Syed Hamza Mahmood
Woodbridge,VA
Summary
My goal is to acquire a position in IT support where I may use my IT education, past customer service skills to contribute to the organization and enhance my career opportunities. A place I may grow and move forward alongside with my educational goals
Overview
4
4
years of professional experience
Work History
Mobile Device Technologist
World Bank
01.2022 - Current
- Troubleshoot issues with multiple mobile devices, including but not limited to: iPhones, iPads, Androids and Macs
- Document configuration changes, FAQs, and solutions to resolved issues
- Install, troubleshoot, configure, and document changes required to the mobile device environment
- Troubleshoot, and provide work-arounds and permanent fixes to issues identified in the mobile device environment
- Resolve Servicenow tickets opened related to mobile devices
- Serve as subject matter expert and point of contact for the Help Desk, application owners, and tier-3 support teams on issues related to the mobile device environment
- Participate in projects related to the mobile device environment, such as assessment, deployment, and implementation of hardware and software upgrades and procedures
- Deliver training sessions to the IT community as well as end-users on mobility-related topics
- Work closely with ITS engineers in development and release of enterprise mobile device solutions for client user community
- Plan for obsolescence and decommissioning of Mobile devices in the environment
- Participate in defining standards, technology selections, and security standards
- Provide mobile technology monitoring, revised standards, and preferred vendor/product lists
- Provide / generate comprehensive reports and metrics for monitoring of services
- Issue Quarterly Mobile Services newsletters and Update Mobile Services website
- Create and update certificates and packages within Jamf software server prod and dev
- Maintain server updates and address any security vulnerabilities
- Manage windows servers hosted in VMware
- Test, Install and update the Mac macOS operating system, including proprietary applications , security patches , updates, application drivers and system security tools
Helpdesk Analyst
07.2021 - 01.2022
- Managed client’s windows profile on Active Directory
- Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install/Configuration/Removal, Performance Tuning)
- Incident/Request (Analysis, Documentation)
- Workstation Imaging/Reimaging
- Mobile Device Management (Provision, Reset, Remote Wiping)
- Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation)
- Root Cause Analysis
- Active Directory Management
- Miscellaneous Support (Email, Meeting Room, Video Teleconferencing, Moves, Large Data Moves)
- Effective written and oral communication skills
- Skills
- ITIL Service Management
- Policy Analysis
- Workstation Patching/Testing
- Desktop Engineering
- CRM/Ticketing/ACD Systems
- Release Management
- Knowledge Management
- Device inventory and tracking
- App distribution and/or an enterprise app store
- Remote wipe
- Password enforcement
- App whitelisting and blacklisting; and
- Data encryption enforcement.
IT Support Technician
IT Con
03.2020 - 06.2021
- Provide enterprise support for customers/clients
- Migrated 2500 users from Windows 7 to Windows 10
- Develop, implement and manage a more effective ticketing system
- Manage mobile device inventory, replacements and new deployments using Service Now
- Windows 10 Rollout- Create/Deploy/support
- Support and or repair existing equipment/software already deployed in the environment
Education
Bachelor’s - Information Technology
George Mason University
Fairfax, VA12.2020
Diploma -
Nova Community College
Woodbridge, VASkills
- Microsoft Office 2003, 2007, 2010, 360 (Excel, Word, Access, Visio, PowerPoint)
- Windows XP, Windows 7, Windows 81, Windows 10, Windows Server 2003, 2008
- Windows, installation and maintenance
- BMC Remedy, Oracle ticketing system, ServiceNow
- MDM , Intune Azure and Jamf
- Remote access installation, diagnosing and troubleshooting
- Problem-Solving
- Troubleshooting
- Data Entry
- Calm Under Pressure
- Teamwork and Collaboration
- Organization and Time Management
Languages
Urdu
Full Professional
English
Full Professional
Timeline
Mobile Device Technologist
World Bank
01.2022 - Current
Helpdesk Analyst
07.2021 - 01.2022
IT Support Technician
IT Con
03.2020 - 06.2021
Bachelor’s - Information Technology
George Mason University
Diploma -
Nova Community College
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