It Support Technician

Farzana F. Mosa

Danville, VA 703-***-**** ************@*****.***

IT Support Technician

IT support professional who is technically efficient and costumer focused. Adapt in IT planning, assessing information accuracy, network scanning, risk analysis, network analysis, Wi Fi security and configuration. Thrives in fast-passed environment with tight deadlines. Completed trainings on cybersecurity certifications. Seeking to utilize technical skills in an IT helpdesk support position. Service Now Ticketing system.

AREAS OF EXPERTISE

Customer & Client Service

Security +

CND-CEH

Vulnerability Analysis

NIST Standard

Network Defense

AD and SDLC

Network Management

Backup & Recovery

Network Configuration

Configuration

LAN/WAN/VLAN/Wi-Fi

Network Threat Analysis

Administrative Network

Data Management

Jira/Project

EDUCATION & CERTIFICATIONS

Information Security Analyst Program ACI Learning Denver, CO Sep 2021

Professional Certifications: ITIL v4 CompTIA A+ Network+ Security+

Heller School for Social Policy and Management Brandeis University Waltham, MA May2016

M.A. Conflict Resolution and Coexistence, Social Policy and Management

Program on Negotiation Harvard University Cambridge, MA Dec 2015

Certificate on Negotiation and Dispute Resolution

Kateb University Kabul, Afghanistan Dec 2012

B.A of Computer Science

PROFESSIONAL EXPERIENCE

International Organization for Migration, IT Officer, (IT Department) Aug 2023 - Mar 2025

Delivered ends user support for hardware, software and network issues and resolved tickets

Prepared office equipment’s for new staffs and helped with on boarding and off boarding staffs

Set up virtual meetings, events on teams and conference call. Provided IT inventory record keeping updating. Created weekly project schedules, plans and updated the progress of projects with different project officers. Coordinated meetings, updated project plans and constant follow-up and reminders about projects deadlines. Provided orientation to the child protection, cultural orientation classes, SIV department, and the info desk. Provided live translation during presentations and cultural orientation. Provided interpretation during prescreening interviews, operations, and flight management Ensured smooth transitions for arrivals from Camp Al Saliya to the airport after completing case processing, preparing them for final departure.

International Organization for Migration IT Coordinator, New Mexico Sep 21 – Jan 2022

Assisted in the organization IT issues, troubleshoots, updates, printers, copier, meetings and packages, and domestic booking sheets, including the preparation of lanyards. Offered support and clarification on promissory notes and US customs declarations, and facilitated mail travel packets following CBP processing, adhering

to SOPs, codes of conduct, and USRAP Program Integrity Guidelines. Proactively identified and reported any instances of non-compliance with SOPs or codes of conduct by POE staff members and partners to senior. Oversaw the intake center operations and facilitated the provision of necessary documentation to support cases. Generated and completed online intake forms in adherence to policy guidelines, ensuring comprehensive support for clients' cases. Accompanied beneficiaries to the airport and ensured their seamless transition to connecting flights and managed their movements. Supported departure and Mission Domestic Booking procedures. Conducted pre-departure orientations and coordinated guest travel arrangements. Facilitated the process of arranging travel documents and managing luggage logistics.

Freelance IT Support Technician/Project Coordinator DMV Area Mar 2022 – Jun 2023

Identified and resolve software, hardware, and operating-system issues

Provided project planning and updates about the project process

Track and log IT incidents and their distribution across the network

Configured/installed new IT equipment and prepared desktop and laptop computers for end user

Provided training to users and customers

Maintain incident records including relevant resolution

Possessed analytical and methodical skills for a disciplined approach to problem-solving

Tracked the total-life cycle of all tickets and tasks related to employees/contractors on-boarding, off-boarding, and organizational changes

Followed up with the employees to ensure tasks completed prior to a new employee's start date

Image and re-image new and repurposed PC's

Assessed with multiple projects risks and issues a raised and provided solutions.

Issued and set-up new loaner IT equipment for end users or shipped to remote sites as needed

Delivering pre-departure orientations and coordinated guest travels.

Provided customer support for tickets received via multiple contact channels including telephone, web, in person, walk-up, and email

Accurately documented and reported all incidents and service requests received

Resolved incidents and service requests on the first contact where possible, escalate, when advanced troubleshooting is required

Provided desk-side visits to end users if remote assistance is not possible or effective

Using SharePoint to store, update, and generate report for entire ongoing projects

Using MS Excel for analyzing data and reporting financial matters and daily number of packages.

Proactively recommend improvements to increase sales performance

Liaised with different departments to improve performance and work efficiency

Monitored sales orders and supplier relations with client

Compiled sales reports and distribute them to relevant departments

Audited and quality check of operation process

IT Project Coordinator Cygnus Payment Solutions, Falls Church, VA

Jul 2017 - Dec 2019

Used Share Point as main domain for collecting and updating project status and create reporting

Assisted in the development of business cases, considering financial resource, and develops cost estimates with consideration to business impacts and risks.

Ensured that approved requirements are developed in sufficient scope and detail to result in the delivery of a solution that meets customer needs as they perceive them.

Provided the status update on the existing projects (active, pending, on hold, and completed) and tasked with the timely collection and/or validation of status information to support this essential activity.

Collected and creating report on the benefits realized by successfully completed projects in accordance with the company’s benefits realization management processes.

Planned, executing, and finalize projects according to strict deadlines and within budget. This includes identifying resources and coordinating the efforts of team members and third-party contractors or consultants to deliver projects according to plan.

Gathered system requirements and meeting arrangements.

Provided support to project managers with scheduling weekly meetings and project closeouts

Participated on onboard and off boarding applications into the corporate entitlement management tool.

Participated on project planning, project design, creating specifications and data flow diagrams.

IT Administrative Coordinator Mclean Hospital, Belmond, MA Jan 2017 – July 2017

Provided administrative, IT support assistant and calendar management

Provided research and translation to the Iranian Studies Team

US Embassy Kabul Afghanistan May 2009 – Sep 2014

Political and linguist Analyst

Provided Administrative and logistic support to the Embassy staff.

Managed the meetings and schedules, calendars.

Created travel vouchers and reimbursements.

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