Maisum Shami
Cicero,IL
Summary
Service Desk Agent with years of experience analyzing and solving challenging IT issues while providing compassionate service by using empathy as a tool for education.
When enforcing protocols like MFA or access restrictions, I explain the 'why'—protecting the user's and the company's data while building trust.
At CHOP, I maintained a top 10 First Call Resolution rank by being a patient and client advocate while strictly adhering to HIPAA and IS security standards, ensuring that security never felt like a hurdle, but rather a standard part of a high-quality service experience.
Overview
9
9
years of professional experience
Work History
Service Desk Analyst
Children's Hospital of Philadelphia
Philadelphia, Pennsylvania
08.2019 - Current
- Handle incoming queries from employees, clinical staff, patients and families which is usually 20-40+ calls daily by taking detailed notes of the problem the user is experiencing, determining and communicating steps they can take to resolve the issue, and managing the flow of incoming support requests
- Collaborated with 30+ Service Desk Analysts and IT personnel to resolve end user issues, ranking among top 10 analysts for First Call Resolution and enhancing customer satisfaction
- Knowledgeable of CHOP IS applications (such as Epic, Office O365, ServiceNow, Citrix, VPN etc.) hardware, mobile devices and multiple operating system platforms to accurately diagnose and problem-solve system, hardware, and software issues
- Worked as a trainer for new employees to improve trainees’ skills in troubleshooting technical issues, utilizing resources and applications, and improving customer service
Multichannel Transmission Systems Operator-Maintainer
Army National Guard
07.2017 - 04.2025
- Installed, operated, and maintained communication security devices, vehicles, and generators, ensuring readiness for field duty
- Establish multichannel line-of-sight and tropospheric scatter communications systems, antennas, and associated equipment that provide communications for soldiers increasing the success of operations in the field
Help Desk Analyst (Contractor)
Connection
Schaumburg, IL
09.2020 - 12.2020
- Provided troubleshooting support via phone for Active Directory, printer, Wi-Fi, hardware, software, and Office 365 issues, escalating unresolved issues to tier 2 and 3 teams
- Utilized knowledge of Windows 7/10 and Dell systems to guide end users through migration steps for successful setup of new devices and software
- Created knowledge articles and escalation templates to enhance support and training for team members
Education
Certification - MyChart, Welcome, Hello World
Epic
10.2026 - 11.2026
Information Technology Track
Eastern Gateway Community College (EGCC)
Year Up - Information Technology Training
Peirce College
Basic Training/ Army AIT - 25 Q: Multi-Channel Transmission System Operator and Maintainer
Coursework in Fine Arts
Moore College of Art and Design
Skills
- Software: Microsoft software, Windows 7, 10, and 11, MacOS, ServiceNow, Active Directory, Access management, Intune, Epic, Citrix Workspace, Beyond Trust
- Technical support
- Network support
- ServiceNow ticketing
- System configuration
- Customer service
- Incident management
- End user training
- Knowledge base writing
- Client relations
- Remote support
- Remote technical support
- Hardware support
- Hardware support
- Escalation management
- Certification(s): Google IT Cert
Timeline
Certification - MyChart, Welcome, Hello World
Epic
10.2026 - 11.2026
Help Desk Analyst (Contractor)
Connection
09.2020 - 12.2020
Service Desk Analyst
Children's Hospital of Philadelphia
08.2019 - Current
Multichannel Transmission Systems Operator-Maintainer
Army National Guard
07.2017 - 04.2025
Information Technology Track
Eastern Gateway Community College (EGCC)
Year Up - Information Technology Training
Peirce College
Basic Training/ Army AIT - 25 Q: Multi-Channel Transmission System Operator and Maintainer
Coursework in Fine Arts
Moore College of Art and Design