Epic
Faisal Asif
Help Desk Specialist
Millersville,MD
Summary
As a current Cyber-security student, I want to continue utilizing my skills and enhance my knowledge by learning new types of tools and technology in the evolving world of IT. I want the opportunity to be part of a team that contributes towards the growth and the success of an organization. Developed outstanding communication skills, time management, and the ability to work with a team or alone. Maintained an excellent GPA while working full time; able to prioritize tasks and meet/exceed certain goals and expectations.
Overview
3
3
years of post-secondary education
2
2
years of professional experience
Work History
Help Desk Support Specialist
TEKsystems
Baltimore, MD
01.2021 - Current
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Level 1 Helpdesk Agent
University Of Maryland Medical Systems
Columbia, MD
03.2020 - 09.2020
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices and software to set up work stations for employees.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Conducted in-depth product and issue resolution research to address customer concerns.
Computer Technician
Daly Computers Inc.
Clarksburg, MD
05.2020 - 06.2020
- Linked computers to network and peripheral equipment, including printers and scanners.
- Setup, installed and configured computers in various business locations to support operations and reporting.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Alleviated hardware and software issues affecting computers and language labs, resulting in improved relationships with training departments and schools.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Help Desk Representative
PowerTrain Inc
Landover, MD
07.2019 - 03.2020
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Education
Master of Science - Cybersecurity Management And Policy
University of Maryland - University College
Hyattsville, MD 07.2020 - 09.2021
Bachelor of Science - Computer Networks And Cybersecurity
University of Maryland - University College
Hyattsville, MD 08.2018 - 05.2020
Skills
Microsoft Office
undefinedSoftware
ServiceNow
Jira
TestRail
Selenium
Timeline
Help Desk Support Specialist
TEKsystems
01.2021 - Current
Master of Science - Cybersecurity Management And Policy
University of Maryland - University College
07.2020 - 09.2021
Computer Technician
Daly Computers Inc.
05.2020 - 06.2020
Level 1 Helpdesk Agent
University Of Maryland Medical Systems
03.2020 - 09.2020
Help Desk Representative
PowerTrain Inc
07.2019 - 03.2020
Bachelor of Science - Computer Networks And Cybersecurity
University of Maryland - University College
08.2018 - 05.2020
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