Armaan Syed
Richmond,Texas
Summary
IT Help Desk Technician with extensive experience providing Tier 1 & 2 support to over 150 users at Rad. Expertise in ticket management and cybersecurity, resulting in improved user satisfaction through effective communication and problem-solving. Trained teams to enhance quality assurance standards, contributing to overall service excellence.
Overview
10
10
years of professional experience
Work History
Quality Assurance Supervisor
Harte Hanks
Houston, TX
10.2023 - Current
- Trained production teams on QA standards, increasing defect detection by 20%.
- Monitored employee performance, and gave actionable feedback.
- Worked with cross-departments to improve processes and resolution times.
- Used KPIs to drive improvements in client satisfaction.
IT Help Desk Technician
Rad.
Houston, TX
07.2022 - 10.2023
- Provided Tier 1 & 2 support to over 150 end-users, resolving technical issues.
- Utilized ticketing systems (e.g., Zendesk, Oracle) for tracking and resolution.
- Installed and configured workstations, printers, and peripheral devices.
- Managed Active Directory accounts, password resets, and onboarding support.
- Guided users on cybersecurity and remote troubleshooting tools.
Aviation Ordnance Technician
US Marine Corps
Beaufort, SC
12.2017 - 06.2022
- Maintained and tracked aviation weapon systems with zero loss incidents.
- Ensured compliance with FAA and DoD regulations.
- Diagnosed systems under high-pressure environments.
Team Lead
Fundways of Illinois
Lombard, IL
06.2015 - 12.2016
- Managed event staff and oversaw logistics and service delivery.
- Created procedures reducing downtime and improving efficiency.
- Handled conflicts and supported team collaboration.
Education
Associate of Science - IT
Houston Community College
9910 Cash Rd, Stafford, TX 7747706-2026
High School Diploma -
Glenbard East High School
1014 S Main St, Lombard, IL 6014806-2016
Skills
- IT support (Windows, macOS, networks)
- Help desk tools (Zendesk, ServiceNow)
- Active Directory and Microsoft 365
- Remote support (TeamViewer, RDP)
- Cybersecurity awareness
- Customer service and communication
- Quality assurance and compliance
- Team leadership and training
- Analytical thinking and problem solving
- Performance monitoring
- Ticket management
- Product training
Accomplishments
- Good Conduct Medal - Exemplary Service throughout the entirety of Military Service
- Implemented multiple training programs that reduced response time by 20%, resulting in a 22% improvement in client retention
- Oversaw three departments during a company-wide reorganization, minimizing employee turnover and increasing customer satisfaction over three quarters.
Languages
English
Full Professional
References
References available upon request.
Timeline
Quality Assurance Supervisor
Harte Hanks
10.2023 - Current
IT Help Desk Technician
Rad.
07.2022 - 10.2023
Aviation Ordnance Technician
US Marine Corps
12.2017 - 06.2022
Team Lead
Fundways of Illinois
06.2015 - 12.2016
Associate of Science - IT
Houston Community College
High School Diploma -
Glenbard East High School
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