Malick Khan
Grove City,OH
Summary
Customer-oriented IT professional with expertise in system administration, desktop support, and helpdesk roles. Skilled in troubleshooting, network administration, and cybersecurity. Proven ability to drive operational efficiency and lead IT projects. Seeking a dynamic role to apply my skills and continue growing in a fast-paced IT environment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Asst Bank Officer & Junior Systems Admin
Maspeth Federal Savings Bank
Maspeth, New York
08.2023 - Current
- Lead and mentor the helpdesk team, elevating operational efficiency and user support. Boosted first-call resolution by 33%.
- Provide comprehensive technical support to in-person and remote users across multiple branches, ensuring timely resolution of help desk tickets.
- Administer Okta IAM and Active Directory for user provisioning, SSO, application access, security groups, and shared resources.
- Administer and manage the VOIP system, including user provisioning, and hunt groups.
- Support desktops, thin clients, and VMware Horizon VDI, including user migrations.
- Facilitate tabletop Incident Response (IR) exercises, ensuring preparedness for security incidents.
- Perform weekly maintenance checks on AV equipment to ensure optimal performance.
- Execute IT projects end-to-end, and represent the team at conferences and networking events.
Senior Desktop Support Technician
Hamaya Group LLC (Contractor for BNP Paribas)
New York City, NY
10.2022 - 03.2023
- Delivered on-site and remote IT support for hardware, software, and mobile devices.
- Installed, configured, tested, and troubleshooted user workstations and applications.
- Diagnosed and resolved network connectivity issues, including Cisco IP phone support.
- Ensured user compliance by syncing laptops and generating reports.
- Assisted with user onboarding, offboarding, and smart card certificate renewals and replacements.
- Managed and tracked service requests through ticketing systems (ServiceNow, Jira), ensuring timely issue resolution.
Help Desk Support Analyst
ATOS (Contractor for Morgan Stanley)
Mason, Ohio
09.2020 - 06.2021
- Provided remote technical support for a large user base across business and financial applications, including Office 365 apps, email, and communication tools.
- Managed ticketing system ServiceNow to track and resolve support requests efficiently.
- Supported financial trading platforms such as Symphony and Bloomberg Terminal.
- Handled user account tasks in Active Directory, including password resets and access management.
- Delivered troubleshooting for mobile devices via MobileIron, and addressed network and VPN connectivity issues.
- Created user-friendly documentation and guided non-technical users through common IT issues.
- Maintained detailed records of support tickets and user interactions per internal procedures.
Education
Certificate Of Completion - Cybersecurity Bootcamp
Per Scholas
Queens, NY08.2023
Certificate of Completion - LAN & WAN Administration
Ace Institute of Technology
Elmhurst, NY11.2020
Some College (No Degree) -
Cuny Laguardia Community College
LIC, NY03-2019
Skills
- Okta and Active Directory
- VMware and vSphere
- Windows operating system
- Mobile device management
- VOIP administration
- Cisco networking devices
- Network fundamentals and subnetting
- LAN and WAN technologies
- DNS and DHCP configuration
- TCP/IP protocols
- Endpoint security solutions
- IT project management
- Training and documentation strategies
Certification
- CompTIA Server+
- CompTIA CySA+
- ISC2 CC
- Infosec Cybersecurity Foundations
- Cisco Certifications: Network Essentials
- Cybersecurity Essentials
- NDG Linux Essentials
Timeline
Asst Bank Officer & Junior Systems Admin
Maspeth Federal Savings Bank
08.2023 - Current
Senior Desktop Support Technician
Hamaya Group LLC (Contractor for BNP Paribas)
10.2022 - 03.2023
Help Desk Support Analyst
ATOS (Contractor for Morgan Stanley)
09.2020 - 06.2021
Certificate Of Completion - Cybersecurity Bootcamp
Per Scholas
Certificate of Completion - LAN & WAN Administration
Ace Institute of Technology
Some College (No Degree) -
Cuny Laguardia Community College
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