Mohammad Usman
Plainfield,IL
Summary
Experienced IT Helpdesk Specialist with a proven track record of providing efficient technical support in a high-volume user environment. Adept at troubleshooting a wide range of software and hardware issues, as well as performing various IT-related tasks such as user account management, email administration, and remote support. Committed to delivering exceptional customer service and resolving problems in a timely and effective manner.
Overview
3
3
years of professional experience
Work History
Computer Helpdesk Technician
Press Ganey
South Bend, Indiana
07.2022 - 08.2024
- Provide direct support for Windows and macOS computers, ensuring user access to network resources and applications both locally and remotely
- Troubleshoot and resolve issues with client software applications, including Citrix Workspace and VMware Horizon
- Offer basic end-user desktop Cisco VPN support
- Efficiently handle and resolve 50+ support tickets per day
- Provided technical support services to customers via phone or email communication
- Assist users with email/Outlook problems through remote and in-person support
- Troubleshoot user accounts in the Microsoft 365 Admin Center
- Manage the Mimecast administration center to release useful emails and block malware
- Perform Active Directory services such as creating new users, maintaining groups, and disabling/terminating users
- Communicate with users to gather information and resolve Microsoft related issues, including Outlook, MS Teams, and Excel
- Assist with creating shared mailboxes and distribution groups through the Exchange Admin Center
- Help users create and manage their Microsoft Azure cloud accounts
- Provide support for Azure-based applications and services
- Assist users with Microsoft Intune device management and troubleshooting
Helpdesk Technician
Seko Logistics
Arlington Heights, Illinois
12.2021 - 06.2022
- Resolved client inquiries in person, via email, and over the phone regarding systems and network operations
- Identified problems, diagnosed causes, and determined corrective actions for mobile devices
- Provided direct support for computer software installations and upgrades
- Created and detailed trouble tickets, ensuring they were referred to the appropriate team members
- Offered basic end-user desktop, LAN, and VPN support
- Provided direct technical support for office telephones, printers, and videoconferencing equipment
- Made outbound service calls to resolve customer problems and inquiries, including tech support and account information
- Documented all relevant information in customer accounts for future reference
- Performed repairs, upgrades, and configuration of PCs and related peripherals
- Staffing Agency: Infinity Con
- Solutions
Education
High School Diploma -
College of DuPage
Glen Ellyn, ILSkills
- Windows Operating Systems
- Skilled in Utilizing Microsoft Office 365 Tools
- VMware Horizon Configuration
- Microsoft Azure Administration
- Device Management with Intune
- Remote Desktop Management
- Quick Assist
- Experience with Splashtop SOS
- VMware vSphere Management
- Experience with IT Service Management Tools
- Jira
- ServiceNow
- Active Directory
- ADmanager Plus
Timeline
Computer Helpdesk Technician
Press Ganey
07.2022 - 08.2024
Helpdesk Technician
Seko Logistics
12.2021 - 06.2022
High School Diploma -
College of DuPage