Haadi Khan
Alexandria,VA
Summary
Ambitious IT Technician consistently exceeds client expectations by proactively tracking and resolving faults and complaints. Accurately triages and delegates all incoming tickets. Confirms either personal resolution or correct assignment of each and every customer issue.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT TECHNICIAN
ITCON Services
Fairfax, VA
12.2022 - Current
- Create and managed user accounts
- Stayed updated on identity and access management trends to enhance procedures
- Controlled access rights, maintaining security and compliance
- Configured hardware and granted system permissions for new employees
- Offer initial support for user account issues, diagnosing access problems and collaborating with other teams to ensure quick resolution
- Collaborate directly with the access management team
- Managed a high volume of incoming calls, utilizing NICE
- Utilize ServiceNow to manage and resolve tickets accurately, ensuring client needs are met
- Resolved hardware issues including replacing parts as necessary
- Participated in team meetings to discuss project status updates
- Maintained software licenses and hardware inventory for the organization.
- Updated documentation for account management processes and best practices
- Monitored account activities to identify and address security risks.
- Reduce risks related to managing user accounts
- Installed and configured office IT equipment and systems.
- Managed and troubleshooted IT support tickets for VPNs, printers, networks, and other technical issues.
- Kept end-users and management updated on the status of support tickets.
TIER 1 HELP DESK
FEMA - ITCON Services
Fairfax
08.2022 - 11.2022
- Efficiently managed a high volume of incoming calls, ensuring prompt and courteous responses to customer inquiries using NICE and ServiceNow Ticketing System
- Accurately identified and resolved customer issues with efficiency, enhancing customer satisfaction and retention
- Delivered high-quality responses to customer inquiries and needs, ensuring clarity and precision
- Built sustainable relationships with customers through professional and effective communication
- Provided accurate, timely, and comprehensive information by utilizing appropriate methods and tools, ensuring customers are well-informed
- Responded to customer inquiries related to client services, offering suitable solutions and alternatives, and following up diligently to ensure full resolution
- Maintained detailed records of customer interactions, processed customer accounts, and managed document filing to ensure accurate record-keeping
- Adhered strictly to communication procedures, guidelines, and policies, maintaining consistency and reliability in all interactions
- Delivered basic end-user troubleshooting and desktop support, resolving technical issues efficiently
Education
BACHELOR OF SCIENCE - Information Technology
George Mason University
VA05.2024
ASSOCIATE OF APPLIED SCIENCE - INFORMATION TECHNOLOGY
Northern Virginia Community College
VA06.2020
Skills
- Password Resets
- Incident Management
- Account Management
- Troubleshooting
- Diagnostics
- Application Support
- Debugging
- ServiceNow
- Active Directory
- Remote Desktop Experience
- Technical Support
- Critical Thinking
- Problem Solver
- Multitasker
- Communication
- Team Player
- Active Listener
- Analytical
- Hardware Installation
- Remote Support
- Windows
Certification
Training for CompTIA Security
References
References available upon request
Clearance
DHS Public Trust, willing to obtain Secret
Timeline
IT TECHNICIAN
ITCON Services
12.2022 - Current
TIER 1 HELP DESK
FEMA - ITCON Services
08.2022 - 11.2022
BACHELOR OF SCIENCE - Information Technology
George Mason University
ASSOCIATE OF APPLIED SCIENCE - INFORMATION TECHNOLOGY
Northern Virginia Community College
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