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.
Overview
5
5
years of professional experience
Work History
MSP Information Systems
Stanley Black and Decker
11.2023 - Current
- Provide first/second level contact and problem resolution for customer issues.
- 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.
IT Customer Support Analyst
Bic
05.2023 - 08.2023
- 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 Service Specialist
Ergonomic Group
07.2022 - 05.2023
- 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.
Desktop Support Specialist
Yale University
05.2022 - 07.2022
- Desktop Support Specialist, Worked as a covid site tech
- Took care of all of the Covid-19 Sites located in new haven
- Taking care of Covid-19 working sites
- Troubleshooting basic windows issues such as network, windows etc
- Reimaging PC and MacBooks
- Doing a full desktop setup
- Working with clients on appointment bases
- Using service now to create tickets
- Data transfer from computer to computer
- Data recovery
- Worked with HP, Lenovo, and Dell vendors.
Technology Analyst
Subway Franchise World Headquarters
09.2021 - 05.2022
- 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
Business Information Systems
Southern Connecticut State University
New Haven, CTSkills
- IT support
- Remote Access
- Software
- ServiceNow
- TCP/IP
- Troubleshooting
- Team management
- DNS
- Microsoft
- Windows Server
- Customer support
- Network Support
- Technical Support
- Microsoft Windows
- Operating Systems
- Help Desk
- Desktop Support
- Microsoft Access
- 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
- Friendly, positive attitude
- Teamwork and collaboration
Timeline
MSP Information Systems
Stanley Black and Decker
11.2023 - Current
IT Customer Support Analyst
Bic
05.2023 - 08.2023
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
Business Information Systems
Southern Connecticut State University