IT Help Desk Level I
Resume:
To Hiring Manager.
Attached are my resume and cover letter, which explain my decision to transition from my background in Project Management, Scrum Master, and Business Analyst roles into IT Help Desk/IT Support.
Although my previous roles focused primarily on managing projects, coordinating teams, and working with business and technical stakeholders, they also involved troubleshooting issues, coordinating resolutions, documenting problems, and ensuring that issues were followed through to completion.
I believe these experiences have given me a strong foundation for an IT Support role. I am comfortable communicating with different people, managing multiple priorities, solving problems, and working with technical teams to identify and resolve issues.
I understand that transitioning into IT Support means continuing to develop my hands-on technical skills. I am willing to learn, ask questions, and invest the time needed to become successful in this field. I am a fast learner, and I welcome the opportunity to build my knowledge and gain practical experience.
My goal is to apply my existing strengths while developing the technical skills necessary to provide reliable, professional support to users.
Thank you for taking the time to review my resume and cover letter. I appreciate your consideration and would welcome the opportunity to discuss how my background, transferable skills, and willingness to learn could contribute to the team.
HABIB CHALAK
*.*****@*******.***
PROFESSIONAL SUMMARY
Entry-level IT Support professional transitioning from technology project and business roles into hands-on Help Desk and Service Desk support. Experienced working with users, IT teams, engineers, vendors, and business stakeholders to identify problems, troubleshoot issues, track support requests, and coordinate resolutions. Hands-on experience with incident and service-request workflows, including ServiceNow ticket creation, tracking, follow-up, documentation, and escalation. Familiar with Windows, Microsoft 365, hardware/software troubleshooting, user access issues, remote support, and basic networking concepts. Currently strengthening hands-on IT skills through a Windows 10/11 and Active Directory home lab and CompTIA A+ studies. Fast learner with strong customer-service skills, technical curiosity, and a willingness to learn new tools and procedures.
TECHNICAL SKILLS
Operating Systems: Windows 10/11; Windows troubleshooting fundamentals
Microsoft 365: Outlook, Teams, OneDrive, SharePoint, Microsoft Office
User Support: Hardware/software troubleshooting, application support, printers/peripherals, remote support
IT Service Management: ServiceNow, Jira, Remedy; ticket creation, incident tracking, service requests, triage, escalation, documentation, SLA awareness, ITIL practices
Identity & Access: Active Directory fundamentals; user creation, password resets, account unlocks, group management, access validation
Networking: VPN, Wi-Fi, DNS, Ping, IPConfig, NSLookup
Remote Support: RDP, Quick Assist
Documentation: Incident documentation, troubleshooting steps, runbooks, knowledge-base documentation
HANDS-ON IT LEARNING
• Building and maintaining a Windows 10/11 home lab to develop practical IT support and troubleshooting skills.
• Developing hands-on Active Directory experience through a personal lab, including user creation, password resets, account unlocks, group management, and access validation.
• Practicing remote support using RDP and Quick Assist-style tools.
• Practicing troubleshooting of Outlook, Teams, OneDrive, printers, drivers, and VPN connectivity.
• Created 10+ personal runbooks and knowledge-base notes to practice documenting troubleshooting steps and common fixes.
• Continuing to develop foundational IT knowledge through CompTIA A+ studies.
PROFESSIONAL EXPERIENCE
Allied Universal
Shift Supervisor
01/2026 – Present
• Support daily operations involving security technology, digital tools, CCTV platforms, VIM, BOFA Flagscope, and radio communication systems.
• Monitor technology-enabled systems and identify, investigate, and escalate operational or system-related issues.
• Troubleshoot problems in a fast-paced environment while maintaining clear, professional communication.
• Maintain detailed incident reports, operational records, and shift handoff documentation.
• Train and assist personnel with established procedures and the use of operational systems.
• Coordinate with multiple teams and external organizations to support timely resolution of incidents.
Allied Universal
Level II Security Officer
11/2024 – 01/2026
• Operated command center systems and CCTV technology to monitor facilities and identify potential incidents.
• Used Visitor Identity Management and BOFA Flagscope applications to authenticate credentials and manage controlled access.
• Served as Acting Shift Supervisor, helping resolve operational problems and maintaining detailed documentation.
• Prepared incident reports and shift pass-down documentation to ensure accurate communication between teams.
• Coordinated responses to incidents while communicating information to management and external responders.
Baylis Medical
Product Development Manager
10/2022– 112/024
• Served as a primary point of contact for technical issues across multiple teams, supporting 50+ internal users and partners.
• Performed incident intake, initial troubleshooting, triage, and routing, resolving or coordinating approximately 10–20 issues per week during peak periods.
• Created and tracked support tickets, documented issues, and followed up with users and technical teams through resolution using ticket-based workflows, including ServiceNow.
• Provided remote support by helping users identify problems, following troubleshooting steps, and confirming resolution.
• Worked with QA and Engineering teams to investigate and resolve technical and application-related issues.
• Documented incidents, troubleshooting activities, escalations, and resolutions through closure.
• Created 8+ repeatable runbooks and knowledge-base documents to improve consistency when addressing recurring issues.
• Improved communication and handoffs between users, Product, Engineering, QA, and external partners.
CIBC Bank
Project Manager Consultant
07/2020 –10/2022
• Coordinated incident tracking and service requests across enterprise systems, helping ensure issues were appropriately prioritized and escalated.
• Worked with IT teams and vendors to troubleshoot access and application issues and verify restoration.
• Communicated issue status, troubleshooting progress, and resolutions to users and stakeholders throughout the resolution process.
• Maintained clear documentation and status updates during high-impact incidents and change windows.
• Ensured issues were properly closed with documented outcomes and follow-up.
CIBC Bank
Scrum Master
02/2018 – 07/2020
• Coordinated infrastructure support issues across global teams and helped ensure timely routing and resolution.
• Assisted with access, environment readiness, and deployment troubleshooting.
• Confirmed fixes and documented technical outcomes.
• Managed defect intake and resolution to support production stability.
• Worked closely with Product, Business, and Engineering teams to identify problems and remove technical and operational impediments.
EARLIER IT EXPERIENCE
• SC Johnson — Infrastructure Project Manager 2017–2018
• Media Resources International Inc. — Sr. Product Delivery Lead 2016–2017
• Blue Cross Blue Shield of Michigan — Sr. IT Project Delivery Lead 2015–2016
• Perrigo Pharmaceutical Company — IT Project Manager Consultant 2014–2015
• DIRECTV / AT&T — IT QA Project Manager / Business Analyst 2013–2014
• Threshold Financial Technologies / Brink's Family — Business Analyst / Project Manager 2012–2013
• Manulife Financial — Business Analyst Consultant 2011–2012
• Virgin Mobile Canada — IT Project Manager 2007–2011
• AT&T — IT Project Manager / Business Analyst 2000–2007
CERTIFICATIONS & EDUCATION
• CompTIA A+ — In Progress
• ITIL Certification
• Professional Scrum Master (PSM)
• Certified Scrum Master (CSM)
• SAP Basis and Security Certification
• Business Analyst Certification
• Microsoft Azure Administrator (AZ-103) Exam Readiness
• Bachelor of Arts and Sciences — University of North Texas
AWARDS & LEADERSHIP
CIBC Excellence Leadership Award — 2019 Dean’s and President's Honor Lists — University of North Texas President, Student Association — University of North Texas President, International Student Association — University of North Texas Who’s Who Among American Colleges and Universities
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