FARIHA PIRZADA
FVC Bank Headquarters
Alexandria ,VA
3
Certifications
8
years of professional experience
IT Support and Service Desk professional with 8+ years of enterprise IT experience supporting environments serving 1,000+ employees, including service desk leadership, ticket queue management, technical escalations, SLA monitoring, team leadership, coaching, ITSM, endpoint security, endpoint support, and IT asset management. Experienced serving as an escalation point for complex and high-priority technical issues while leading support personnel, monitoring service performance, coordinating incident resolution, and improving end-user service delivery. Strong background in ServiceNow, ManageEngine, Keyco, ITIL, incident and request management, ticket queues, SLA tracking, MFA, endpoint security, SentinelOne, Active Directory, endpoint management, IT asset management, technical documentation, and user training. Experienced supporting executives and business users, analyzing service data, developing procedures, and implementing security and process improvements across multi-site enterprise environments.
Work History
IT Support Manager
8 Months- Managed day-to-day IT support and service desk operations supporting a large enterprise user environment, with responsibility for a ticket queue serving business users and monitoring service performance against established SLAs.
- Served as the primary escalation point for complex, high-priority, and unresolved technical issues, coordinating troubleshooting and resolution across appropriate technical teams.
- Led, coached, and supported IT support personnel, providing technical guidance, knowledge sharing, and direction to promote consistent service delivery and effective issue resolution.
- Monitored ticket queues, incident/request activity, priorities, and SLA performance to ensure timely resolution and appropriate escalation of service issues.
- Supported an environment serving 1,000+ employees, addressing end-user technical issues across enterprise and multi-site operations.
- Provided high-level technical support to executive leadership, including the President, CEO, and managing directors, resolving high-priority systems access issues, Citrix VDI disruptions, and business application vulnerabilities.
- Deployed and supported endpoint security controls, including SentinelOne, helping ensure enterprise endpoints were protected and properly configured.
- Supported organization-wide MFA security readiness by configuring and assisting users with secure authentication and access requirements.
- Implemented and supported Active Directory Group Policies, MFA security profiles, VPN access, and endpoint security controls.
- Used ServiceNow and ManageEngine to support IT service management, incident/request tracking, asset information, troubleshooting documentation, and operational workflows.
- Managed enterprise IT asset inventories and lifecycle information across headquarters and eight branch locations, maintaining accountability for hardware status, configuration, ownership, and geographic location.
- Evaluated support and deployment processes across nine facilities and identified opportunities to improve operational consistency, asset transfers, audits, lifecycle retirement, and service delivery.
- Developed and optimized rapid laptop imaging and provisioning procedures to improve deployment readiness and support new-user onboarding.
- Managed enterprise mobile-device provisioning through Microsoft Company Portal and mobile device management platforms.
- Developed troubleshooting documentation, SOPs, and user guidance to improve support consistency and reduce recurring technical issues.
- Created training materials and provided technical guidance to support staff and end users.
- Partnered with stakeholders to resolve technical issues, improve service desk processes, and enhance the overall end-user support experience.
IT Asset Management Analyst
2 Years 4 Months- Administered and enhanced enterprise ITAM/ITSM platforms, supporting asset lifecycle management, service workflows, reporting, and operational data quality.
- Configured automated lifecycle workflows and alerts that captured asset data variations and reduced legacy spreadsheet errors by 30%.
- Performed complex data analysis, reconciliation, and auditing across hardware, software, license, and utilization records.
- Developed lifecycle metrics, utilization reports, data-quality indicators, and spend optimization benchmarks to support IT leadership and project decision-making.
- Configured and tested REST API integrations and automated webhooks connecting Keyco asset data with enterprise ServiceNow workflows.
- Developed and maintained standard operating procedures, data collection protocols, configuration guidelines, user guides, and training materials.
- Led instructional training for personnel using enterprise IT management tools and processes.
IT Support Specialist | Resolve Technology
5 Years 5 Months- Provided enterprise IT support across the Fairfax County Public Schools network, supporting hardware, software, user access, asset movement, and retirement activities across multiple sites.
- Used ServiceNow to manage service requests, document incidents and resolutions, track maintenance changes, and maintain detailed IT service records.
- Provided identity and access management support within enterprise Active Directory environments, including user creation, access-group modifications, and group membership auditing.
- Supported troubleshooting and resolution of end-user technical issues while maintaining accurate documentation and audit trails.
- Translated complex technical information into clear troubleshooting documentation and user-facing support resources, helping reduce recurring Tier I support issues.
- Supported multi-site asset identification, inventory reconciliation, equipment movement, and secure hardware retirement.
Education
Associate of Applied Science (A.A.S.) - Information Systems Technology
- Minor: Cloud Computing
- GPA: 3.75/4.00
Skills
Service Desk Management
IT Support Team Leadership
Team Coaching & Mentoring
Ticket Queue Management
SLA Monitoring & Compliance
Incident & Request Management
Technical Escalation Management
ServiceNow / ITSM
ITIL Practices
KPI & Performance Monitoring
End-User & Executive Support
Level I / II Technical Support
Endpoint Security
MFA Deployment & Support
SentinelOne
Microsoft Technologies
Active Directory & Access Management
Endpoint & Mobile Device Management
IT Asset Management / CMDB
Knowledge Base & SOP Development
User Training & Onboarding
Process Improvement & Automation
Service Desk Reporting & Metrics
Multi-Site IT Operations
Personal Information
Title: IT SUPPORT / SERVICE DESK MANAGER
Certification
CompTIA A+
ADDITIONAL TRAINING
Advanced Information Security & Cybersecurity Training — Corporate cybersecurity mandates, threat mitigation, compliance, endpoint protection, data privacy controls, access management, and threat prevention strategies supporting critical financial infrastructure.
Timeline
IT Support Manager
FVC Bank Headquarters
02.2026 - 10.2026Read More
IT Asset Management Analyst
Keyco
10.2023 - 02.2026Read More
IT Support Specialist | Resolve Technology
Fairfax County Public Schools
05.2018 - 10.2023Read More
Northern Virginia Community College
Associate of Applied Science (A.A.S.) from Information Systems Technology
Read More