Reza Ishak
New York,NY
Summary
Experienced Technical Support Specialist with a proven track record in troubleshooting, system configuration, and delivering exceptional customer service. Leveraging technical expertise and strong communication skills to contribute to a dynamic and team-oriented environment. Committed to providing efficient solutions and ensuring customer satisfaction.
Overview
1
1
Certification
Work History
Level 2 Helpdesk Technician
Maximus
New York, NY
- Provided expert-level technical support for escalated issues from Tier 1, addressing complex problems across hardware, software, and network systems
- Developed and maintained detailed documentation of troubleshooting processes, solutions, and best practices to streamline future support efforts via Cherwell ticketing system
- Regularly attended monthly training sessions on HIPAA compliance and Protected Health Information (PHI) handling, ensuring all support activities adhered to legal and regulatory standards
- Imaged, configured, and deployed workstations and laptops, ensuring quick and efficient setup for new hires
- Maintained and updated software applications and desktop/laptop configurations to ensure compliance with company policies and regulatory standards
- Offered ongoing guidance and training to Tier 1 support staff, enhancing their troubleshooting skills and knowledge base, and reducing the number of escalated cases
- Provided support for Active Directory Users and Computers-related issues, including resolving login problems, account lockouts, and permissions errors
- Deployed new staff configuring Amazon WorkSpaces, ensuring seamless virtual desktop setup
- Configured Intune Company Portal and Microsoft Authenticator to secure and manage company devices and applications.
Education
A.S. in Network Systems Administration -
DeVry University
New York, NY05.2017
Skills
- Technical Support (Windows, Mac, Linux)
- Network Troubleshooting & Configuration
- Active Directory & Amazon WorkSpaces
- Ticketing Systems (Cherwell)
- HIPAA Compliance
Accomplishments
Projects & Achievements
Reduced Tier by 20% by implementing a training program for junior technicians.
Improved onboarding process by automating workstation setup, reducing setup time by 30%.
Streamlined documentation for troubleshooting and technical procedures, increasing team efficiency.
Certification
- CompTIA A+, 05/01/22
- CompTIA Network+, 01/01/24
- Google IT Infrastructure Services, 09/01/24
Timeline
A.S. in Network Systems Administration -
DeVry University
Level 2 Helpdesk Technician
Maximus