Tier II Technical Support Analyst

Shaz Khan

469-***-**** **********@*****.***

SUMMARY

Technical Support Analyst with over two years of experience providing Tier II help desk support, troubleshooting Windows hardware and software issues, supporting Active Directory and MFA, documenting technical cases, and resolving customer issues using enterprise ticketing systems, including NetSuite and JD Edwards. Known for delivering excellent customer service, collaborating with cross-functional teams, and quickly learning new technologies.

EDUCATION

Collin College 2020-current

Associates of Applied Technology (BAT)

Major: Cyber Security

PROFESSIONAL EXPERIENCE

Glory Global Solutions 2023 - 2024

Position: IT Associate Helpdesk Tier-II

Collaborated with Tier 1 agents, field technicians, and development teams to resolve complex incidents efficiently.

Leveraged remote access tools to extract performance metrics and diagnose software issues, delivering actionable insights to prevent recurrence and optimize technical solutions.

Managed customer tickets using NetSuite/JD Edwards, ensuring timely escalation and resolution of critical issues while maintaining alignment with client objectives.

Provided technical support through phone, chat, remote support tools, and the ticketing system, ensuring timely resolution of customer issues.

Guide IT 2024- 2025

Position: Helpdesk Agent

Provided Tier 1 technical support by assisting users through phone calls, Microsoft Outlook email, live chat, and remote support tools.

Assisted with Active Directory tasks, including password resets, account management, and Multi-Factor Authentication (MFA) support

Created, updated, and resolved support tickets while maintaining accurate documentation and communication with users

Supported risk management and IT security procedures by following company policies, monitoring access controls, and assisting with system security practices

PROJECTS

Changing a battery for a cash recycler

Assisted in assembling and testing system components to ensure proper functionality

on cash recycler systems to ensure reliable operation.

Assisted with assembling, testing, and troubleshooting cash recycler units, including verifying hardware functionality and network connectivity.

Managed equipment inventory and supported the installation and relocation of IT hardware and system components.

SOFT SKILLS/ Technical Skills

Multi-tasking – the capacity to retain peak performance under pressure. Deliver the best results to stakeholders while successfully managing multiple tasks at once.

Troubleshooting - System Troubleshooting & Root Cause Analysis and Basic Knowledge of Automation Systems (PLC Concepts)

Windows - Mastery of Microsoft Office & Strong Windows Skills

CERTIFICATIONS

CompTIA Security

CompTIA A+

CCNA

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