IT Support Specialist with End-User Focus

MD NAHID IMRAN

226-***-**** **********.*@*****.*** LinkedIn: linkedin.com/in/nahidimran

PROFESSIONAL SUMMARY

IT Support Specialist with hands-on experience in troubleshooting hardware, software, and network issues in fast-paced environments. Skilled in supporting Windows systems, Microsoft 365, and end-user devices including laptops, desktops, and peripherals. Proven ability to diagnose problems, resolve incidents, and provide excellent customer service. Strong background in ticketing systems, device deployment, and user support with a focus on minimizing downtime and improving user experience.

CORE COMPETENCIES

• End User / Deskside Support (L1/L2)

• Hardware & Software Troubleshooting

• Application and product support

• Device Deployment & Imaging

• Incident Management & Ticketing Systems

• Microsoft 365 & Teams Support

• Windows 10/11 & macOS Support

• Basic Networking (Wi-Fi, LAN, IP)

• Remote Support & User Training

• Account Setup & Access Management

• Customer Service & Communication

TECHNICAL SKILLS

• Operating Systems: Windows 10/11, macOS

• Hardware: Dell & Lenovo laptops/desktops, printers, peripherals

• Tools: Microsoft 365, Teams, Remote Desktop, Jira, Jobber CRM, Ticketing Systems

• Networking: Wi-Fi, IP addressing, basic LAN troubleshooting

• Deployment: Imaging, device setup, user onboarding/offboarding

• Troubleshooting: System diagnostics, issue resolution, end-user support

• Programming: Java, J2EE, C#, C++, PHP, SQL, JavaScript, HTML, CSS

• Databases: SQL (queries, data extraction, troubleshooting) PROFESSIONAL EXPERIENCE

End User Support Technician – BridgeCam 2025 – Present

• Provide onsite and remote IT support for end-users, resolving hardware, software, and connectivity issues

• Install, configure, and deploy laptops, desktops, and peripherals for new and existing users

• Support Windows environments and troubleshoot basic network issues (Wi-Fi, connectivity)

• Perform hardware repairs including SSD, RAM, battery, keyboard, and display replacements

• Manage and resolve incidents using ticketing systems, ensuring timely resolution

• Assist users with Microsoft 365 applications including Outlook, Teams, and OneDrive

• Support account setup, access issues, and user onboarding/offboarding tasks

• Document incidents, troubleshooting steps, and resolutions for knowledge sharing

• Communicate technical solutions clearly to non-technical users Data Center Technician (Project) – Vantage Data Center / Microsoft 2025

• Performed rack-and-stack, structured cabling, and patching

• Installed and connected servers, switches, and network equipment

• Assisted in troubleshooting hardware and connectivity issues

• Followed data center safety and change management procedures Wireless Manager / Customer Service & Technical Support – OSL Retail Services 2019 – Mar 2025

• Provided technical support for mobile devices, networks, and customer accounts

• Resolved escalations involving device issues, connectivity, and system access

• Maintained CRM/ticketing records and supported POS systems includes delivering strong customer service while maintaining accurate records

• Diagnosed and resolved hardware, software, and network issues

• Handled escalations and ensured high customer satisfaction

• Trained team members on activation accounts, schedule the hours using the RQ, troubleshooting and service best practices

Developer Intern – Dropndot Limited Jan 2016 – Apr 2016

• Assisted in developing and testing web applications using Java (J2EE), PHP, and JavaScript

• Wrote and executed SQL queries for data retrieval and validation

• Supported debugging and troubleshooting of application issues

• Worked with development teams to improve application performance and functionality

• Gained exposure to software development lifecycle (SDLC) and testing processes PROJECTS

Library Management System (Java / SQL) – Developed a desktop application to manage books and users with SQL backend and Java Swing interface Crowdfunding Website (PHP / HTML / CSS / JavaScript/SQL) – Built a web platform for campaigns and donations with user authentication and tracking Employee Expense Manager (J2EE / SQL) – Developed a system to manage employee expenses with database management and reporting

CERTIFICATONS

• CompTIA A+ (core 1- in Progress)

• Microsoft 365 Fundamentals (Planned)

EDUCATION

Graduate Certificate – Information Technology Solutions Humber College, Ontario 2020

Bachelor of Science – Software Engineering

Southeast University, Bangladesh 2016

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