Muhammad Izaz
Information Technology
Alexandria
Summary
Detail-oriented Service desk technician with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
2
2
years of professional experience
2
2
years of post-secondary education
4
4
Certificates
3
3
Languages
Work History
Service Desk Technician
TEKsystems
10.2021 - 03.2024
- Helped streamline repair processes and update procedures to support action consistency.
- Actively sought feedback from end-users to identify areas for improvement in the service desk function.
- Installed, configured, and maintained computer systems and network connections.
- Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Configured hardware and granted system permissions to new employees.
Project Assistant - Remote
TEKsystems
10.2021 - 03.2024
- Reduced administrative workload for project managers by managing correspondence, scheduling appointments, and handling travel arrangements.
- I worked with senior leadership to complete complex projects on time and underbudget.
- Facilitated workshops to collect project requirements and user feedback.
- Completed multiple tasks simultaneously to optimize project completion.
- Conducted post-project evaluations to assess performance against objectives; shared lessons learned with relevant stakeholders to inform future initiatives.
- Contributed to successful project outcomes with thorough documentation of processes, results, and recommendations.
- Ensured consistent application of company policies, procedures, templates, and tools throughout each stage of the project lifecycle.
- Provided technical support to project stakeholders to help meet project objectives.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules, and conflicts.
- Improved project efficiency by conducting comprehensive research to identify potential opportunities and challenges.
- Maintained open communication by presenting regular updates on project status to customers.
- Reported regularly to managers on project budget, progress, and technical problems.
- Proven ability to develop and implement creative solutions to complex problems.
Systems Support Specialist
TEKsystems
10.2021 - 03.2024
- Proactively identified opportunities for process improvement within the IT department, leading to more streamlined workflows.
- Diagnosed and executed resolutions for network and server issues.
- Conducted research and sampling to compile resources to assist and expedite problem resolution.
- Designed and evaluated WAN and LAN connectivity technologies.
- Responded to requests-for-service, generating resolutions based on knowledge of the technical industry.
- Improved overall user experience through support, training, troubleshooting, improvements, and communication of system changes.
- Performed network security design and integration duties.
- Monitored network hardware operations to evaluate proper configuration.
- Investigated and corrected problems with printers, copiers, and other peripheral devices.
- Assisted in the migration of legacy systems to modern platforms, minimizing disruptions to daily operations.
- Evaluated emerging technologies for potential adoption in improving overall system functionality.
- Train new hires on company systems and procedures to ensure a smooth onboarding experience.
- Provided faculty and staff with security software and network configuration support.
- Managed inventory of hardware assets, ensuring efficient allocation of resources across the organization.
- Developed and maintained courteous and effective working relationships.
- I worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Resolved problems, improved operations, and provided exceptional service.
Education
Associate Of Applied Science - Cybersecurity
Northern Virginia Community College
Annandale, VA 08.2021 - 08.2023
Skills
Online Chat Support
Application installations
System Maintenance
Service Desk Team Management
Technical Support
Windows 10
Device Installation
Network diagnostics
Collaborative Team Player
Time management abilities
Troubleshooting Network Issues
TCP/IP
Ticketing System
Desktop support
Ticket support system management
Multitasking
Help Desk Support
Software Upgrades
Systems Analysis
Microsoft Outlook
Problem-solving abilities
Certification
CompTIA Security+
Timeline
Service Desk Technician
TEKsystems
10.2021 - 03.2024
Project Assistant - Remote
TEKsystems
10.2021 - 03.2024
Systems Support Specialist
TEKsystems
10.2021 - 03.2024
Associate Of Applied Science - Cybersecurity
Northern Virginia Community College
08.2021 - 08.2023