Shafii Farah
Fairfax
Summary
Detail-oriented and customer-focused IT Help Desk Specialist with a strong background in administrative management and client service. Proven ability to handle scheduling, resolve customer inquiries, maintain accurate records, and support daily operations in high-volume environments. Ready to bring organizational skills and problem-solving abilities to an IT support team.
Overview
7
7
years of professional experience
Work History
Lead Administrator
KAIZEN MMA
05.2022 - Current
- Oversaw daily operations and class scheduling for all programs.
- Managed client records, memberships, and billing processes.
- Provided front-line customer service, addressing inquiries and resolving issues promptly.
- Utilized management software for attendance tracking and internal reporting.
- Led communications between staff, instructors, and clients to ensure smooth operations.
- Supervised administrative processes for events, schedule changes, and facility management.
IT Support Specialist
STARFUND INC
06.2022 - 10.2024
- Provided first-level technical support for a fast-paced startup focused on live MMA streaming and digital content delivery.
- Used ticketing systems to manage, log, and resolve user issues related to streaming services, account access, and platform performance.
- Assisted with onboarding of new users and internal staff, configuring accounts and ensuring seamless access to company tools and systems.
- Delivered timely customer support for both internal teams and external users, troubleshooting streaming disruptions and technical difficulties.
- Maintained accurate documentation of recurring technical issues and resolutions to improve knowledge sharing within the team.
- Supported remote staff and clients by providing technical assistance over phone, email, and virtual platforms.
- Contributed to process improvements by providing feedback on user experience and common technical challenges in a startup environment.
Lead Administrator
EAGLE MARTIAL ARTS
10.2019 - 04.2022
- Handled student registration, class scheduling, and member communications.
- Maintained administrative records and processed payments accurately.
- Delivered excellent customer service, assisting families and resolving concerns.
- Tracked attendance and class progress using digital management tools.
- Coordinated logistics for events and internal administrative needs.
Client Support Assistant
NURON SURGE
01.2018 - 08.2020
- Provided client support services, handling inquiries and troubleshooting basic digital platform issues.
- Monitored and reported on campaign performance using analytics tools.
- Managed content scheduling, basic website updates, and user account adjustments.
- Supported internal documentation of client interactions and service improvements.
- Communicated with clients through email and messaging platforms, resolving service requests and providing updates.
Education
Bachelor Of Business Administration -
Shippensburg University of Pennsylvania
Shippensburg, PASkills
- Windows iOS Android
- Active Directory & User Account Management
- PowerShell (Basic Commands & Scripting)
- Remote Desktop Support & Assistance Tools
- Ticketing Systems (ServiceNow, Zendesk, Freshdesk)
- Office 365 Administration
- Hardware Troubleshooting (Printers, PCs, Devices)
- Basic Networking Support (WiFi, VPN Troubleshooting)
- Customer Service & Client Relations
- Microsoft Office Suite & Web Tools
- Record Keeping & Database Management
- Scheduling & Operations Coordination
- Documentation & Reporting
- Critical Thinking & Problem Solving
- Commitment to Deadlines
Timeline
IT Support Specialist
STARFUND INC
06.2022 - 10.2024
Lead Administrator
KAIZEN MMA
05.2022 - Current
Lead Administrator
EAGLE MARTIAL ARTS
10.2019 - 04.2022
Client Support Assistant
NURON SURGE
01.2018 - 08.2020
Bachelor Of Business Administration -
Shippensburg University of Pennsylvania
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