Hasnain Haseeb
Shelton,CT
Summary
Seasoned IT specialist with a track record of resolving complex technical issues, evidenced by bravo award and successful domain migration projects at Ergonomic Group. Skilled in Active Directory, IT Service Management, and fostering teamwork, I excel in enhancing customer and user support experiences. Dependable IT Analyst with 6 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
3
3
years of professional experience
Work History
IT Customer Support Analyst
MSP Information Systems
New Britain, CT
11.2023 - Current
- Provide first/second level contact and problem resolution for customer issues
- Providing Support on the Executive Floor.
- Working with Lenovo computers and Lenovo vendors to get hardware replaced/fixed.
- Using Active Directory Everyday either to add users to the groups, reset passwords, change domains, enable/disable systems, Unlock accounts
- Work with Third Party Vendors to remediate complex AV issues as needed
- Provide timely communication on issue status and resolution
- Maintain ticket updates for all reported incidents
- Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, another authorized desktop application
- Supporting Mac operating system
- Installing, upgrades, support and troubleshoot for printers, computer hardware
- Perform general preventative maintenance tasks on computers, laptops, printers
- Perform remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment
- Using diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
- Provided technical assistance to end users in resolving computer and network related issues
- Installed, configured, and maintained hardware such as workstations, laptops, and printers.
Desktop Service Specialist
Ergonomic Group
Danbury
07.2022 - 05.2023
- Worked in a very fast paced work environment.
- Supported Operation Theaters.
- Supported Executives with different IT related issues.
- Utilized knowledge base systems to provide accurate answers to customer questions
- Provided customer support for a variety of software applications, troubleshooting technical issues and responding to customer inquiry
- Collaborated with other departments including engineering, marketing, sales and operations teams to ensure successful resolution of customer issues
- Troubleshooting Desktops, PC, MacBook
- Answer inbound calls, chats and emails to facilitate customer service
- Set up and activated customer accounts
- Responded promptly to customers' concerns and coordinated swift resolutions to handle service issues
- Triaging service now tickets
- Helping user thru their phone support Troubleshooting/ helping using live chat support
- Doing complete system build
- Troubleshooting docking stations
- Troubleshooting video conference equipment
- Setting up conference rooms
- Troubleshooting different applications
- Imaging laptops
- Doing deployments for user who need new machines.
Desktop Support Specialist
Yale University
New Haven
05.2022 - 07.2022
- Worked as a Desktop specialist
- Dealt with end-user support on day-day basis
- Working as a senior resource for a domain migration project
- Completed 2400 computer migrations in 4 months with only one resource available for the project
- Got awarded 2 bravo awards in last 4 months
- Proposed management with an idea of migrating devices overnight.
Technology Analyst
Subway Franchise World Headquarters
Milford
09.2021 - 05.2022
- Data transfer from computer to computer
- Data recovery
- Worked with HP, Lenovo, and Dell vendors
- Responsible for the day-to-day activities of the Service Desk tech, performance indicators, goals, and quality of service is met and exceeded
- Worked as a Technology analyst
- Desktop support experience, Dealing with POS system located at Subway restaurants around the globe
- Troubleshooting POS related issues using different software programs
- Installation of application programs on users POS system
- Worked with Service now
- Experience with working with Excel
- Assisted IT and information system planning, execution and management to improve operational effectiveness
- Conducted data backups and disaster recovery operations.
Education
Buisness Information Systems
Southern Connecticut State University
New Haven, CTSkills
- IT support
- Remote Access
- Software
- ServiceNow
- LAN
- TCP/IP
- Mac OS
- Troubleshooting
- Google Docs
- Team management
- IOS
- DNS
- Microsoft
- Windows Server
- Customer support
- Customer service
- Network Support
- Technical Support
- Microsoft Windows
- Operating Systems
- Help Desk
- Desktop Support
- Microsoft Access
- Assistant Manager
- Experience
- Online Chat Support
- Teamwork and Collaboration
- User Support
- Microsoft Windows and Office
- Help Desk Support
- Service Desk Support
- Data Backup and Recovery
- Operating System Administration
- Software Installation and Configuration
- System Troubleshooting
- IT Service Management
- IT Asset Management
- IT Project Management
- Software troubleshooting
- Order Fulfillment
- Account Management
- Customer Service
Accomplishments
- Promoted to Technical Lead on a migration project with in 2 months of joining and was given a Bravo Award.
Timeline
IT Customer Support Analyst
MSP Information Systems
11.2023 - Current
Desktop Service Specialist
Ergonomic Group
07.2022 - 05.2023
Desktop Support Specialist
Yale University
05.2022 - 07.2022
Technology Analyst
Subway Franchise World Headquarters
09.2021 - 05.2022
Buisness Information Systems
Southern Connecticut State University
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