IT Support Specialist with MSP Experience
Resume:
Carrollton, TX *****
*****.*********@*****.***
Taskeen Zehra
SKILLS
IT professional with 5+ years of experience across MSP and corporate IT environments, supporting users in helpdesk and desktop support roles. Experienced in troubleshooting Windows, Microsoft 365 environments, and iCloud with hands-on expertise in Office 365, Azure AD, Active Directory, IT asset management, and security operations. Practical experience using security tools such as Cynet, Huntress, RocketCyber, Microsoft Defender, and email filtering solutions to monitor threats, respond to alerts, and support endpoint and identity security. Fast learner with a strong ability to resolve complex technical issues, adapt to new technologies, and transition skills across roles, while remaining open to a shift in career focus and part time opportunities.
EXPERIENCE
Network Elites, Carrollton, TX— IT Support Specialist
Nov 2024 - PRESENT
●Troubleshoot hardware and software issues with computers and peripheral devices, softphones (ring central, 3cx)
●Provide technical assistance to end users ex: MFA issues, password resets, VPN, Remote desktop setups/errors, office apps, scanners, printers, servers and much more.
●Manage and troubleshooting office365 issues
●Implement and manage identity/licensing and access in Microsoft Entra ID/AzureAd
●Experience in Managing security using tools such as Rocket Cyber, Cynet, Huntress and MS Defender
●Working on sharepoint, OneDrive sync issues
●Create and manage distribution lists, shared mailboxes, Microsoft 365 groups
●Troubleshoot and resolve complex Windows and Microsoft 365 issues, including Outlook, Teams, OneDrive, and user profile problems.
●Performe onboarding and offboarding tasks, including account provisioning, license assignment, and equipment setup.
Signify Health, Dallas Tx — Level 2 Desktop support tech
December 2023 - September 2024
●Respond to and resolve support tickets via JIRA.
●Collaborate with product and engineering teams to ensure proper tools for customer support.
●Act as an escalation point for ongoing technical issues from service desk staff
●Provide Executive Support and maintaining conference rooms.
●Create and update SOP and knowledge base articles
●Manage local office inventory
●Assist with deployments using an MDM solution
●Assist in imaging process and provisioning of applications
●Assist infrastructure and tools teams with projects as needed
Network Elites, Carrollton, Tx — SecOps Engineer L1
June 2021 - November 2023
●Monitor and respond to security alerts across multiple client environments using Cynet, Huntress, and RocketCyber.
●Investigate and triaged security incidents, including malware detections, suspicious logins, endpoint alerts, and phishing attempts.
●Perform email security analysis using Barracuda and Proofpoint, including message tracing, quarantine review, and remediation of malicious emails.
●Conduct Microsoft 365 security investigations, including message traces, audit log reviews, and user activity analysis.
●Assist with containment and remediation actions such as endpoint isolation, account lockouts, password resets, and MFA enforcement.
●Collaborate with IT and engineering teams to escalate advanced threats and coordinate incident resolution.
●Document incidents, findings, and remediation steps to support compliance, reporting, and continuous improvement.
●Support security best practices across client environments, including endpoint protection, identity security, and user awareness.
●Balance security operations with MSP service expectations, handling multiple client environments while meeting SLA requirements.
DXC technologies — HELPDESK ENGINEER
June 2020- June 2021
●Review and prioritize support tickets or incidents submitted by users or customers, this involves understanding the nature of the issue, assessing its severity, and providing
●timely responses.
●Offering technical assistance and guidance to users or customers experiencing difficulties
●with software applications, hardware devices, or IT services. This includes walking users
●through problem-solving steps and providing clear instructions.3
●Escalating unresolved or complex issues to higher-level support teams, such as Tier 2 or Tier
●3 support, or collaborating with other departments like engineering or development to
●address critical issues effectively.
●Troubleshooting Outlook OWA and desktop app
●Escalating issues as necessary
●Provide accurate information on IT products and services
EDUCATION
MyCC, Dallas,Tx
August 2018 - January 2020
Microsoft and Comptia certified
Certificates
CompTIA A+, Microsoft server+, Microsoft security fundamentals, (Comptia security + and Network+ ongoing)
August 2014 - May 2018
Creekview High School, Carrollton - High School Diploma
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