Umair Saleem
Springfield,VA
Summary
Results-driven IT Help Desk Support Specialist with over five years of experience delivering exceptional Tier 1 and Tier 2 technical support. Proficient in troubleshooting hardware, software, and network issues, managing Active Directory, and utilizing ticketing systems such as ServiceNow and Remedy. Strong expertise in Windows OS, Office 365, VPN, and remote access tools, with a consistent commitment to enhancing user satisfaction through high-quality technical assistance. Holds CompTIA A+, Network+, and certifications, demonstrating a solid foundation in IT support and security best practices.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Vailexa Technology
Virginia
11.2020 - Current
- Provide end-user technical support across six office locations, ensuring smooth IT operations.
- Manage and resolve help desk tickets using ServiceNow and Remedy, ensuring timely resolution.
- Administer and troubleshoot Active Directory, Group Policies, and user access controls.
- Conduct system imaging, software installations, and hardware upgrades to maintain system efficiency.
- Reduced average help desk response time by 30% through process optimizations.
- Successfully led a migration project for Office 365 and SharePoint, improving collaboration.
- Implemented security best practices, enhancing data protection and endpoint security.
IT Support Specialist
TD Bank
Virginia
04.2019 - 09.2020
- Provided technical support for Windows OS, Office 365, and enterprise software applications.
- Managed user accounts, password resets, and access control within Active Directory.
- Configured and deployed new laptops/desktops with the necessary applications and updates.
- Utilized DameWare and Remote Desktop to resolve technical issues remotely.
- Reduced IT support ticket backlog by 40% through improved troubleshooting efficiency.
- Trained employees on cybersecurity best practices, reducing phishing incidents by 25%.
- Standardized IT asset management processes, improving inventory accuracy.
Data Center Technician
Verigent
Virginia
11.2018 - 04.2019
- Facilitated the installation of shelves, power strips, and network components, ensuring seamless integration into existing infrastructure.
- Utilized ticketing system and email to accurately record accepted tasks and maintain comprehensive status reports.
- Implemented systematic dressing and labeling of cables, ensuring clear identification and improved traceability.
- Managed coordination with partner teams to oversee power and cabling tasks associated with equipment receiving and installation upgrades.
- Conducted comprehensive troubleshooting and repair of network servers and storage systems, enhancing reliability within data center environments.
- Identified and replaced malfunctioning equipment parts, such as motherboards, CPUs, drives, and memory modules, to maintain operational efficiency.
Education
Bachelor of - Computer Science
Comsats University
Pakistan Skills
- Operating Systems
- Networking
- IT Support Tools
- Security
- Software
- Hardware
- Mobile Support
- IT Support & Troubleshooting
- Active Directory Administration
- Help Desk Ticketing Systems
- Network Configuration & Security
- Windows OS & Server Management
- VPN & Remote Access Support
- Hardware & Software Installation
- Office 365 & SharePoint Support
- Technical Documentation
Additional Information
Authorized to work in the U.S. for any employer., Available for on-site and remote IT support roles.
Certification
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
Personal Information
- Availability: Available for on-site and remote IT support roles.
- Visa Status: Authorized to work in the U.S. for any employer.
Timeline
IT Support Specialist
Vailexa Technology
11.2020 - Current
IT Support Specialist
TD Bank
04.2019 - 09.2020
Data Center Technician
Verigent
11.2018 - 04.2019
Bachelor of - Computer Science
Comsats University