MOIZ KHAN
Euless,Tx
Summary
Dynamic Customer Success Engineer at General Atomics with a proven track record in resolving complex technical issues and enhancing customer satisfaction. Skilled in troubleshooting and data visualization, I effectively manage incidents and utilize ServiceNow to streamline operations. Committed to delivering exceptional IT support while fostering strong communication with clients.
Overview
8
8
years of professional experience
Work History
Customer Success Engineer
General Atomics
Plano, TX
05.2023 - Current
- Provide technical support to customers through various channels.
- Resolves incidents from employees regarding issues with their work computers or peripheral hardware, including their operating systems and office programs, using the ServiceNow ticketing tool.
- Clearly and concisely documenting all customer interactions and all steps taken to resolve incidents.
- Taking ownership of weekly goals, projects, and tasks, and managing/coordinating internal resources in pursuit of their completion.
- Taking ownership of, and following through with, all priority customer incidents.
- Troubleshoot Outlook, add a shared mailbox, set up delegations, and encrypt emails.
- Release quarantine emails using admin rights.
- Ensured compliance with relevant regulations when dealing with sensitive customer data.
- Setting up Windchill libraries access, AMPS.
- Troubleshoot SAP, CATS login issues, and auto time for external users.
- Set up SAP delegations under ITS maintenance.
- Troubleshoot SAP different group servers, like PRD, BWP, SNP, and FPI.
- Configure the employee’s new virtual smart cards using AXIAD Cloud.
- Configure the YubiKey for a user who has multiple machines and logs into multiple servers using the AXIAD portal.
- Migrate the user's work cell phone from MobileIron to Intune, and make sure the device is under compliance and enrolled in VPN management groups.
- Troubleshooting OneDrive issues.
- Set up OKTA, PSA enrollment, and multi-factor authentication.
- Troubleshooting the Software Center, clearing cache and cookies, pushing Windows updates, and helping with the installation and uninstallation of requested applications.
- Renew the Adobe license, and troubleshoot Creative Cloud, Reader, and Acrobat Pro.
- Retrieve the user’s information using Active Directory, reset the password, and enable accounts, add or remove waivers.
- Provide remote sessions through Bomgar, resolving various software issues.
- Configure VPN access for end users, and help submit VPN access requests from the self-service portal.
- Set up the VPN soft token and hard token.
- Resolve issues related to the Apricorn hard drive, such as resetting the admin pin.
- Handling local and network printer issues, driver installation for Xerox, Canon, Zebra, Dyno, HP, LaserJet, etc.
- Nexthink is using an automation tool to push actions like clearing the DSN cache, updating BIOS information, configuring the network, assigning group policies, and pushing Windows updates.
Data Analyst (internship)
J.P Morgan
Plano, TX
08.2021 - 12.2021
- Worked on fast-paced Agile development, quickly analyzing, developing, and testing potential use cases.
- Worked closely with management to prioritize business and information needs.
- Analyzed large datasets to identify trends, patterns and correlations for business insights.
- Hands-on experience builds performance in applications.
- Using Python and SQL Workbench for data frames.
- Data vitalization using Grafana.
- Prepare the data model according to business requirements.
- Work on SQL queries and scripts to create a standard HOC report for senior management.
- Developed and maintained databases, data systems, reorganizing data in a readable format.
IT Technical Support Specialist
University of the Incarnate Word
San Antonio, TX
04.2017 - 01.2019
- Handle Tier 1 phone, chat, and email support.
- Handle remote secession.
- Train customers on how to use the product or service.
- Close assigned tickets before the deadline.
- Password reset, network issues, DNS, etc.
- Tools, ServiceNow, Bomgar, and Banner web.
- Proactively reach out to customers to ensure their satisfaction.
- Maintain a first-class level of customer service, ensuring that all customers are treated efficiently, and in an appropriate manner.
- Provide on-call support for critical to generic issues.
Education
Master of science - Information Technology
University of The Cumberland
Williamsburg, Kentucky04-2022
Master of business administration -
University of The Incarnate Word
San Antonio, Texas05-2019
Skills
- Responding to queries
- Troubleshoot
- Diagnose
- Resolve technical hardware issues
- Resolve technical software issues
- Data visualization
- Data extraction
- Data mining
- R Studio
- R language
- SQL
- Python
- MS Office
- XML
- VB Studio
- Visual design
- BI
- IT support
- Data archive
- Problem solving
- Effective communication
- ServiceNow expertise
- Incident management
Timeline
Customer Success Engineer
General Atomics
05.2023 - Current
Data Analyst (internship)
J.P Morgan
08.2021 - 12.2021
IT Technical Support Specialist
University of the Incarnate Word
04.2017 - 01.2019
Master of science - Information Technology
University of The Cumberland
Master of business administration -
University of The Incarnate Word
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