IT Support Specialist (Windows, macOS, Linux)

Umer Mahmood

Adamstown, MD (***) – ***–**** ****.***********@*****.***

SUMMARY OF QUALIFICATIONS

IT Support Specialist with 7+ years of experience providing hardware, software, endpoint, and network support in Windows, macOS, and Linux (Ubuntu, Red Hat, Kali) environments. Skilled in troubleshooting LAN/WAN, TCP/IP, DNS, DHCP, VPN (SSL/IPSec), Active Directory, Google Workspace, and remote support. Experienced with ServiceNow, Zendesk, Jira, and network analysis tools including Wireshark, TCPDump, Nmap, and Tshark. Strong troubleshooting, customer service, and communication skills with a proven ability to resolve technical issues efficiently.

EDUCATION

University of Maryland Global Campus B.S. Computer Networks & Cybersecurity Dec 2023

WORK EXPERIENCE

IT Hardware Specialist PayMore – Frederick, MD Dec 2024 – Present

Diagnose, repair, and test 20–40 devices weekly, verifying hardware functionality and network connectivity

Perform hardware diagnostics, system troubleshooting, and device restoration for resale readiness

Recovered previously unsellable gaming consoles using alternative repair methods, increasing resale opportunities

Provide technical support to staff and customers on device configuration and networking. Streamlined testing workflows, improving device resale value by 10–15%

Manage daily store operations, inventory, cash handling, and security procedures

Helpdesk Agent (Tier 1) Westat – Maryland Sept 2020 – Nov 2020

Provided Tier 1 technical support, resolving 20–30 ServiceNow tickets daily

Troubleshot macOS, Linux, VPN, account access, and hardware issues

Created knowledge base documentation, reducing repeat incidents by 15%

Escalated complex issues following ITIL best practices

Central Alarm Monitor Datawatch Systems – Bethesda, MD Jul 2018 – Mar 2020

Monitored 1,000+ security and alarm endpoints, coordinating emergency response with law enforcement

Improved incident tracking efficiency by approximately 25% through process enhancements

Assisted clients with access control and emergency situations while providing professional customer support

IT Specialist Akvarr Inc. – Gaithersburg, MD Jul 2016 – Sept 2016

Installed, configured, and supported IT systems for 30–50 users

Standardized troubleshooting procedures, reducing repeat technical issues by approximately 20%.

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