated hardware and software.

• Upgraded PC hardware and software for 800 users, meeting new business requirements.

• Developed troubleshooting guides, enhancing efficiency in problem resolution.

• Installed and configured PCs, Laptops, and peripherals.

• Developed IT support documents and user guides, reducing tickets by 15%.

• Diagnosed and resolved a range of software, hardware, and network connectivity issues.

• Delivered technical training to users on properly using software and hardware.

• Designed and conducted training courses for newly hired staff. Software Support Specialist NARGAN Company August 2010 – March 2016

• Purchased, installed, and maintained application software (Engineering, CAD, Finance, Project Control) for 650+ PCs.

• Installed different types of software licensing and key management systems.

• Resolved an average of 20 support tickets daily.

• Updated software inventory system.

• Conducted software compatibility testing for new Windows versions.

• Diagnosed and resolved escalated software-related technical issues for various software application.

• Created troubleshooting guides for common software issues.

• Implemented VIRDI fingerprint Time Attendance system across 7 locations, preventing unauthorized access. SKILLS

• Microsoft Windows, Microsoft Office (Excel, Word, Outlook)

• Microsoft SQL Server, Adobe Acrobat Professional

• Dameware Mini Remote Control, VMware Workstation Professional

• VIRDI Fingerprint Time Attendance System (AC5000)

• Software Installation & Compatibility Testing

• IT Service Management (ITSM), ITIL Frameworks

• Vendor Management

• Troubleshooting

• Ticketing Systems, Remote Desktop Support Tools

• Critical Thinking, Detail-Oriented, and Problem-Solving

• Teamwork, Training

• Technical Writing and Documentation

• Customer Service and Communication

EDUCATIONS & CERTIFICATIONS

• Bachelor of Computer Software Engineering, AZAD University

• ITIL Foundation in IT Service Management v3, AXELOS, 2017 ADDITIONAL INFORMATION

• US Permanent Resident

• References will be provided upon request

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