Desktop Support Information Technology

Shahid Hameed Malik *******@*****.*** (***)-***- *944

OVERVIEW

Experienced Desktop Support printer technician skilled in hardware and software support in enterprise environments. Proficient in imaging, deployment, troubleshooting, and repair of printers, desktops, laptops, and mobile devices. Holds CompTIA A+ and HP Certified Professional APS Integration Certifications, Strong track record at Inova Mount Vernon Hospital and Kaiser Permanente, adept in applications like Service Now and Symantec. Solid educational background in Computers and Information Technology, complemented by an Associate of Applied Science in Electronics Technology. Adept in networking technologies, Windows 10, Microsoft Office365, and Apple iOS devices. Ready to contribute efficiently to IT teams.

CERTIFICATIONS

•CompTIA A+ Certification

•HP Certified Professional APS Integration Certification

PROFESSIONAL EXPERIENCE

Inova Mount Vernon Hospital (Apex Systems) - Printer Technician Aug 2023 – May 2025

•Provided full-spectrum hardware support for HP printers, onsite customer service diagnosing and resolving error codes, network, software & hardware faults, Replacing Maintenance kits, Firmware Updates, conducting maintenance, and managing Toners and parts inventory efficiently. Utilize remote connectivity for troubleshooting and ensure timely stock replenishment.

Kaiser Permanente

Desktop Support Technician (ACS Solutions) Jul 2022 – Aug 2023

•Executed imaging deployment, migration, configuration, troubleshooting, and support for desktops, laptops, printers, mobile iOS devices, and peripherals. Utilized applications including Service Now, Symantec, Asset Manager, Apple iOS, Capture, and Printer Logic to streamline processes and enhance efficiency.

Field Service Technician (Insight Global) Oct 2018 – Aug 2019

•Delivered comprehensive hardware technical support for HP equipment across multiple locations within Kaiser Permanente Health Systems in Virginia, DC, and Maryland. Ensured all hardware requirements were promptly addressed and serviced to maintain operational efficiency.

Dominion Energy (Ampcus) - Desktop Support Technician May 2021 – Jun 2022

•Delivered comprehensive on-site and remote technical support, including imaging, deployment, and desktop assistance. Specialized in activating and configuring Apple iOS devices, such as iPhones and iPads. Proficiently utilized platforms like Service Now, Microsoft Authenticator, and OKTA for seamless implementation of two-factor authentication.

Chenega Worldwide Support - MPS Printer Technician Jan 2020 – Aug 2020

•Provided maintenance, operational monitoring, and hardware support for a federal agency. Managed hardware and software components of the MPS Print Queue remotely.

MedStar Washington Hospital Center - PC/LAN Specialist Jul 1998 – Feb 2018

•Performed end-to-end support including PC deployment, migration, configuration, and troubleshooting for various devices. Provided technical assistance for Windows 10 and Apple iOS desktops. Conducted software installations and diagnostics, specializing in laser printer repairs. Delivered prompt help desk and mobile support. Met SLA deadlines and meticulously documented all processes in the Remedy Incident Management System

SKILLS

•Networking Technology: Proficient in TCP/IP configurations, imaging computers/laptops, and providing deployment support for both software and hardware.

•Proficiency with: Windows 10, Microsoft Office 365, Microsoft Teams, Service Now, Apple iOS Devices, Symantec, Citrix Client, Asset Manager, and peripheral configuration.

EDUCATION

•Diploma in Computers and Information Technology Graduated 1993

Computer Learning Center Alexandria, VA

•Associate of Applied Science (AAS), Electronics Technology Graduated 1986

Northern Virginia Community College Annandale, VA

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