Mohammad Ashraf
New York,NY
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
7
7
years of professional experience
Work History
Patient Care Technician
Effective home care
Brooklyn, New York
02.2017 - Current
- Conducted safety rounds regularly to ensure safe environment for patients
- Managed multiple tasks simultaneously while maintaining attention to detail.
- Assisted with patient transfers from bed to wheelchair or stretcher as needed.
- Provided direct patient care and assistance to healthcare team members.
- Administered prescribed medications under the supervision of a Registered Nurse.
Help Desk Support Specialist
NYU Bobst Library IT client services
New York, NY
06.2020 - 10.2023
- Maintained records of daily data communication transactions, problems, and remedial actions taken or installation activities.
- Ensured compliance with company standards regarding computer usage and security policies.
- Responded to customer inquiries via phone, email, or chat support.
- Provided guidance on best practices when dealing with IT related incidents.
- Diagnosed system errors using event viewer logs and other diagnostic tools.
- Implemented security measures such as password protection policies for users.
- Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
- Identified potential areas of improvement in existing processes related to help desk operations.
- Tested computer equipment to ensure proper functioning according to specifications.
- Installed anti-virus programs on users' computers and configured them accordingly.
- Performed daily system monitoring to verify the integrity and availability of all hardware resources.
- Assisted in the installation of new hardware, software, and operating systems.
- Created user accounts on multiple platforms such as Windows Server 2008, 2012, 2016 Active Directory.
- Developed procedures for regular maintenance of computer systems.
- Configured network settings including IP addresses and DNS servers on a variety of devices such as routers, switches, firewalls.
- Created detailed reports describing help desk activities.
- Fielded help desk customer questions and fulfilled requests.
- Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
- Documented issues in bug tracking system for reporting.
- Resolved Level 1 technical issues with software, hardware and peripherals.
- Assisted customers with instructional support and product troubleshooting.
- Opened service tickets for clients, documenting user information and description of problem.
- Supported customers with password resets and account customization.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained positive working relationship with fellow staff and management.
- Oversaw daily performance of computer systems.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Evaluated software or hardware to recommend improvements or upgrades.
- Collected, analyzed and reported on data for use in operational planning.
- Supervised and directed workers engaged in installation of data communication equipment and software.
Education
Bachelor of Science - Management Information Systems
New York University
New York, NY01-2023
Associate of Science - Computer Science
Borough of Manhattan Community College of The City University of New York
New York, NY07-2020
Skills
- Basic nursing care
- Sterilization techniques
- Patient Observation
- Vital signs monitoring
- Information Protection
- Restocking supplies
- Emergency Response
- Hardware diagnostics
- Security Protocols
- Operating systems
- Incident Management
- Help Desk Software
- Remote Support
- Software Installation
- Application support
- System Administration
- Training abilities
- ITIL Knowledge
- Network Connectivity
- Report Generation
- CRM Software
- Technical Support
- Customer Education
- Report creation
- Service ticket tracking
- Deficiency documentation
- Call Management
- System Maintenance
- Technical Documentation
- Hardware Configuration
- Data Recovery
- Supply Management
- Project Coordination
Timeline
Help Desk Support Specialist
NYU Bobst Library IT client services
06.2020 - 10.2023
Patient Care Technician
Effective home care
02.2017 - Current
Bachelor of Science - Management Information Systems
New York University
Associate of Science - Computer Science
Borough of Manhattan Community College of The City University of New York
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