Technical Support Customer Service
Resume:
SKILLS
• Operating Systems: Install, configure, and maintain Windows XP, 7, 8, 10, 11, and MAC OSX.
• Windows Services: Active Directory, File Server, Print Server, DNS, DHCP.
• Email and UM: Microsoft Lync, Skype for Business, MS Teams, Cisco Webex.
• Helpdesk/Technical Support SOPs: Standard Operation Procedures and IT Policies.
• Antivirus/Anti-spam/Encryption: McAfee, Symantec Enterprise Protection.
• Ticketing System: Manage Engine and Service Now ticketing system.
• Hardware: Troubleshooting issues with workstations, laptops, network printers, scanners, thermal printers, MAC/Apple.
• Network Connectivity: Extensive knowledge of network connectivity.
• Technical Support Expertise: Strong troubleshooting skills for complex systems and hardware/software issues.
• Customer Service: Best practices of customer service and conflict resolution techniques.
• IT Security: Knowledge of information security standards, best practices, and Cisco security.
• Web Server Maintenance: End-user support.
• Mobile Computing: Device lock enterprise administration, Blackberry enterprise administration, FOB and RSA token, DVCs, and video conferencing tools.
• SCCM: Windows patching, hardware and software reporting, OS deployment, endpoint protection management.
• LAN, WAN, Windows Servers, Active Directory, Cisco switches, routers, and telepresence devices (VOIP and WEBEX).
• AV Devices: Providing support for AV devices.
Sultan Ahmad Fazli
.
******.*****@*****.***
.
Falls Church, VA
. .
PROFESSIONAL SUMMARY
A multi-skilled IT Professional with 11-years of technical experience with good all-round supervisory and technical expertise. Capable with proven ability to ensure the smooth functionality of IT systems and to provide IT Services that will improve the efficiency and performance of a company. My ultimate career objective is to work my way to be an information technology expert. To achieve this, I have completed several institutional courses and continue to seek educational opportunities to improve myself. Dedicated to improving user experiences and productivity by keeping systems running smoothly and resolving issues quickly. Good communicator and multitasker with an organized approach and strong customer service skills.
EXPERIENCE
Desktop Analyst
WGL Energy, Vienna, Virginia July 2023 - Present
• Maintaining daily performance of computer systems, managing ServiceNow trouble tickets, and providing weekly/monthly reports to management
• Ensuring LAN responds to specific program needs, reviewing and resolving IT incidents and service requests
• Providing technical assistance and support for incoming queries, both in person and remotely
• Managing and configuring Active Directory, DNS, DHCP, print server, email accounts, and RODC
• Updating software, cleaning up computers, maintaining printers and copiers, and supporting VPN and MFA
• Installing, modifying, and repairing computer hardware and software, updating inventory systems for IT assets
• Supporting end-user desktops and peripherals, recovering data from hard drives, and performing data migration
• Remotely diagnosing and resolving requests, troubleshooting network and internet issues
• Documenting customer interactions in incident management system, coordinating with teams to resolve technical issues
• Providing support in Adobe Acrobat Pro, web-based applications, OneDrive, iCloud, Dropbox, iWatch web portal, SharePoint, MS Teams, Zoom, and Google Meeting software
• Working various shifts, holidays, on-call, and travel as required.
• onboarding assists with first login set printers and change login password; setup mobile device and telephone.
• Offboarding assists with electronic file organization and transfers, collecting and wiping devices.
• Windows 11 key point for entire company.
• Managing the windows 11 transition project.
• Reporting to digital leadership.
• Support the overseas and local employees.
• Resolve and facilitate the resolution of incidents and problems.
• Managing the service now deskside queue and individual queues.
• Managing the Azure cloud.
• Working with other teams closely.
• Managing the logistics part of digital team.
Desktop Support Engineer
WB (World Bank) June 2021 - November 2021
• Provided technical assistance and support for incoming queries related to computer systems, software, and hardware for mission offices and 2000 employees.
• Monitored system availability and performance, conducted end-user training, and responded to queries both in person and remotely.
• Created images for desktop and laptop PCs using Acronis and Norton Ghost software.
• Guided customers through problem-solving processes, installed, modified, and repaired computer hardware and software.
• Authored training manuals and assisted in coordinating and leading meetings to resolve issues and share information.
• Performed daily maintenance of computer systems, repaired laptops, desktops, printers, copiers, and portable devices.
• Conducted network and internet troubleshooting, performed software updates, and cleaned up computers.
• Installed computer peripherals for users, gathered feedback on technology device usage, and assisted with technical projects.
• Managing ServiceNow trouble ticketing system, providing weekly and monthly reports to management.
• Reviewed and resolved IT incidents and service requests, coordinated launch support schedules, and collaborated with various teams to resolve technical issues.
• Managed Active Directory accounts, objects, and OUs, configured DNS, DHCP, print servers, email accounts, and RODC.
• Utilized SCCM for Windows patching, hardware and software reporting, OS deployment, and endpoint protection management.
IT Support/Helpdesk Assistant
Etisalat Telecom Company May 2017 - June 2021
• Managing end-user installations, backups, and maintenance, handling IT ticketing and incidents management
• Generating reports from the service desk platform, managing workflow for IT support team, and scheduling new hire deployments and computer upgrades
• Testing software and hardware, providing feedback, managing Office 365 configurations, performing system upgrades and patches
• Monitoring system performance, troubleshooting issues, managing Active Directory, DHCP, Microsoft Lync, Skype for Business, Cisco Webex, and MS Teams
• Visiting sites and branches for maintenance, supporting MAC and Windows clients, replacing hardware parts, and updating inventory system IT Manager
MCC Construction Company April 2014 - April 2017
• Installed hardware and operating system software, including cable routing and creation of images for desktop and laptop PCs using Acronis and Norton Ghost software.
• Provided network access, configured network printers, and managed Active Directory, DNS, DHCP, print server, email accounts, and RODC.
• Configured switches, routers, created VLANs, and managed LAN and WAN.
• Troubles.
EDUCATION
Completed coursework towards BCS in Bachelor of Computer Science
Kardan University
Completed coursework towards Certificate in IT Internship Afghanistan - Ministry of Tele-Communication
Completed coursework towards DIT in Diploma in Information of Technology
Afghan Institute of Technology
COMPLETED COURSEWORK TOWARDS BACCALAUREATE
Naz O Ana High School
CERTIFICATIONS
• CompTIA A+.
• BHO Certification.
• DCJS Certification.
• CPR Certification.
• CPI Certification.
• CNSS Certification.
• CCNA Wireless.
• MCSA Certification.
• MCP Certification.
REFERENCES
References available upon request.
Contact this candidate