Customer Service It Specialist

ISMAIL JIGARKHON

St. Louis, MO *****, **** Chippewa St Apt B, +1-314-****-*** ****************@*****.*** Professional Summary

Motivated and detail-oriented IT Specialist with hands-on experience in desk-side support, software engineering, and troubleshooting. Adept at managing and resolving hardware and software issues, including system installations, Microsoft 365 support, and data management. Proficient in network application management, configuring and troubleshooting switches, routers, and network printers, and providing comprehensive customer service. Demonstrated expertise in tools like ServiceNow, SCCM, and BitLocker recovery, as well as strong skills in hardware replacement and peripheral device management. Eager to leverage technical knowledge and customer service experience to contribute to a dynamic IT team and grow within the technology industry.

Core Proficiencies

Active Listening Communication

Troubleshooting Problem solving.

Customer Service IT Documentation

VPN Configuration Database Management

Hardware/Software

Work Experience

WWTS Saint Louis MO

Dynamic PC Technician Present

• Specialized in diagnosing and replacing hardware components for desktop computers, including models from HP, Lenovo, and Dell.

• Ensures optimal performance by upgrading and maintaining various desktop hardware components.

• Demonstrates expertise in troubleshooting and deploying hardware solutions to meet organizational needs.

BJC Healthcare/Tech Mahindra/ HCI Group Saint Louis, MO

Contract through Tech Mahindra Sep 2024 to February2025

Contract through HCI Group June 2022 to Apr 2024

IT Specialist

As an IT Specialist, I manage, maintain, and troubleshoot our organization's technology infrastructure, including hardware, software, and network systems. I ensure efficient IT operations, provide technical support, and implement solutions to optimize performance and security.

Diagnosed and repaired hardware components, including motherboards, keyboards, LCD/LED screens, and processors, minimizing equipment downtime and ensuring prompt resolution of technical issues.

Monitored service boards to ensure work is completed in a timely manner

95% Windows / 5% Mac.

Oversaw and maintained data storage and backup systems, guaranteeing data integrity and mitigating the risk of data loss through automated backups.

Set up and managed software applications, including Microsoft 365, and resolved Windows troubleshooting issues, enhancing system performance and reducing user-reported problems.

Performed motherboard branding and enhanced hardware components, leading to improved processing efficiency and extending hardware lifespan.

Identified and resolved technical issues with Zebra and Ricoh scanners and printers, increasing device uptime and minimizing service-related complaints.

Optimized IT workflows by deploying software automation tools, which reduced manual tasks and saved significant time annually.

Delivered extensive IT support to end-users, addressing technical issues and providing training, resulting in high satisfaction ratings in post-support surveys.

Directed the installation and configuration of network infrastructure for new office locations, ensuring seamless connectivity and no network disruptions during office transitions.

BJC Healthcare Pyramid IT Consulting, Saint Louis, MO Sep 2021 to Nov 2021

Desk Side Support-

As an IT Specialist specializing in Desk Side Support and Software Engineering, I deliver on-site technical assistance to end-users, diagnose and resolve hardware and software problems, and contribute to the creation and deployment of software solutions to enhance business efficiency. I ensure smooth technology operations by blending direct support with engineering skills.

Managed ServiceNow for CMDB administration, incident ticket handling (P1–P4), and account oversight for Imprivata RSO, streamlining ticket resolution and ensuring accurate asset management.Installed and imaged computer systems using PXE boot and USB drives, ensuring devices were fully configured and compliant with company standards within designated timeframes.

Oversaw network printer management in Cerner Bridge, resolving issues and maintaining devices to ensure continuous printing operations and support departmental efficiency.

Replaced hardware components, including hard drives, memory, batteries, CPUs, and motherboards, ensuring systems operated at peak performance with minimal downtime.

Coordinated equipment ordering and logistics, ensuring parts were available for timely distribution and minimizing equipment downtime for efficient maintenance.

Instructed users in the use of computers (PC/Mac), telephones and networks.

Handled BitLocker recovery and managed LAPS passwords to secure access and safeguard data, enhancing device and system security for all users.

Provided technical assistance to end-users, resolving hardware, software, and peripheral issues, which boosted user satisfaction and reduced interruptions.

Education:-

Muhammad Ebrahim Khwakhogay

Degree name, High School Diploma •

High School/Secondary Diplomas and Certificates

2004 – 2016

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