Mizanur Munna
Bronx
Summary
Dynamic IT Support Technician with a proven track record at Kyndryl and WPP Stamford office. Expertise in ServiceNow ticketing and exceptional customer service skills. Excels in swiftly diagnosing and resolving complex technical issues, enhancing user satisfaction and efficiency. Demonstrates strong teamwork and communication abilities, ensuring seamless IT operations.
Overview
4
4
years of professional experience
Work History
Deskside Support Technician
Kyndryl,WPP-Stamford Office(IMSCI),New York and CT
12.2022 - 01.2025
- Conducted basic troubleshooting to fix desktop and laptop issues .
- Diagnosed and resolved technical hardware and software issues in person or remotely.
- Assisted customers/users with hardware and software installations ,troubleshooting ,maintenance and upgrades .
- Troubleshoot issues on devices specific problems ,network performance,internet connectivity and Xerox Printer troubleshooting .
- Re-imaging,configurations,set up laptop for new hires and manage inventory .
- Proficiency in ServiceNow ticketing system .
- Helped users office 365 related issues .
- Maintained positive customers relations by responding promptly to inquiries and requests.
- Created,assigned,updated and closed tickets,performed other duties as assigned .
- Collaborated with other team members to resolved complex technical issues quickly and efficiently .
- Provided quick reaction like help desk support to customers via phone,chat,email and in-person.
- Experience with both PC and Mac device .
- Experience with Okta,Microsoft Authenticator,Microsoft Intune/Azure, Kandji.
- Manage active directory (Reset/change password ,unlock account etc).
Helpdesk Technician
Cincom Systems, Inc
04.2021 - 08.2022
- Provided remote and on-site front-line PC support to employees worldwide
- Troubleshooting, configuring of desktop components, and assisting with physical installations of Desktops, Laptops
- Created, assigned, updated, and closed tickets, performed other duties as assigned
- Troubleshoot issues via VNC, Team-Viewer and Windows Remote Assistance
- Performed preventive maintenance and repairs
- Provide support for LAN, remote access, and resolve basic Email Server connectivity issues
- Install and configure Dial-up and VPN connection software for institutional laptops
Education
Associate -
Bronx Community College
Bronx, New York06.2022
High School Diploma -
Bronx Regional High School
Bronx, New York01.2019
Skills
- Ticketing system proficiency
- Microsoft Windows and office
- Mac OS operating system
- Remote Technical and desktop Support
- Computer Hardware Knowledge,Xerox printer and basic network
- Software installations/Upgrades
- End user support
- Incident Management
- Organization skills
- Ability to type 40wpm
- Strong written and verbal communication skills
- Excellent communication
- Teamwork
- Attention to detail
- Multitasking Abilities
- Time management
- Friendly and Patient
- Knowledge with ServiceNow ticketing system
Personal Information
Driving License: Valid driving license (Able to commute anywhere in New York city,Upstate,Connecticut and New Jersey)
Citizenship
U.S citizen / legally authorized to work
Timeline
Deskside Support Technician
Kyndryl,WPP-Stamford Office(IMSCI),New York and CT
12.2022 - 01.2025
Helpdesk Technician
Cincom Systems, Inc
04.2021 - 08.2022
High School Diploma -
Bronx Regional High School
Associate -
Bronx Community College
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