RAMSHA MIRZA
Summary
Dynamic Senior Help Desk Representative at KPMG Global Services with a proven track record of resolving over 2,000 tickets. Exceptional problem-solving skills and strong communication abilities foster positive customer experiences. Adept in Windows and Linux environments, I thrive in challenging situations, ensuring customer satisfaction and loyalty through effective support strategies.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Help Desk Representative
KPMG Global Services
St Louis, MO
01.2022 - Current
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries via appropriate playbook rules or knowledge base articles.
- Prepared detailed incident reports after resolving issues or ensuring thorough documentation when escalation was required.
- Managed security updates and removed vulnerable software to prevent the computer from being disconnected from the network.
- Assisted customers with various types of technical issues while educating individuals on complex computer terms using easy-to-understand wording.
Front Store Clerk
Marshalls
Ballwin, MO
11.2020 - 02.2021
- Learned roles of other departments to provide coverage and keep store operational.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Ensured compliance with all safety regulations within the store environment.
- Resolved customer complaints professionally in accordance with company policy.
Carhop
Sonic
Ballwin, MO
10.2018 - 05.2019
- Warmly greeted visitors to promote great customer service and positive ordering experience.
- Independently resolved customer concerns to correct problems and promote brand loyalty
- Maintained safe food handling practices to prevent germ spread.
- Took orders, prepared foods and processed payments in a fast paced environment.
- Utilized upselling techniques to increase order value and promote specials.
Education
Cybersecurity
NPower
St Louis, MO07.2022
Tech Fundamentals
NPower
St Louis, MO01.2022
High School Diploma -
Parkway South High
Manchester, MO05.2016
Skills
- ServiceNow: Resolved over 2,000 tickets
- Operating Systems: Windows, Linux, Mac
- Programming Language: Python, SQL (Intermediate)
- Strong Verbal/Written Communication
- Excellent Customer Service
- Attention to Detail
- Critical Thinking/Problem Solving
Certification
- CompTIA A+ - 2021
- Google IT Support Professional Certificate Coursera -2021
- Python Certificate Coursera - 2022
- Security+ - 2022
- Foundations of Cybersecurity Coursera - 2025
- Introduction to Cybersecurity, Harvard - 2025 (Actively Taking)
- Certified in Cybersecurity (CC), ISC2 - 2025 (Actively Studying)
Languages
Urdu
Full Professional
Hindi
Full Professional
Timeline
Senior Help Desk Representative
KPMG Global Services
01.2022 - Current
Front Store Clerk
Marshalls
11.2020 - 02.2021
Carhop
Sonic
10.2018 - 05.2019
Cybersecurity
NPower
Tech Fundamentals
NPower
High School Diploma -
Parkway South High
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