Asif Ejaz
Rockville,MD
Summary
Motivated professional seeking to benefit an IT department with complex technical expertise, as well as with exceptional skills that enable amiably interact effectively with both end users, and staff to resolve whatever technical issues arise. Strong background in technical support and troubleshooting, writing technical documents, PC procurement, planning, and testing. Solid analytical and technical aptitude, excellent communication, and a proven ability to interact with all levels of management and staff. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
9
9
years of professional experience
Work History
Senior Help Desk Technician -Tier II (Full-Time)
Inteleos
05.2018 - Current
- Accomplished numerous task throughout the year, such as; minimizing unattended email groups, and user accounts from 700 accounts to 200.
- Skilled in Active directory (on-prem & clouds).
- Skilled in creating organization email security policies.
- Skilled in allowing proper file-sharing access from servers.
- Skilled in providing knowledgeable support to executives and board members during off-site company annual meetings.
- Excellent communication skills, both verbal and written.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Contributing my expertise in Data center migration.
- Worked flexible hours across night, weekend, and holiday shifts.
- Bolstered cybersecurity measures by regularly updating antivirus software and educating employees about phishing threats.
- Adaptive in collaborating with other divisions/departments.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Extensive knowledge of cloud file-sharing. Setting up permissions, strengthening security, workflow, and retention policy.
- Collaborated in creating Infrastructure and Development department ticketing workflow in Atlassian.
- Major part of converting entire organization to Zoom platform.
- Collaborated with numerous departments on their project to accomplish their goals.
- On-site meeting support and advanced in supporting meeting room setups.
- Collaborate with systems administrator on server maintenance.
- Assisted in creating Infrastructure policies.
- Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
- Provided exceptional customer service by consistently following up with users to ensure their issues were resolved.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Tested new software and hardware before deployment.
- Created effective on-boarding and off-boarding procedures for Infrastructure, Human Resources, and hiring departments.
- Assisted in development of system security protocols.
- Patched software and installed new versions to eliminate security problems and protect data.
- Documented support interactions for future reference.
- Promoted efficiency among departments with prompt resolution of system issues.
- Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages.
- Streamlined help desk operations by implementing effective ticket management system.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Tek Systems Contractor - IT Help Desk Technician
Inteleos
08.2017 - 05.2018
- Responded to end-user tickets via Atlassian on time and also met SLAs
- Gathered and analyzed information about the user's issue and determined the best way to resolve their problem
- Provide support to tier 2 and tier 3 where configuration support has already been documented
- Answered helpdesk calls and provide basic support
- Troubleshooting end user's equipment issue
- Software installation
- Printer configuration, fix, and troubleshoot
- Ticket routing and escalation to tiers 2 & 3 support
- Documentation
- Assist with on-site meeting support with technical setup
- Contact outside vendors to schedule on-site or virtual support for senior tech support
- Gathered and analyzed information about the user's issue and determined the best way to resolve their problem
Intern - Data Entry Clerk/Technician
NIH Clinical Center
05.2015 - 09.2015
- Data Entry: Input and update thousands of data from various sources into digital databases or spreadsheets per day using established guidelines and procedures.
- Document Management: Maintain organized digital records and files, ensuring easy access to stored data when needed.
- Timely Communication: Communicate effectively with team members and supervisors through digital channels, providing progress updates and promptly addressing data-related queries.
- Identified trends in issues and incidents to improve service delivery
- Data Security: Adhere to strict data security and confidentiality protocols to protect sensitive information.
- Entry-level technical support with MS Office Suite (Word, Excel, PowerPoint, and Outlook) and minor desktop support.
Education
Bachelor of Science - Computer Science
University of Maryland - College Park
College Park, MD05.2021
Associate of Science - Computer And Information Sciences
Montgomery College
Rockville, MD08.2013
Skills
- Computer Hardware Knowledge
- Computer Software Knowledge
- Skilled Technical Support
- Account Administration
- Problem-solving abilities
- Troubleshooting Network Issues
- Application installations
- Remote Desktop Support
- Microsoft Office Suite
- Windows 8,10,&11
- Mac OS X
- Service Desk Team Management
- Time Management
- Skilled Active Directory (on-prem & cloud)
- Networks (TCP/IP and WAN)
- Server patching
- Datacenter migrator
- Skilled Technical Support
- Software Installation
- Internet Applications
- Administrative support
- VMware
- KnowBe4 (cyber security knowledge training)
- Mimecast (Org mail filtering)
- High level tech support for board meetings
Timeline
Senior Help Desk Technician -Tier II (Full-Time)
Inteleos
05.2018 - Current
Tek Systems Contractor - IT Help Desk Technician
Inteleos
08.2017 - 05.2018
Intern - Data Entry Clerk/Technician
NIH Clinical Center
05.2015 - 09.2015
Bachelor of Science - Computer Science
University of Maryland - College Park
Associate of Science - Computer And Information Sciences
Montgomery College