AFROZE SHAIK

IT Technician

Glassboro

Summary

Enthusiastic IT Technician with strong background in troubleshooting and resolving technical issues. Successfully managed helpdesk operations to ensure seamless user experience and minimal downtime. Demonstrated ability to effectively communicate technical concepts and provide exceptional customer support.

Overview

years of professional experience

Certification

Work History

Teaching Assistant – IT & Lab Support

Virginia University of Science and Technology

07.2024 - 09.2025

Provided desktop support for Windows 10/11 operating systems, printer support and account management for students and staff in lab environments resolving hardware, software and Office 365 issues
Supported classroom technology during lectures and academic events ensuring continuity service throughout the session.
Provided onsite technical support across multiple departments, handling hardware replacements, cabling, and physical device installations in active production environments.
Delivered onsite technical support for device configuration, basic cabling, and hardware replacement.
Performed Install, Move, Add, and Change (IMAC) services for lab hardware, including component replacements and preventive maintenance.
Installed and configured classroom peripherals and audio-visual equipment minimizing interruptions to teaching.

IT Technician - Help Desk Support

Ecodinfotel Pvt Ltd

09.2021 - 10.2023

Implemented OS and software updates on user systems, fixing known security issues and preventing system crashes caused by outdated programs.
Monitored LAN connectivity, endpoint performance, and printer/network device status, identifying issues such as IP conflicts, hardware failures, and slow system performance to prevent user downtime.
Responded to and resolved 200+ technical tickets monthly related to login issues, printers, Office 365, and connectivity, providing timely support and maintaining user satisfaction.
Trained staff on Windows and macOS basics, helping users troubleshoot common issues and reducing repeat support requests.
Managed the deployment and configuration of 100+ laptops and mobile devices, ensuring secure setup, network connectivity, and seamless user access across teams.
Provided remote and onsite IT support across multiple client environments, operating in a service-provider model similar to an MSP, supporting diverse user bases and infrastructure setups.
Managed high-volume queue of 30-40 ServiceNow tickets weekly, achieving 100% resolution rate for Tier 1 & 2 escalations within SLA.
Maintained detailed documentation for recurring issues, user environments, and infrastructure changes.

Education

Master of Science - CYBERSECURITY & INFORMATION ASSURANCE

Virginia University of Science And Technology

Vienna, VA

05.2001 -

Skills

Operating Systems & Platforms:
Windows 10/11, Windows Server, macOS, Office 365, Outlook, Teams, OneDrive, Active Directory, Group Policy
Hardware & Devices:
Laptop/desktop troubleshooting (Dell, HP and Lenovo Systems), printer support, hardware replacement, endpoint imaging & deployment, macOS and Windows device support

Networking:
TCP/IP, DNS, DHCP, VPN, VLAN (basic understanding), network troubleshooting
Support & IT Operations:
Windows imaging & deployment, user account management, password resets, IMAC, ticketing systems, IT asset management, vendor coordination, on-call support

Websites

Accomplishments

Boosted System Efficiency

Enhanced system performance by 30% through the implementation of proactive monitoring and maintenance protocols.

Certification

CompTIA Security+

Interests

Technology Innovation

Eager to explore new tech trends and solutions to improve IT services and user experiences

Timeline