Kashaun Iqbal
Queens Village,USA
Summary
Executive Desktop Support Engineer/Helpdesk Analysis with over Ten years of experience administering technical support via remote tools, phone, email, and in person. Self-motivator skilled in managing daily support activities, performing configurations, deployments, troubleshooting, and monitoring, and assisting in developing new software/upgrade installations. Serve as single point-of-contact, analyze, diagnose, resolve issues, and prevent system down time. Practiced in installing and maintaining hardware/software and maintaining network servers.
Overview
17
17
years of professional experience
Work History
IT&S Technician, Infrastructure Service and Management
Northwell
01.2019 - Current
- Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
- Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users
- Supervise complaint-ticketing system and follow timely resolution of all work orders
- Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software
- Recommend and apply solutions, including on-site repair for remote users
- Stay current with system information, changes, and updates
- Mastery of MS Active Directory
- Experienced in Hospital and Corporate/Executive environments.
- Experienced/Knowledge in both Ios and Android Mobile devices.
Help Desk Analyst
Allscripts
01.2015 - 01.2019
- Provide 6K+ Mac and PC users with technical support by identifying, analyzing, and resolving issues.
- Track user account creation, changes, and deletions and maintain rights, permissions, and systems groups.
- Receive, track, and close requests via incident management system and determine incident scope and impact.
- Prevent warranty voids by confirming warranty validity during Assist repairs and development of technology knowledgebase.
- Enable users to utilize future IT devices and applications per training.
- Key Accomplishments:
- Provision Network/email/software access.
- Knowledge of MS Active Directory
- Respond to requests for technical assistance in person, via phone, electronically
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources
- Advise user on appropriate action
- Follow standard help desk procedures
- Log all help desk interactions
- Administer help desk software
- Redirect problems to appropriate resource
- Identify and escalate situations requiring urgent attention
Technical Sales Representative
Mirco Center
01.2013 - 01.2015
- Improved usability of packaged applications by working with end-users to troubleshoot issues.
- Permitted seamless transition of Windows XP to Windows 7 for 6K+ workstations.
- Resolved Microsoft Office Communicator issues, migrated SAP 7.2 to SAP 8.6, and mapped Drive enabling installation of new Microsoft software on user laptops.
- Provided user support and training VPN remote access.
- Imaged new PC, laptops, and re-imaged and backed up data on Dell PCs and laptops using USMT Data Tool.
- Key Accomplishments:
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Help Desk /Sales Representative
Time Warner Cable
01.2012 - 01.2013
- Managed and maintained desktop and laptop workstations via configurations, support, and deployment.
- Supported journal and knowledge devices on Blackberry Enterprise, ActiveSync, and Good Messaging servers.
- Maintained journal notes for daily un-resolved tickets via Front Range ITSM 6.2.
- Distributed new user accounts to sponsored individuals and updated information via PIMS.
- Mapped network/server printers to end-user computers and setup, deployed, and maintained machines.
- Provided technological support for computer/LAN related issues and Blackberry, iPhone, and Android devices via email, phone, and remote access.
- Key Accomplishments:
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Monitor Service Desk for tickets assigned to the queue and process first in first out based on priority
- Modify configurations, utilities, software default settings, etc. for the local workstation
- Utilize and maintain the helpdesk tracking software
- Document internal procedures
- Provided expert guidance/advice and act as a mentor to less experienced colleagues
- Monitors the progress of requests for support and ensures that users and other interested parties are kept informed receives requests for support or advice from users and other staff members, takes ownership of and responsibility for the requests and prioritizes them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation
Desktop Support Specialist
St. Albans Medical PC, Medical Entity
01.2009 - 01.2012
- Aided in installing and updating software and setting up/troubleshooting equipment.
- Installed, configured, monitored, and troubleshot PCs and related hardware on OS platforms.
- Improved performance via diagnostic testing, ensuring printer usability, identifying/removing computer viruses, and performing major repairs.
- Conducted inventory control for all computer equipment and software licenses.
- Monitored and troubleshot LAN, installed and configured routers and switches, and generated weekly reports.
- Key Accomplishments:
- Led and managed team of 13 PC technicians and in-house/remote contractors and facilitated onsite consulting training for technicians
- Assisted Technical Support Center by providing second level support and producing backup software for distribution and maintenance of all computers and peripherals
- Collaborated with telecommunication team to troubleshoot T1 lines and company-wide phone problems.
- Procured, received, documented and tracked inventory of all computer equipment and software licenses.
- Performed diagnostic testing on PC equipment and ensured printers were up and running at all times.
- Resolved Windows and Internet Explorer issues on desktop and laptop.
- Identified and removed computer viruses and provided major repairs in accordance with outside vendors.
- Resolved Windows related issues, Internet Explorer issues and other PC software related issues.
- Monitored and troubleshot LAN, installed and configured routers and switches, and generated weekly reports
Education
Coursework - IT Network Administration
Micro Power Institute
Mineola, NY01-2016
Skills
- Proficient in ServiceNow and Citrix solutions
- Multitasking and organization
- Works Well Under Pressure
- Customer service
- Attention to detail
- Troubleshooting
- Installation and repair
- Documentation and reporting
- Customer interaction
- Repair services
- Software configuration
- User training
AREAS OF STRENGTH AND EXPERTISE
- Team/End-User Training
- Service Requests
- Software Deployment
- Virus Protection/Security
- Equipment Maintenance
- Reports/Documentation
- System Maintenance
- Inventory Control
- Research/Testing
Timeline
IT&S Technician, Infrastructure Service and Management
Northwell
01.2019 - Current
Help Desk Analyst
Allscripts
01.2015 - 01.2019
Technical Sales Representative
Mirco Center
01.2013 - 01.2015
Help Desk /Sales Representative
Time Warner Cable
01.2012 - 01.2013
Desktop Support Specialist
St. Albans Medical PC, Medical Entity
01.2009 - 01.2012
Coursework - IT Network Administration
Micro Power Institute