Behrooz Bakhtiary
Washington,DC
Summary
Certified in Security+ 8+ years of IT helpdesk experience and call center experience Knowledgeable of NIST SP 800-171 requirements. Capable IT professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
8
8
years of professional experience
Work History
Tier 1 IT Specialist
CACI
National Harbor, MD
02.2018 - 11.2023
- Perform Tier I/Tier II computer support, responding to, diagnosing, and resolving issues for customers through e-mail and phone, totaling 90+% closing rate for 25-50 tickets per week
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs as well as ensure company compliance with NIST SP 800-171 requirements as well as relevant laws or regulations regarding information security.
- Configure hardware and software for new hires, as well as create Lan E-mail accounts and Active Directory Accounts, totaling 20-25 people per month
- Trained end users on how to use new systems and technologies effectively.
Help Desk/PC Technician
Phoenix International
Largo, MD
11.2015 - 02.2018
- Troubleshot and resolved numerous technical issues related to operating systems, software applications and networking equipment.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Performed computer system, software and peripheral installation, maintenance, troubleshooting, and repair to achieve nonstop availability.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
PC Technician (Internship)
First Time Technology
Washington, DC
06.2015 - 10.2015
- Deployed systems to work sites, established and repaired network connections and cables, set up and secured wired/wireless networks with routers, modems, switches and hubs for offices, computer labs and classrooms.
- Resolved malware, viruses, blue screen and various hardware issues consisting of broken monitors, disk drives, modems, hard drives and optical drives
- Developed detailed documentation outlining installation processes for various types of hardware and explained computer issues and resolutions to colleagues, instructors and staff
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Provided remote support to customers using a variety of remote access tools.
- Tracked computer issues and resolutions, updated tickets and logged work performed
Education
CompTIA Security+ Certification -
09.2023
CompTIA Network+ Certification -
02.2017
Microsoft Technology Associate Certification: Networking Fundamentals -
11.2015
CompTIA A+ Certification -
10.2015
University of the District of Columbia, Washington, DC -
Byte Back IT Academy, Washington, DC -
Skills
- Windows 10, 11
- Service Now
- RSA Security
- IOS
- UEM
- Office 365
- LAN/WAN
- VPN
- Routers
- Network Cabling
- Firewalls
- TCP/IP
- DNS
- DHCP
- Dreamweaver HTML
- AutoCAD
- Adobe
- PXE Installs
- Command Line
- Skype for Business
- OS Migration by Server, Disk & Flash
- Imaging
- Application Installation
- Virus & Malware Removal
- Norton Ghost
- MS Outlook
- Restore Data
- System Recovery
- Configuration
- Repair Asus, Acer, Mac, HP & Dell CPUs, Monitors, Laptops
- File restoration
Timeline
Tier 1 IT Specialist
CACI
02.2018 - 11.2023
Help Desk/PC Technician
Phoenix International
11.2015 - 02.2018
PC Technician (Internship)
First Time Technology
06.2015 - 10.2015
CompTIA Security+ Certification -
CompTIA Network+ Certification -
Microsoft Technology Associate Certification: Networking Fundamentals -
CompTIA A+ Certification -
University of the District of Columbia, Washington, DC -
Byte Back IT Academy, Washington, DC -
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