NAWAZ MUHAMMAD KHAN
SILVER SPRING,Maryland
Summary
Highly skilled and result driven Desktop Support Technician with experience in providing technical support to users throughout the different stages and performing complex security analysis of applications and systems. Expert in all Mac OS and iOS and Windows support. Excellent coordination and communication skills to collaborate effectively with project managers, SMEs, and stakeholders. Committed to staying up to date with relevant technologies and maintaining the highest standards of system security.
Managed Intune iPhone device provisioning and issuance for end users. Performed VDI troubleshooting to resolve user access and performance issues. Created and maintained Dev virtual machines (VMs) in Azure. Supported and administered Azure Virtual Desktop (AVD) environments Professional with strong background in technical support and customer service. Skilled in troubleshooting, network management, and software installation, ensuring efficient resolution of issues. Collaborative team player focused on achieving results and adapting to changing needs. Reliable and resourceful, consistently delivering high-quality support.
Overview
7
7
years of professional experience
1
1
Certification
Work History
SENIOR HELP DESK SPECIALIST Tier 2, Tier 3 / System Administrator
LCG INC.
11.2023 - 12.2024
- White Gloves Customer service
- Uses ticketing application to log all service and update requests accurately and detailed. Mac/PC’s
- I can handle multiple tasks at once.
- Motivate and encourage team members.
- Provided support and troubleshooting for all Apple devices, including Macs, iPhones, and iPads
- Troubleshoots simple to complex issues and assists customers with various systems issues including Microsoft, PC/Laptop/desk & mobile phones, printer, software, peripherals, and network connectivity issues with general direction.
- Resolves or escalates service requests when necessary. Performs technical downloads and PC configurations with general guidance.
- Perform install and configure workstations, printers, cables, network routers, switches, and servers.
- Experience with ServiceNow, Active Directory, Office 365, and Webex teams, Microsoft Exchange, and Virtual Machine
- Lead team projects and manage inventory to support high level tasks.
- Conduct remote desktop troubleshooting to end-users along with documentation ticket maintenance using ServiceNow.
- Develop proof-of-concept projects to propose innovative solutions and conduct deep dive sessions workshops.
- Maintain the highest level of user support through proactive communication and collaboration.
- Identify and quantify issues and provide risk-based recommendations to implement and enhance internal controls.
- Experience with Windows Operating Systems and Mac OS
- Validated system security requirements analyzed system security designs and partnered with various teams to recommend solutions to meet security compliance requirements.
- Collaborated with team members to complete various types of tickets and provide Tiers 2 and 3 support to users.
- I have 2 years of experience working with scientific machines and applications with NIH.
- NIH (NIAMS)
SENIOR HELP DESK SPECIALIST Tier 2, Tier 3 / System Administrator
Octo Consulting
06.2023 - 11.2023
- White Gloves Customer service
- Uses ticketing application to log all service and update requests accurately and detailed.
- Deployments Mac/PC’s
- Troubleshoots simple to complex issues and assists customers with various systems issues including Microsoft, PC/Laptop/desk & mobile phones, printer, software, peripherals, and network connectivity issues with general direction.
- Perform install and configure workstations, printers, cables, network routers, switches, and servers.
- Experience with ServiceNow, Active Directory, Office 365, and Webex teams, Microsoft Exchange, and Virtual Machine
- Lead team projects and manage inventory to support high level tasks.
- Conduct remote desktop troubleshooting to end-users along with documentation ticket maintenance using ServiceNow.
- Develop proof-of-concept projects to propose innovative solutions and conduct deep dive sessions workshops.
- Provided support and troubleshooting for all Apple devices, including Macs, iPhones, and iPads
- Maintain the highest level of user support through proactive communication and collaboration.
- Identify and quantify issues and provide risk-based recommendations to implement and enhance internal controls.
- Experience with Windows Operating Systems and Mac OS
- Validated system security requirements analyzed system security designs and partnered with various teams to recommend solutions to meet security compliance requirements.
- Collaborated with team members to complete various types of tickets and provide Tier 2 support to users.
- Experience with scientific machines and scientific applications.
- NIH (NIAMS)
SENIOR IT OPERATOR Tier 2
Navy Federal Credit Union
12.2022 - 06.2023
- White Gloves Customer Services
- Troubleshoots simple to complex issues and assists customers with various systems issues including Microsoft, PC/Laptop/desk & mobile phones, printer, software, peripherals, and network connectivity issues with general direction.
- Uses ticketing application to log all services and update requests accurately and detailed.
- Participates in maintaining an inventory of parts used and needed to re-order, including testing parts received for stock to ensure an effective level of service.
- Provided support and troubleshooting for all Apple devices, including Macs, iPhones, and iPads
- Masters’ knowledge of assigned applications, hardware, and network to support clinical and business environments.
DESKTOP SUPPORT SPECIALIST
Supreme Technical Consulting
12.2017 - 12.2022
- Good Customer Service
- Update tickets every day
- Troubleshoots simple to complex issues and assists customers with various systems and applications issues including Microsoft, PC/Laptop/desk & mobile phones, printer, software, peripherals, and network connectivity issues with general direction.
- Experience with scientific machines and scientific applications.
- Provided support and troubleshooting for all Apple devices, including Macs, iPhones, and iPads
- I have 2 years of experience working with scientific machines and applications with Supreme Technical consulting.
Education
DEGREE IN PROGRESS -
Montgomery Community College
Skills
- Results-driven Senior Help Desk Specialist with 7 years of experience providing white-glove IT support, system security, and troubleshooting expertise Recognized for optimizing IT operations, leading deployments, and resolving complex technical issues
- Skilled in Windows, macOS, ServiceNow, Office 365, Active Directory, IT security Supervising, iPhone, iPad, MDM, Windows 10 and Windows 11, Projects, Problem solving, Troubleshooting, Customer support, Microsoft Suite, iOS, Active Directory, IT leadership, Team player, Motivating, SOPs, Communication, Writing, Adobe Suite, Project management, Scientific machines, Scientific applications, Documentation
Accomplishments
- Delivered white-glove Tier 2 & Tier 3 IT support to NIH users, consistently resolving complex Mac, Windows, iOS, and application issues with minimal escalation
- Successfully supported enterprise environments at NIH (NIAMS), ensuring uptime and compliance for mission-critical scientific and clinical systems
- Resolved high-volume ServiceNow tickets while meeting SLAs through accurate documentation, prioritization, and root-cause troubleshooting
- Led and contributed to team projects and deployments, including Mac/PC rollouts, system configurations, and inventory management
- Provided expert support for scientific machines and specialized scientific applications, minimizing downtime for research staff
- Strengthened system security by validating security requirements, reviewing system designs, and collaborating with stakeholders to meet compliance standards
- Improved end-user experience through proactive communication, remote desktop support, and detailed ticket documentation
- Demonstrated leadership by mentoring team members, motivating peers, and supporting Tier 1 escalation paths
- Developed proof-of-concept solutions and conducted deep-dive workshops to introduce process and technical improvements
- Maintained expertise across Windows 10/11, macOS, iOS, Active Directory, Office 365, ServiceNow, Exchange, and virtual machines
- Managed and supported Apple device ecosystems (MacBooks, iPhones, iPads) including troubleshooting, configuration, and user onboarding
- Consistently recognized as a reliable escalation point for complex hardware, software, and network-related issues
Certification
- CompTIA SECURITY PLUS
- CompTIA A+
- ITIL4
- ACSP
ADDITIONAL INFORMATION
- CLEARANCES
- Public Trust
- RELEVANT YEARS OF EXPERIENCE
- 8 years
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Timeline
SENIOR HELP DESK SPECIALIST Tier 2, Tier 3 / System Administrator
LCG INC.
11.2023 - 12.2024
SENIOR HELP DESK SPECIALIST Tier 2, Tier 3 / System Administrator
Octo Consulting
06.2023 - 11.2023
SENIOR IT OPERATOR Tier 2
Navy Federal Credit Union
12.2022 - 06.2023
DESKTOP SUPPORT SPECIALIST
Supreme Technical Consulting
12.2017 - 12.2022
DEGREE IN PROGRESS -
Montgomery Community College