Marwa Khan
Rochester
Summary
Technical Support Specialist with over 4 years of experience providing enterprise-level IT support for the State of Rhode Island, including the Department of Environmental Management and a law enforcement agency supporting over 50 users. Experienced in troubleshooting hardware, software, networking, and operating system issues, managing Active Directory, Microsoft Intune, SCCM, Microsoft 365, and endpoint security. Recognized for resolving complex technical issues, improving system reliability, and delivering excellent customer support in fast-paced environments. Currently completing a Bachelor's degree in Cybersecurity and seeking opportunities in Technical Support, Systems Support, IT Operations, or entry-level Cybersecurity where I can apply my technical expertise while continuing to grow my security skills.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Technical Support Specialist I
State Of Rhode Island
Providence, RI
07.2022 - 06.2026
- Provided Tier 1 and Tier 2 technical support for the Rhode Island Department of Environmental Management (DEM), supporting multiple departments with hardware, software, network, and operating system issues.
- Promoted to become the primary IT support specialist for a Rhode Island law enforcement agency of approximately 50 personnel, serving as the main point of contact for all technology-related support.
- Diagnosed and resolved desktop, laptop, and Windows operating system issues, including blue screen errors, software failures, hardware malfunctions, and performance problems.
- Managed user accounts in Active Directory, including password resets, account creation, account lockouts, security groups, permissions, and user onboarding/offboarding.
- Configured, deployed, encrypted, and maintained Windows laptops and desktop computers using Microsoft Endpoint Manager (Intune), Microsoft SCCM, and BitLocker encryption.
- Installed, configured, updated, and supported Microsoft 365 applications, Outlook, Teams, VPN connections, printers, scanners, and peripheral devices.
- Installed and supported specialized law enforcement software, SQL-based applications, Garmin mapping software, and other mission-critical public safety applications.
- Applied Windows updates, software patches, and endpoint security best practices to improve system performance and reduce security vulnerabilities.
- Troubleshot network connectivity issues, wireless access, VPN connections, email problems, and authentication issues to minimize user downtime.
- Coordinated with software vendors, telecommunications providers, and internal IT teams to resolve complex technical issues and ensure continuous system availability.
- Created technical documentation, troubleshooting guides, and knowledge base articles to improve support efficiency and assist end users.
- Assisted with workstation deployments, hardware replacements, software installations, equipment inventory, and technology refresh projects.
- Delivered responsive customer service while supporting government employees and law enforcement personnel in a fast-paced, security-focused environment.
- Maintained accurate documentation of support requests, resolutions, hardware inventory, and system configurations using the organization's ticketing system.
- Collaborated with cross-functional IT teams to identify recurring issues, recommend improvements, and enhance overall service delivery.
Retail Sales Cashier
JC Penny
Attleboro, MA
01.2019 - 01.2021
- Met targets consistently including promotional minimums for loyalty program and credits.
- Enhanced sales with suggestions of related products and services based on purchases and needs.
- Assisted customers with questions such as return policies and upcoming promotions.
Education
Associate of Science - Cyber Security
Community College of Rhode Island
Warwick, RI12-2023
Bachelor of Science - Cyber Security
Rhode Island College
Providence, RI07-2026
Skills
- Active Directory (AD) & Microsoft Entra ID (Azure AD)
- Microsoft Endpoint Manager (Intune) & SCCM
- Microsoft 365 Administration & Support
- Windows 10/11 & Windows Server Administration
- Technical, Desktop & Remote IT Support
- Hardware, Software & Operating System Troubleshooting
- Software Deployment, Imaging & System Configuration
- Network Troubleshooting (TCP/IP, DNS, DHCP & VPN)
- Endpoint Security, BitLocker Encryption & Vulnerability Remediation
- IT Ticketing Systems (ServiceNow) & Incident Management
- End-User Support, Customer Service & Technical Documentation
- Cybersecurity Fundamentals, Problem Solving & Cross-Functional Collaboration
Certification
- Cisco Networking Academy
- Comptia Security+ (pending)
LANGUAGES
Fluent: Urdu, Pashto, English
Timeline
Technical Support Specialist I
State Of Rhode Island
07.2022 - 06.2026
Retail Sales Cashier
JC Penny
01.2019 - 01.2021
Associate of Science - Cyber Security
Community College of Rhode Island
Bachelor of Science - Cyber Security
Rhode Island College