Summary
Overview
Work History
Education
Skills
Languages
Certification
Additional information
Timeline
Generic

Raihan Yahaya

Alexandria,VA

Summary

Professional with a strong background in help desk, desktop support, and front desk jobs who is dynamic and customer-focused. competent in troubleshooting a wide range of IT problems and provide technical support, guaranteeing smooth and effective operations. adept at handling front desk duties, such as scheduling, client relations, and administrative assistance. renowned for having outstanding problem-solving and communication skills as well as for taking the initiative to improve user experiences and uphold high service standards. devoted to providing dependable and effective support in order to surpass client expectations and achieve organizational goals. Professional with solid experience supporting customers with product or service needs. First-class expert with deep technical knowledge, strong reasoning skills and quality research techniques. Troubleshooting master skilled at quickly identifying and solving problems.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Help Desk Support Specialist

First Citizens Bank (Remote)
Alexandria, VA
01.2024 - Current
  • Diagnosed system errors using event viewer logs and other diagnostic tools.
  • Provided guidance on best practices when dealing with IT related incidents.
  • Assisted in the installation of new hardware, software, and operating systems.
  • Identified potential areas of improvement in existing processes related to help desk operations.
  • Implemented security measures such as password protection policies for users.
  • Developed procedures for regular maintenance of computer systems.
  • Maintained records of daily data communication transactions, problems, and remedial actions taken or installation activities.
  • Performed daily system monitoring to verify the integrity and availability of all hardware resources.
  • Responded to customer inquiries via phone, email, or chat support.
  • Tested computer equipment to ensure proper functioning according to specifications.
  • Created detailed reports describing help desk activities.
  • Created user accounts on multiple platforms such as Windows Server 2008, 2012, 2016 Active Directory.
  • Ensured compliance with company standards regarding computer usage and security policies.
  • Installed anti-virus programs on users' computers and configured them accordingly.
  • Configured network settings including IP addresses and DNS servers on a variety of devices such as routers, switches, firewalls.
  • Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
  • Evaluated existing processes and procedures for improvement opportunities.
  • Researched, diagnosed, troubleshot, and identified solutions for customer issues.
  • Recommended improvements in products, services, procedures based on customer feedbacks.

PC Desktop Support Specialist

Ourisman Chrysler Jeep and Dodge
Alexandria, VA
02.2020 - 01.2023
  • Analyzed system logs to detect potential issues with computer systems.
  • Configured network settings on desktops according to company standards.
  • Set up user accounts, permissions, passwords and email addresses for new employees.
  • Maintained inventory of all equipment, hardware and software licenses.
  • Repaired damaged PCs by replacing parts such as motherboards, hard drives or RAM chips.
  • Performed troubleshooting of network connectivity issues.
  • Resolved hardware and software problems on desktop computers.
  • Provided training to staff on how to use newly installed applications and hardware devices.
  • Provided technical assistance to end-users in person, via telephone and email.
  • Carried out regular backups of critical data using backup solutions such as Symantec Backup Exec or similar products.
  • Diagnosed and resolved technical hardware and software issues in a timely manner.
  • Performed server patching activities using Windows Server Update Services.
  • Attended customer service meetings to address any ongoing issues or concerns.
  • Collaborated with other teams within the organization to resolve complex incidents quickly.
  • Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.

Front Desk Receptionist

Jack Taylor’s Alexandria Toyota
Alexandria, VA
06.2017 - 02.2020
  • Educate consumers about a variety of vehicle types and trim levels
  • In charge of re-acquiring old vehicles
  • In charge of the distribution of new vehicles, mainly eco-friendly vehicles, to consumers
  • Advocate for the improvement of safety features in new vehicles
  • Update both computer hardware and software in the dealership
  • Resolved any customer complaints or issues in a timely fashion following established protocols.
  • Assisted with preparing reports, presentations and other documents as requested by management staff.
  • Reconciled daily financial transactions against cash receipts at the end of each day's business activity.
  • Greeted customers warmly and made them feel welcome.
  • Performed data entry into computer systems to maintain accurate records of customer information.
  • Updated customer information in databases regularly to ensure accuracy of records.
  • Assisted with scheduling appointments for clients and visitors.
  • Maintained an organized reception area and ensured that all guests were attended to promptly.
  • Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
  • Troubleshooting dealership’s computers
  • Login and password reset.
  • Verified identity documents for new customers before opening accounts in accordance with company policies.
  • Prepared conference rooms prior to meetings by arranging furniture layout, setting up audio-visual equipment and ensuring refreshments are available if required.

Education

General Education -

West Potomac High School
06.2016

Associate of Arts - Information Technology

Nova Community College
Alexandria, VA

Skills

  • Training abilities
  • Remote Support
  • Help Desk Software
  • Security Protocols
  • System Administration
  • Application support
  • Operating systems
  • Incident Management
  • Hardware diagnostics
  • Software Installation
  • Report Generation
  • CRM Software
  • Hardware Installation
  • Patch management
  • Mobile Device Management
  • Virtualization Technologies
  • Help Desk Support
  • User Training
  • Technical Support
  • Performance Improvements
  • Data backups
  • System Upgrades
  • Computer systems installation
  • Network repairs and maintenance
  • Windows Server
  • Active Directory
  • Troubleshooting and diagnosis
  • Interpersonal and written communication
  • IP Addressing and Subnetting
  • Effective Communication
  • Customer Support

Languages

Twi
Professional
Housa
Professional

Certification

  • CompTIA A+ - In progress
  • Microsoft Certified: Modern Desktop Administrator Associate - In progress
  • Customer Service Excellence Certification 2022

Additional information

  • Familiar with and have used tools essential for help desk and desktop support, including remote desktop software (TeamViewer, AnyDesk), ticketing systems (Jira Service Desk, Zendesk), system monitoring (Nagios, SolarWinds), ITSM tools (ServiceNow, BMC Remedy), antivirus software (Norton, McAfee), backup solutions (Acronis, Veeam), asset management (Lansweeper, ManageEngine), collaboration tools (Microsoft Teams, Slack), scripting (PowerShell, Bash), configuration management (SCCM, Puppet), email clients (Outlook, Gmail), disk management (Disk Management, GParted), web browsers (Chrome, Firefox), and VPN tools (Cisco AnyConnect, OpenVPN).

Timeline

Help Desk Support Specialist

First Citizens Bank (Remote)
01.2024 - Current

PC Desktop Support Specialist

Ourisman Chrysler Jeep and Dodge
02.2020 - 01.2023

Front Desk Receptionist

Jack Taylor’s Alexandria Toyota
06.2017 - 02.2020

General Education -

West Potomac High School

Associate of Arts - Information Technology

Nova Community College

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Raihan Yahaya