Reza Ishak
Senior-Level Help Desk Technician
New York,NY
Summary
Dedicated and experienced Senior Help Desk Technician with over 7 years of expertise in providing top-notch technical support and customer service. Proficient in troubleshooting hardware and software issues, managing IT incidents, and implementing solutions to enhance system performance. Strong communication skills enable effective collaboration with diverse teams and stakeholders. Proven ability to mentor junior staff and drive continuous improvement initiatives, ensuring high levels of user satisfaction. Committed to staying current with emerging technologies and best practices to deliver efficient and innovative support solutions.
Overview
2025
2025
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
Work History
Help Desk Technician Level 2
Maximus
07.2021 - Current
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
- Collaborated with cross-functional teams and 3rd party vendors for seamless integration of IT services throughout the company.
- Supported end-users in various applications to optimize their productivity and performance.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
Technical Support Consultant
Millennium Group
4 2013 - 06.2021
- Reduced downtime, optimizing system functionality through regular maintenance and software updates.
- Implemented new processes to workflow including prioritizing jobs and delegating duties to associates that sped up monthly bill reconciliation and overall production by 25%.
- Provided quality service while working in a team environment to onboard new employees.
- Implemented proactive monitoring systems that minimized potential technical issues before escalating into critical incidents.
- Streamlined company processes for increased productivity by troubleshooting software errors and glitches.
- Participated actively in continuous learning opportunities to maintain proficiency in relevant technologies and methodologies.
Level 1 Help Desk Support
Columbia University
03.2010 - 04.2013
- Executed memory upgrades and system optimization of older and new PCs including repairing computers as needed, installed new hardware and software for computers
- Utilized extensive knowledge of multiple generations of Microsoft Excel software for systemic troubleshooting
Medical Records Technician
Columbia University
02.2006 - 03.2010
- Coordinated patient information quickly and accurately across multi-facility practice using MasterTrak and CROWN systems; Liaised with 3rd party healthcare facilities to transfer medical records
- Exceeded business objectives for completeness and accuracy of patient records through extensive interaction with physicians, nursing staff, and other patient caregivers
Education
Associate of Science - Network And System Administration
DeVry University
New York, NY 09.2015 - 05.2017
Skills
Remote Support
Networking - DHCP/DNS/TCP/IP
Ticket management
Windows Server
Windows 10/11 Pro & Enterprise
Microsoft 360 Administration
Intune and Entra ID
Certification
CompTIA Network+
Timeline
System Administration and IT Infrastructure Services
09-2024
CompTIA Network+
01-2024
CompTIA A+
05-2022
Help Desk Technician Level 2
Maximus
07.2021 - Current
Associate of Science - Network And System Administration
DeVry University
09.2015 - 05.2017
Level 1 Help Desk Support
Columbia University
03.2010 - 04.2013
Medical Records Technician
Columbia University
02.2006 - 03.2010
Technical Support Consultant
Millennium Group
4 2013 - 06.2021
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