Rizan Jahan
Woodbridge
Summary
Dynamic IT Senior Associate with proven expertise at Management Sciences for Health, excelling in ITIL-based support and software migration. Adept at managing Active Directory and enhancing user experience through effective training. Recognized for timely issue resolution and strong problem-solving skills, ensuring seamless operations and user satisfaction.
Overview
11
11
years of professional experience
Work History
IT Senior Associate
Management Sciences for Health (MSH)
05.2021 - 02.2025
- Managed IT service tickets using ServiceDesk, ensuring timely issue resolution within SLA.
- Administered Active Directory and Azure AD for user account management and permissions.
- Provided remote troubleshooting using TeamViewer and assisted offsite users.
- Led the migration from Google Mail to Outlook, conducting user training sessions.
- Coordinated IT asset inventory, procurement, and vendor relationships.
- Set up workstations for new hires and facilitated office moves.
- Maintained and serviced printers (Xerox, HP), including minor hardware upgrades.
- Worked on Implementation and monitoring of several new software
IT Service Desk Associate
Creative Information Technology
01.2018 - 09.2018
- Provided first-line IT support, resolving tickets per SLA guidelines.
- Managed Active Directory tasks, including user account creation and permissions.
- Supported enterprise migration from Cisco phones to Skype for Business phones.
- Assisted QA teams in troubleshooting test environment issues.
- Monitored and deployed updates using Symantec Endpoint Protection.
- Provided VPN support and network troubleshooting for remote users.
Helpdesk Specialist
US Fish and Wildlife Service
03.2015 - 05.2017
- Delivered IT support to nationwide users, handling over 20 calls per day.
- Managed tickets using BMC Footprints, ensuring SLA compliance.
- Supported users with Google Workspace, software installations, and troubleshooting.
- Configured and enforced MDM policies on iPhones using Maas360.
- Imaged and deployed Dell laptops and desktops.
- Assisted in various IT projects to enhance performance and user experience.
IT Support Desk
United Services Organization (USO)
10.2014 - 02.2015
- Installed and re-imaged HP laptops using Symantec Ghost.
- Managed IT support tickets using Spiceworks.
- Provided daily technical support for Windows, Mac, and mobile devices.
- Diagnosed network issues and performed preventive equipment maintenance.
- Supported AV and VC equipment setup in conference rooms.
IT Associate
Management Sciences for Health (MSH)
05.2014 - 10.2014
- Created and managed tickets in BMC Remedyforce.
- Provided Active Directory support, including password resets and group policies.
- Led training sessions for users transitioning from Outlook to Google Mail.
- Managed IT inventory and coordinated surplus equipment handling.
- Administered Cisco TelePresence Systems and WebEx for 14 conference rooms.
- Assisted with hardware replacements and user workstation setups.
Education
International Business -
Dhaka University
BangladeshInformation Technology -
NVCC
Alexandria, VASkills
- ITIL-based Service Desk Support
- Windows & Mac OS Troubleshooting
- Ticketing Systems (ServiceDesk, BMC Footprints, Spiceworks)
- Software & Hardware Installation, Imaging, and Upgrades
- Office 365
- Google Workspace
- Cloud Services
- VPN & Network Connectivity Troubleshooting
- Printer Support (Xerox, HP)
- IT Asset Management & Inventory Control
- AV/VC Equipment Support
- Active Directory administration
- Software migration
Accomplishments
- Successfully led email migration projects, enhancing user efficiency.
- Provided technical support in high-pressure environments with a strong SLA adherence.
- Spearheaded IT asset management initiatives to optimize resource utilization.
- Improved service desk workflows, reducing resolution times and increasing user satisfaction.
References
Available upon request.
Certifications And Education
- ITIL v3 Certification
- MCP Windows 10 (Installing and Configuring Windows 10)
- International Business, Dhaka University, Bangladesh
- Information Technology, NVCC, Alexandria, VA
- Interim SECRET Clearance, 06/29/18
Timeline
IT Senior Associate
Management Sciences for Health (MSH)
05.2021 - 02.2025
IT Service Desk Associate
Creative Information Technology
01.2018 - 09.2018
Helpdesk Specialist
US Fish and Wildlife Service
03.2015 - 05.2017
IT Support Desk
United Services Organization (USO)
10.2014 - 02.2015
IT Associate
Management Sciences for Health (MSH)
05.2014 - 10.2014
International Business -
Dhaka University
Information Technology -
NVCC
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