Kazi Anjum
Brentwood,NY
Summary
Dynamic IT professional with significant experience in support operations and team management. Skilled in analyzing ticket data and optimizing workflows, reducing incident resolution times by 20%, and enhancing user satisfaction. Committed to driving continuous improvement and operational efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Supervisor
GOHealth Urgent Care
Atlanta, Georgia
07.2024 - Current
- Led and managed combined Tier 1 and Tier 2 support team of 10 IT professionals to achieve 92%+ CSAT through structured training and performance management.
- Oversaw IT Support and Procurement operations for over 1,000 clinical and corporate users, ensuring 95%+ SLA compliance while enhancing hardware lifecycle turnaround times.
- Participated in Change Advisory Board meetings, reviewing dozens of production changes quarterly to assess risk and operational readiness.
- Acted as support leadership during major incidents, coordinating cross-functional responses and managing escalations to reduce mean time to resolution by approximately 20%.
- Analyzed 3,000 to 5,000 tickets monthly using dashboards and KPIs to optimize staffing and improve queue health.
- Authored and maintained Standard Operating Procedures for ticket handling, escalation paths, procurement workflows, and after-hours support.
IT Support Specialist
North Shore Animal Leauge
New York, New York
03.2023 - 06.2024
- Administered Active Directory and Microsoft 365 environments for over 500 users, managing onboarding and offboarding processes.
- Supported infrastructure operations including server migrations and network maintenance, achieving near-zero downtime during changes.
- Provided 24/7 on-call IT support to more than 500 end users, resolving high-priority hardware and software incidents.
- Reduced overall ticket volume by 15% through improved documentation and standardized workflows.
Customer Service Representative
Best Buy
Valley Stream, New York
06.2021 - 05.2023
- Delivered technical support for printers, scanners, and end-user devices in retail and office settings.
- Communicated technical issues and resolutions clearly to customers.
- Executed on-site troubleshooting across multiple locations to resolve hardware and software issues efficiently.
Education
Bachelor of Science - Information Technology
CUNY School Of Proffesional Studies
New York06-2025
Skills
- IT support operations
- Service desk leadership
- Incident, problem and change management
- Change advisory board participation
- Major incident and outage management
- Microsoft 365 administration
- Active directory and identity access management
- Clinical application support
- IT procurement and asset management
- SOP development and process improvement
- KPI, SLA and ticket analytics
- Service desk and ticketing systems
- Automation and scripting
- Web technologies
- Programming fundamentals
Certification
Google IT Automation with Python
Timeline
IT Support Supervisor
GOHealth Urgent Care
07.2024 - Current
IT Support Specialist
North Shore Animal Leauge
03.2023 - 06.2024
Customer Service Representative
Best Buy
06.2021 - 05.2023
Bachelor of Science - Information Technology
CUNY School Of Proffesional Studies