Ramiz Kazi
Sterling Heights,USA
Overview
3
3
years of professional experience
Work History
IT Service Desk Analyst
Trinity Health
01.2025 - Current
- Provide advanced technical support for escalated issues, troubleshooting complex hardware, software, and network problems to ensure minimal downtime
- Lead root cause analysis for recurring incidents and implemented long-term solutions to improve system stability and reduce ticket volume
- Act as a key liaison between Level 1 and 2 support teams and specialized IT teams, ensuring seamless communication and efficient resolution of escalated issues
- Administer user accounts, permissions, and group policies in Active Directory, improving access control and security compliance
- Contribute to IT infrastructure improvements by identifying gaps, suggesting optimizations, and assisting with system upgrades and migrations
IT Service Desk Analyst
GalaxE.Solutions
01.2023 - 12.2024
- Setting the priority for resolving incidents based on impact and urgency
- Investigating and diagnosing incidents and researching solutions
- Managing service requests to make sure that they are not breached
- Escalating incidents and service requests to the next level of support if necessary
- Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone
IT Help Desk Analyst
Keno Kozie
09.2022 - 12.2022
- Hardware, software, network or other technical or non-technical issues
- Screen sharing and remote-control tools to properly vet, collect evaluate client’s reports
- Properly ticketing all client requests with detailed information regarding the issue reported
- Ability to think strategically and analytically to troubleshoot to resolve issues
- Assisting with the installation of various systems and software
- Networking, Active Directory, DNS servers
IT Project Management Intern
General Dynamics Land System
05.2022 - 09.2022
- Developing schedules
- Properly monitor and control multiple different projects
- Creating Charters and executing all Gate reviews
- Reporting status and progress at weekly PMO meetings
- Assisting on multiple projects and leading a few
- Building plans for completion of projects
Education
B.S - Information Technology & Networking
DeVry University
03.2025
Skills
- Project management
- Active Directory management
- IT infrastructure improvement
- Incident management
- ITIL framework
- Data loss prevention
- Security audits
- Risk management
- Security analysis
- Security protocols
- Network troubleshooting
- Active Directory
- System monitoring
- Application support
- Remote support
- Software support
- Information protection
Timeline
IT Service Desk Analyst
Trinity Health
01.2025 - Current
IT Service Desk Analyst
GalaxE.Solutions
01.2023 - 12.2024
IT Help Desk Analyst
Keno Kozie
09.2022 - 12.2022
IT Project Management Intern
General Dynamics Land System
05.2022 - 09.2022
B.S - Information Technology & Networking
DeVry University
Similar Profiles
Brook BerkhemerBrook Berkhemer
Multi- Skilled Technician at Trinity HealthMulti- Skilled Technician at Trinity Health
Stephanie BrionesStephanie Briones
Front Desk Receptionist at Trinity HealthFront Desk Receptionist at Trinity Health
Zaid AlmajaliZaid Almajali
Patient Care Assistant at Trinity HealthPatient Care Assistant at Trinity Health
Amy MoreauAmy Moreau
Cardiac Device Clinic Technician/Lead at Trinity HealthCardiac Device Clinic Technician/Lead at Trinity Health
Richard BedraRichard Bedra
Crew member at Culvers of Sterling HeightsCrew member at Culvers of Sterling Heights