IT Help Desk & Support Associate

FARHAN CHOWDHURY

Email: ********@*****.*** Mobile: 267.348.567 Philadelphia, PA LinkedIn

CAREER PROFILE: Dedicated IT professional with experience in project coordination, tech support, and sales. Skilled in problem-solving, using tools like Microsoft Project, and communicating with both teams and clients. A fast learner and team player focused on improving processes and helping businesses run smoothly.

Core Competencies

IT Support & Troubleshooting

Multilingual Communication

Helpdesk Support

Managing Projects

Technical Documentation

Cross-Functional Collaboration

IT Project Management

Microsoft Project & JIRA

Coding & Data Analysis

PROFESSIONAL EXPERIENCE

Pep Boys Corporate, Bala Cynwyd, PA, October 2025 to Present

IT Help Desk / Service Desk Analyst

Provided Level 1 IT support for Pep Boys stores and corporate users, troubleshooting hardware, software, network, printer, and access issues.

Logged, documented, and tracked incidents in JIRA, capturing troubleshooting steps and relevant evidence before resolution or escalation.

Resolved common issues including password resets, application errors, printer problems, and user access requests using remote support tools and knowledge-base resources.

Escalated complex or high-impact incidents to appropriate support teams and vendors while following service-level procedures and maintaining clear communication with users.

Supported high-volume service desk operations, outages, and new-hire training while helping ensure tickets were followed through to closure.

QVC, Remote, June 2023 to September 2023

IT Helpdesk Internship

Assisted users with basic technical issues like password resets, login problems, and printer connectivity.

responded to help with desk tickets by identifying and troubleshooting common hardware and software problems.

Walked users through step-by-step solutions over the phone, email, or remote support tools.

Installed and updated basic software applications and performed routine system checks.

Logged and tracked support requests using a ticketing system to make sure issues were resolved on time.

Helped set up new user accounts, email configurations, and access permissions.

learned and followed company procedures for IT support, security, and documentation.

EDUCATION AND CREDENTIALS

Bachelor of SCIENCE (B.B.S.) in TECHNOLOGY MANAGEMENT, JUNE 2025

Peirce College - Philadelphia, Pa

Associate of Applied Science in INFORMATION Technology, May 2023

Community College of Philadelphia - Philadelphia, Pa

Certifications and Training

Google Project Management Professional, Online Course, 2024

Microsoft Excel, Online Course, 2019

ADDITIONAL INFORMATION

Languages: English, Bengali, Urdu, French, Hindi

Technical Proficiencies: Word, Excel, PowerPoint, Outlook, OneNote, SQL, ServiceNow, Project Management

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