Ajwa Nayab
Bristow,VA
Overview
8
8
years of professional experience
1
1
Certification
Work History
Information Technology Help Desk Analyst Tier II
Intelidyne
Falls church, VA
11.2020 - Current
- Provide expert support, and analysis into exceptionally complex problems, and processes relating to the subject matter
- Serve as technical expert on providing technical direction, interpretation and alternatives to T1
- Record problems and their resolution in the logs
- Coordinate resolution of product/service issues, upgrades, and problems
- Resolve issues using established operating procedures
- Opening, tracking, and closing incident tickets per established guidelines
- Escalate issues as necessary within established timelines
- Provide supervision of the customer installation of hardware and software as required
- Perform software installations, windows installations and updates
- Perform hardware configuration for FCUs such as Laptop, router and printers
- Manage inventory which includes tracking of the equipment that are deployed to the sites or the ones sent back to us
- Test the equipment to see if it is reusable for later and if not, equipment is sent to the correct destination to get fixed or disposed of if not fixable
- Create and maintain solutions for online knowledgebase
- Readily available to assist role holders when help is needed
- Proficient with Active Directory (AD) to manage new and existing user accounts and manage user authentication.
Information Technology Help Desk Analyst Tier II
Perspecta
Herndon, VA
09.2019 - 11.2020
- Develop and support strategic plans and projects to meet site security goals and objectives Influences and improves upon existing processes through innovation and operational change
- Record problems and their resolution in the logs
- Coordinate resolution of product/service issues, upgrades, and problems
- Resolve issues using established operating procedures
- Opening, tracking, and closing incident tickets per established guidelines
- Escalate issues as necessary within established timelines
- Provide supervision of the customer installation of hardware and software as required
- Perform software installations, windows installations and updates
- Perform Active Directory related procedures and manage different role holder’s accounts
- Create and maintain solutions for online database and website.
Information Technology Help Desk Support Specialist
Washington Flyer Regency
Dulles, VA
05.2016 - 09.2018
- Customer service via telephone and face-to-face
- Provide assistance with computer software and hardware
- Perform software installations, windows installations and updates
- Create and maintain tips and tricks solutions for online database and website
- Resolve technical issues in a timely manner using available resources within the company
- Record problems and their resolution in the logs.
Education
Bachelor of Science - Management Information Systems
University of Maryland - Baltimore County
Baltimore, MD07-2025
Associate of Science - Business Administration and Management
Northern Virginia Community College (NOVA)
Loudoun, VA05-2022
Skills
- Troubleshooting hardware
- Troubleshooting software
- Troubleshooting network
- Troubleshooting windows
- Ticketing system
- Windows reimage and repair
- Microsoft 365
- Lucidchart
- Systems development life cycle
- IS auditing
- Active directory
- Data backups and recovery
- IT Security
- Remote troubleshooting
- Service Now
- Microsoft Project
- SCRUM
- SQL
Citizenship
US Citizen
Certification
- CompTIA Security+ ce
- ITIL v4
- MTA: Windows operating System Fundamentals
Timeline
Information Technology Help Desk Analyst Tier II
Intelidyne
11.2020 - Current
Information Technology Help Desk Analyst Tier II
Perspecta
09.2019 - 11.2020
Information Technology Help Desk Support Specialist
Washington Flyer Regency
05.2016 - 09.2018
Bachelor of Science - Management Information Systems
University of Maryland - Baltimore County
Associate of Science - Business Administration and Management
Northern Virginia Community College (NOVA)
- CompTIA Security+ ce
- ITIL v4
- MTA: Windows operating System Fundamentals