Help Desk It Support

Shohaib A. Nadem

*** ******* **, ****** ******* Viejo, CA 92694

818-***-**** **********@*****.***

Professional Summary

Technically proficient IT Support Specialist with 5+ years of experience in desktop support, network troubleshooting, and system administration. Skilled in resolving complex technical issues, supporting enterprise-level environments, and ensuring seamless IT operations. Strong communicator with a customer-focused approach and hands-on expertise in VMware, Active Directory, and Help Desk operations. Skills

• Active Directory & Azure AD

• Windows & Mac OS Support

• Network & LAN Support

• Help Desk & Ticketing Systems (ServiceNow, Autotask)

• DNS, DHCP, VPN

• Office 365 / G Suite / OneDrive

• Technical Troubleshooting

• VMware & Virtual Server Assistance

• Datto RMM

• Software & Hardware Installation

Professional Experience

● Fluor Corporation / CompuCom /TRS — IT Operations Specialist 2 2023 – Present

• Led user migration efforts for the PCL project, ensuring smooth transitions to upgrade hardware with over 500 assets. .

• Provided deskside support to a wide range of employees, including district and department managers.

• Maintained IT asset records within the Archibus platform.

• Delivered Tier 1 and Tier 2 technical support via ServiceNow, resolving tickets in a timely manner.

• Supported campus network operations including AP installations and server hardware replacements.

• Assisted with VMware-based virtual environments—configuration, monitoring, and escalation.

• Built and maintained strong rapport with end users, offering high-quality, reliable support.

● Skyward Technical Solutions — IT Support Technician 2021 – 2022

• Supported Windows/Mac OS environments, Office 365, G Suite, Active Directory, Azure, and VPNs.

• Configured desktops, routers, and modems; maintained and upgraded systems as needed.

• Performed routine maintenance, firmware/software updates, and patching.

• Administered Help Desk tickets via Datto RMM and Autotask, ensuring resolution accuracy and customer satisfaction.

• Delivered on-site client support from initial issue to full resolution.

• Troubleshot and resolved hardware failures, performed upgrades, and replaced components.

• Offered recommendations on technology training and procurement.

● Office Depot – Tech Services — Tech Support Associate 2020 – 2021

• Provided Level 1–2 support for software, hardware, and network issues.

• Installed, configured, and troubleshooted systems and applications for customers.

• Engaged in direct customer support, building trust and offering tailored solutions.

• Managed inventory, processed orders, and facilitated smooth transactions using POS systems.

• Demonstrated empathy and strong communication in resolving technical concerns.

● Chronos Financial & Insurance Services Inc. — Desktop Support Technician 2018 – 2019

• Installed and maintained Windows 10 systems and Microsoft Office applications.

• Diagnosed hardware/software issues and conducted regular updates and backups.

• Resolved network and connectivity issues across the organization.

• Documented technical processes and conducted training for staff on system use.

• Maintained system security and compliance with regular patching and monitoring.

● B&N Financial Services Inc. — IT Support Intern

2016 – 2018

• Helped implement and maintain corporate email platforms.

• Provided Tier 1 technical support and troubleshooting for internal systems.

● Moorpark College – CCNA Internship (Level 3)

2018

• Gained hands-on experience configuring and managing Cisco networking hardware.

• Worked directly with switches, routers, and network configurations in lab environments. Education

Saddleback College

Computer Science / Mathematics

Moorpark College

AA/AS – Network Systems Administration

Focus: Computer Science & Mathematics

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