Asif Shahed
Queens,NY
Summary
Skilled Desktop Support Engineer with a proven track record at Emerald, enhancing system performance and customer satisfaction through expert troubleshooting and resolution of complex technical issues. Specializes in Active Directory and Windows OS, complemented by exceptional problem-solving abilities. Achieved significant improvements in help desk ticket resolution times, demonstrating a strong blend of technical proficiency and customer service excellence.
Overview
10
10
years of professional experience
Work History
Desktop Support Engineer
Emerald
03.2022 - Current
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Patched software and installed new versions to eliminate security problems and protect data.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
Technician
Re-Max Reality
06.2018 - 02.2020
- Assisted with the deployment of new hardware and software, ensuring seamless integration into existing systems.
- Provided exceptional customer service to end-users, addressing their concerns and resolving issues promptly.
- Enhanced user experience by providing timely and efficient desktop support to endusers.
- Optimized computer performance through regular monitoring, diagnosing, and resolving software conflicts or hardware malfunctions as they occurred.
- Collaborated with IT teams to resolve network connectivity issues, resulting in improved efficiency for all users.
- Continuously improved technical skills through self-directed learning, staying up-to-date with industry developments and best practices in desktop support.
- Streamlined the troubleshooting process by creating detailed documentation for common technical issues encountered by endusers.
- Managed inventory of hardware equipment, ensuring prompt replacement or repair when needed to minimize disruptions in workflow.
Technical Support Technician
Image Heights
03.2015 - 04.2017
- Identify and troubleshoot technical issues across various devices, providing multi-level support to users.
- Deliver technical assistance and problem-solving both in-store and remotely..
- Support with data recovery and secure backup solutions to protect their information.
- Set up and manage networks, ensuring strong connectivity and secure operations.
- Install and update software and operating .
Education
Computer Information Systems
City Tech Collage of Technoloy
Brooklyn, NY06-2016
Skills
Active Directory: User account creation, password resets, group management, account security
Operating Systems: Windows 10, Windows 7, MacOS, Linux basics
Hardware: Desktop, laptop, and peripheral troubleshooting, installation, and maintenance
Networking: Basic TCP/IP, DNS, DHCP, VPN, remote desktop protocols
Software: Microsoft Office Suite, Office 365, remote support tools (eg, TeamViewer, Remote Desktop)
Additional Skills: Excellent customer service, problem-solving, incident management, documentation
Timeline
Desktop Support Engineer
Emerald
03.2022 - Current
Technician
Re-Max Reality
06.2018 - 02.2020
Technical Support Technician
Image Heights
03.2015 - 04.2017
Computer Information Systems
City Tech Collage of Technoloy
Similar Profiles
Sydney ClarkSydney Clark
Anchor Tavern at EmeraldAnchor Tavern at Emerald
Dishant DattaniDishant Dattani
Regional Operations Manager at EmeraldRegional Operations Manager at Emerald
Sylvia ArroyoSylvia Arroyo
Marketing Manager at EmeraldMarketing Manager at Emerald