It Support Desktop

Syed Hamza Mahmood

Woodbridge, VA ***** 703-***-**** **********@****.***

PROFESSIONAL SUMMARY

Dynamic and team-oriented IT Specialist with over 5 years of experience in asset management, troubleshooting, and mobile device management across enterprise environments. Adept at diagnosing and resolving complex hardware, software, and network issues while improving operational efficiency through process improvements and automation. Highly proficient in ServiceNow ticketing, remote desktop support, Windows OS, mobile device administration, and enterprise IT support. Proven ability to coordinate with Tier 2 support teams and maintain detailed documentation to enhance service delivery and system performance.

TECHNICAL SKILLS

Operating Systems: Windows 7/10/11, macOS, iOS, Android

Service Desk & Ticketing: ServiceNow, Remedy, Oracle CRM

Remote Support: Bomgar, Microsoft Teams, Cisco VPN, RDP

Networking & Security: Active Directory, Password Issuance & Control Systems (PICS), VPN

Technical Support: Troubleshooting hardware/software, account management, enterprise application support

MDM & Device Management: Microsoft Intune, Endpoint Manager, Jamf, iPhone administration

Collaboration & Project Management: Team leadership, documentation, and training

Data Analytics & Reporting: Performance monitoring, trend analysis, metric generation

PROFESSIONAL EXPERIENCE

IT Support Tier 2 Mindlance (World Bank) Feb 2022 – Mar 2024

- Provided enterprise-level IT support for hardware, software, and network troubleshooting, ensuring minimal downtime.

- Developed and maintained FAQs and training materials to enhance IT support efficiency.

- Led Mobile Device Management (MDM) projects using Intune, Jamf, and Azure AD, supporting policy deployment and compliance enforcement.

- Managed ServiceNow ticket queues, resolving device enrollment, VPN, and access issues with high first-call resolution rates.

- Served as SME and POC for Help Desk, Tier-3 support, and application development teams.

- Developed reports and metrics to monitor mobile services and system performance.

- Led a decommissioning project to phase out obsolete hardware and software, improving system security and efficiency.

- Created distribution packages and updated certificates for macOS devices using Jamf.

- Monitored security vulnerabilities and applied necessary patches to maintain compliance.

- Authored and issued quarterly Mobile Services newsletters while maintaining the Mobile Services website.

- Provided VPN and Citrix support for remote users, ensuring secure remote access.

- Investigated security breaches, developed mitigation plans, and assisted with service restoration.

Desktop Support NTT Data (Vanderbilt Hospital, Remote) Jul 2021 – Jan 2022

- Provided remote and on-site IT support, troubleshooting network connectivity, printers, and enterprise applications.

- Managed Active Directory user and computer accounts, ensuring security compliance.

- Utilized ServiceNow to track, analyze, and resolve technical issues efficiently.

- Assisted in workstation imaging and deployment, optimizing hardware lifecycle management.

- Strengthened data security practices through encryption protocol enforcement.

- Conducted hardware inventory tracking and maintenance activities.

- Assisted engineering teams with Release Management activities for desktop and mobile OS updates.

- Provided technical support for video teleconferencing, email access, and data migrations.

Help Desk Support IT Con (National Service Hotline, Remote) Mar 2020 – Jun 2021

- Delivered enterprise IT support for over 2,500 corporate users, ensuring smooth transitions during Windows 7 to Windows 10 migrations.

- Managed ServiceNow queues, ensuring timely resolution and escalation of issues when necessary.

- Provided first-contact resolution for service requests, maintaining high customer satisfaction.

- Assisted in mobile device inventory management, deployments, and replacements.

- Supported Windows 10 rollout projects and provided troubleshooting assistance.

EDUCATION & CERTIFICATIONS

Diploma – Northern Virginia Community College, Woodbridge, VA

Certifications: ITSM, ITIL

ADDITIONAL STRENGTHS

Highly proficient in ServiceNow with extensive hands-on experience in ticket lifecycle management

Strong problem-solving skills with a focus on first-call resolution and minimizing downtime

Ability to coordinate with Tier 2 support and escalate issues efficiently

Proficient in IT documentation, knowledge base development, and technical training

Passionate about continuous learning and staying updated with emerging IT trends

KEY QUALIFICATIONS FOR THIS ROLE

- Service Desk & Help Desk Support: Extensive experience handling high-volume IT service requests and troubleshooting tickets effectively.

- Remote & On-Site Support: Expertise in resolving technical issues through ServiceNow, Bomgar, Cisco VPN, and Microsoft Teams.

- Windows OS & Security Expertise: Strong knowledge of Windows 7/10/11, Active Directory, and enterprise security protocols.

- Enterprise IT Environment: Proven ability to support large-scale organizations, including government agencies and healthcare institutions.

- Shift Flexibility & Clearance: Open to night shifts and hybrid work; eligible for Public Trust clearance.

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