Technical Support It

Murad Fatima

***************@*****.*** +1-240-***-**** Gainesville, VA 20155

GitHub: github.com/murad

Professional Summary

Experienced IT Support Specialist with over 10 years of hands-on experience providing first-level and advanced technical support across diverse industries. Skilled in troubleshooting hardware, software, and network issues, supporting collaboration tools (Exchange, Teams, SharePoint), and resolving escalated incidents through ITSM platforms like ServiceNow. Proficient in configuring operating systems, managing user accounts, and ensuring secure, efficient IT environments. Known for delivering high-quality, customer-focused support via chat, phone, and email while maintaining strong CSAT scores. Proven ability to document processes, conduct knowledge transfers, and work collaboratively with cross-functional IT teams.

Technical Skills

Microsoft 365

PowerShell

SQL

Microsoft Outlook, Office 365, Google Workspace

Microsoft Exchange

, Microsoft Teams

Enterprise Vault

Knowledge Management

Azure Portal

Skype for Business

ServiceNow

Zendesk

AnyDesk, Microsoft Remote Desktop

Genesys

NICE

Jira

Nagios

Santcore Technologies

Full-time – Remote - Jan 2025 – Present

Technical Support Analyst

7+ years of experience in application/software implementation support, handling client issues from initial contact through resolution.

Respond to support requests via phone, email, or ticketing systems in a timely and professional manner.

Hands-on experience with SQL, including writing basic to moderate-level queries for data analysis and troubleshooting.

Familiarity with relational databases

Diagnose and troubleshoot hardware, software, and network issues across Windows and macOS systems.

install, configure, and support operating systems, applications, and hardware devices including desktops, laptops, printers, and mobile devices.

Provide remote and on-site technical support to internal users, ensuring minimal downtime and high customer satisfaction.

Support and administer Active Directory, Office 365, VPNs, and enterprise SaaS applications, preferably in healthcare environments.

Experienced in client-facing roles, collaborating directly with customers to resolve software issues and ensure smooth implementations.

Educate users on IT security best practices and system usage to enhance productivity and protect sensitive data.

Participate in system upgrades, maintenance tasks, and documentation, supporting both IT infrastructure and software deployments.

Maintain accurate and detailed records of issues, resolutions, and client interactions in the ticketing system.

Escalate complex issues to higher-level support or engineering teams as necessary to ensure timely resolution.

Experience supporting healthcare software/SaaS products is preferred, with an understanding of industry workflows.

Credit Suisse

Collaboration Enterprise Support – L2 Engineer

Full Time - June 2021 – Dec 2024

Provided L2 support for Exchange, Skype, MS Teams, SharePoint, and Enterprise Vault.

Handled escalated incidents from ServiceNow queues and participated in major incident calls.

Published daily health check reports and ensured system availability for collaboration tools.

Conducted knowledge transfer sessions and process documentation.

Advanced Channel Escalations – L2 Technician

Dec 2020 – May 2021

Handled escalations for AIP, McAfee, Secure Email, and other enterprise tools.

Authored KB articles and conducted onboarding sessions for new hires.

Prioritized and resolved complex issues impacting secure communications.

Troubleshoot and debugged software to check and rectify discrepancies.

Responded to customer queries via live chat with a focus on timely and empathetic support

Real-time Chat Agent – IT Support (L1)

June 2019 – Dec 2020

Resolved end-user requests via chat with a strong focus on incident quality.

Managed production incidents in ITSM from start to closure.

Delivered exceptional service aligned with SLAs and customer satisfaction KPIs.

Analyzed application usage and feedback, recommending improvements to enhance user experience.

Monitored application performance, identifying and resolving bottlenecks to maintain optimal functionality.

Installed security software to track sharing of private information.

Read and interpreted manuals to follow specifications and detailed instructions.

Collaborated with development teams to identify software bugs and co-ordinate effective solutions, improving application reliability.

Communicated technical and design requirements to determine performance, reliability and accessibility.

Troubleshoot and debugged software to check and rectify discrepancies.

Responded to customer queries via live chat with a focus on timely and empathetic support

Maintained high satisfaction scores (CSAT) by resolving inquiries efficiently and professionally.

IBM

Technical Support Representative

Full Time- Aug 2015 – June 2019

Contact handling via calls, chats, and email support as part of Global Service Desk within Tieto.

Incident and Service Request Management using Service Now as primary ticketing tool.

Managing users, groups, and computers in Active Directory. Creating new users, computer objects and mailboxes.

Performing L2 troubleshooting of end-user issues within SLA.

Active monitoring of the various queues in BMC Remedy and Service Now tools.

Timely response and assignment of the incidents to the respective queue owners.

Notifying the appropriate teams in case of acceptance of High and Critical priority incidents.

Maintaining daily tracker of accepted incidents in the various queues.

Liaising with the relevant teams to check progress on the incident resolution steps and communicating the update to the stakeholders via appropriate channels.

Following up on pending PBIs with the respective teams to ensure their closure within the SLA as part of Problem Management.

Manage users in Active Directory. Update users about request status, close the requests with solution

As a customer support advisor, my duty was to assist the users with any queries related to Broadband faults and orders.

Advise users on the broadband fault logging and the journey through to fault resolution.

Liaise with suppliers and other third-party teams through appropriate channels for the latest update on broadband tickets.

Handle broadband escalations logged by clients and resolve them within the specified time.

Education & professional certifications:

Lovely Professional University, 2015 – CGPA: 8.6

Bachelor of Technology in Electronics and Communication Engineering Certifications:

•SQL Forge Data Analytics

•Microsoft Azure Fundamentals

•ITIL Foundation Certification

•AZ 900 – Azure Fundamentals

•SC 900 – Security, Compliance and Identity Fundamentals

•AZ 104 – Azure Administrator Associate

•MS 900 – Microsoft 365 Fundamentals

•AI 900 – Microsoft Azure AI Fundamentals

Personal Details

Languages: English (fluent), Hindi (fluent)

Work Authorization: Authorized to work in the U.S. without sponsorship

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