Technical Support Specialist Resume Summary

. Khizram Javed

**** ****** ***, ******, ** *****

**************@*****.***. Phone# 1-571-***-**** US Citizen Professional Summary:

Over 4 years of experience in Tech support area. Configured and supported users in windows/2010 in Microsoft networking environment. Setup and manage users, accounts and policies. Provide technical support to all users on various platforms SharePoint (windows 10 and applications (MS Office 2021 and Outlook).

Education:

Bachelor of Science in Information Technology; George Mason University Clearance: Secret Clearance

Skill

Experience with Active Directory, MS Office, SharePoint, and Confluence

• Proficient in SharePoint,Microsoft Office 2021, Suite (Word, Excel, Power Point, Outlook)

• Strong customer service focus and excellent listening skills Performed cross platform audits of Active Directory (AD) objects and user permissions.

• Developed organizational units in Active Directory (AD) and managed user security with group policies

• Basic LAN/WAN Networking, including client/server and peer to peer networks

• Hardware/Software support on Dell, HP and IBM storage and application servers.

• Used ServiceNow to track of tickets, issues and resolution.

• Experience with SQL

• Windows network administration, data security administration and troubleshooting

• Hardware replacement (internal and external)

• Printer hardware

• Servers hardware.

• Remote Desktop and Remote Assistance

• Highly skilled in installing computer hardware/software

• Provided Tier 2 support in installation and configuration of Laptop's PC's and VPN

• Excellent customer service and desktop assistance

• Prepared trouble tickets, monitored status, updated and closed ticket Professional Experience:

OCTOhelps Services - Washington, DC

Service Desk Analyst- Tier 1/ Tier 2 July 2023 to Present

● Provide technical support and assistance, conduct basic troubleshooting and diagnose problems, as well as recommend and implement solutions.

● Respond to user issues or concerns, escalating requests as needed, and operate as the initial/primary point of contact between the user and platform teams.

● Working as a Technician in the Call Center assisting customers remotely Responsibilities for this job were:

● Patent Examiner Onboarding Clinic support assistance with RSA Soft Token support and

● Provides technical assistance to computer system users on a variety of issues.

● Identifies, researches, and resolves technical problems.

● Responds to telephone calls, emails, and personnel requests for technical support.

● Documents, tracks, and monitors the problem to ensure a timely resolution.

● Apply ITSM principles, theories, and concepts to job assignments.

● Execute routine requests as well as solve complex and abstract problems within standard operating procedures (SOPs) and Service Level Agreements (SLAs).

● Exhibit technical and operational proficiency solving problems of moderate complexity.

● Contribute to completion of projects and programs in area of expertise.

● Support additional duties as needed that may include working on special projects or working 22nd centuries Technologies Maryland

Intake Specialist December 2021 to June 2023

● Worked as IT Help desk at company headquarters in Mclean, VA.

● Then relocated at United Air-force Base in Maryland at Joint Base Andrews as a Intake Specialist.

● Acquired Secret Clearance

● Helped customers that needed IT assistance such as:

● Configuring new laptops for new customers · Troubleshooting technical issues.

● Use a ticketing system to help deal with their issues such as on Remedy.

● Documented customer interactions.

● Install and configure software and hardware’s for customers.

● Escalate tickets to next Tier if issue persists.

● Follow-up with customers to see if their issues are resolved. Wymond Associates Alexandria VA 22314

Service Desk Analyst- Tier 1 January 2020 to December 2021

● Providing technical support related to computer systems.

● Perform troubleshooting from different diagnostic methods.

● Provide information related to Information technology.

● Install software and hardware programs for customers.

● Provide great customer service.

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