IT Support & Service Desk Specialist
Resume:
Alekzander Ahmadi
Temecula, CA • 858-***-**** • alexsayed LinkedIn
Professional Summary
Customer-focused IT Support and Service Desk professional with hands-on experience supporting Windows environments, network connectivity, and enterprise applications. Skilled in ServiceNow, Jira, and Zendesk ticketing systems with a strong background in troubleshooting hardware, software, and network issues. Known for clear communication, rapid problem resolution, and maintaining high customer satisfaction in fast-paced environments.
Technical Skills
Ticketing Systems: ServiceNow, Jira, Zendesk, ConnectWise (familiar)
Operating Systems: Windows 10/11, basic macOS exposure
Networking: LAN/WAN troubleshooting, VPN support, routers and connectivity
Remote Support & Monitoring Tools
Active Directory basics, password resets, user support
Microsoft 365 and business applications support
Documentation and knowledge base updates
Customer service and escalation management
Professional Experience
IT Support / Network Operations Experience
• Provided remote and onsite technical support resolving hardware, software, and connectivity issues.
• Managed service tickets, documented resolutions, and maintained SLA compliance.
• Supported outage troubleshooting and coordinated with engineering teams for escalations.
• Assisted customers with VPN access, account issues, and application troubleshooting.
• Utilized monitoring and diagnostic tools to identify and resolve service interruptions.
• Delivered professional customer communication regarding incidents, updates, and resolutions.
Education & Certifications
CompTIA A+ (In Progress)
IT Support Training – TestOut PC Pro
Additional coursework in operating systems, hardware diagnostics, and system troubleshooting
Core Strengths
Strong customer empathy and communication
Analytical troubleshooting and problem solving
Ability to multitask and prioritize tickets effectively
Team collaboration and continuous improvement mindset
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