Tier 1 IT Support Specialist - Federal

WALEED AKHTAR

Herndon, VA

703-***-**** ***********@*****.***

LinkedIn: linkedin.com/in/waakhtar GitHub: github.com/waakhtar Active Public Trust Clearance

PROFESSIONAL SUMMARY

Service Desk Analyst specializing in Tier 1 IT support for federal environments, with hands-on experience supporting U.S. Customs and Border Protection (CBP) users. Proven ability to troubleshoot authentication, workstation, network, and Office 365 issues in fast-paced, security-focused environments. Strong customer service background with a track record of accurate incident documentation, effective escalation, and collaborative problem resolution. PROFESSIONAL EXPERIENCE

Tyto Athene, LLC Service Desk Analyst

Herndon, VA March 2023 – Present

- Provide Tier 1 service desk support for federal users, resolving workstation, software, network, authentication, and access-related issues.

- Troubleshoot MFA enrollment failures, login issues, password resets, and credential-related issues using Active Directory.

- Diagnose hardware failures, printer malfunctions, VPN connectivity issues, and wireless network problems.

- Support Office 365 users including Outlook configuration and mailbox troubleshooting.

- Assist with onboarding and offboarding tasks involving account provisioning and access removal.

- Document incidents and service requests in ServiceNow with detailed troubleshooting notes.

- Collaborate with Tier 2 and Tier 3 teams to resolve escalated technical issues. LongHorn Steakhouse Team Host Lead

2015 – 2023

- Supervised front-of-house operations and coordinated service teams.

- Trained new staff and ensured consistent workflow and customer satisfaction.

- Developed leadership and communication skills transferable to IT support roles. CORE TECHNICAL SKILLS

Windows 10/11, macOS, Active Directory, MFA, Office 365, Outlook, ServiceNow, TCP/IP, DNS/DHCP, VPN, Remote Support Tools, Printer Troubleshooting, Network Shares, NTFS Permissions, Intune (basic) EDUCATION

Northern Virginia Community College

Associate of General Studies

CERTIFICATIONS

CompTIA A+ (In Progress)

CompTIA Network+ (Planned)

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