Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic

Saif Ahsan

Washington,D.C. Metro Area

Summary

Diligent IT Help Desk Specialist with 7+ years of experience in delivering high-level technical support, managing network configurations, and resolving complex hardware and software issues. Recognized for exceptional problem-solving abilities, efficient incident management, and a customer-centric approach. Skilled in leveraging tools like Microsoft Intune, ServiceNow, Active Directory, and Microsoft Office 365 to enhance user satisfaction and optimize IT operations. Seeking to contribute technical expertise to a dynamic IT environment. U.S. Citizen - Fully Clearable.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Help Desk Specialist

GEICO
02.2022 - Current
  • Assist with tier 1 and tier 2 phone calls daily to improve average speed of answer rate
  • Identified, resolved, and provided support for hardware and software issues on desktops, laptops, iPads, iPhones, Macs, and Android devices.
  • Collaborate with cross-functional teams and vendors to provide timely resolutions to advanced technical issues.
  • Create detailed video documentation and a comprehensive knowledge base article to assist Tier 1 and Tier 2 support teams in troubleshooting and performing technical procedures effectively.
  • Provide escalated technical support for end-users, resolving 40+ complex hardware and software issue ticket using BMC Remedy.
  • Deliver VIP "white glove" service, ensuring high satisfaction among key stakeholders.
  • Achieved a 2023 performance rating of 5 out of 5.

IT Support Technician - Contractor

TalentPro
07.2020 - 02.2022
  • Managed first-level technical support for 40+ daily calls, resolving tier 1 tickets at first contact via ServiceNow.
  • Troubleshooted software, hardware, and network issues, consistently meeting 15-minute average handling time goal.
  • Utilize ServiceNow efficiently for handling incidents and engaging with customers by recording and taking responsibility of issues
  • Supported user account management, including password resets and VPN access, with 99% customer satisfaction rate.
  • Support end user's laptop, monitor, and headset setup remotely
  • Recognized for resolving highest number of tickets in 2020 and 2021.

IT ServiceDesk Technician

T-Mobile
03.2019 - 03.2021
  • Handled incoming IT support requests via phone, email, and chat, resolving issues across various devices.
  • Managed ticketing through BMC Remedy, ensuring accurate documentation and timely resolution.
  • Collaborated with senior technical staff on escalated issues and facilitated user account management and access permissions.
  • Supported various IT projects and system deployments.
  • Conducted training sessions on new systems and software, contributing to enhanced user proficiency.
  • Consistently received 5 out of 5 rating in year-end performance reviews for 2019 and 2020.

Education

B.A.S. - Cybersecurity

University of Maryland Global Campus
Adelphi, MD
12.2024

A.A.S. - Cybersecurity

Montgomery College
Rockville, MD
05.2022

Skills

  • Developing & Implementing Solution
  • Knowledge Management
  • Active Directory Administration
  • Project Management
  • Incident Management & Response
  • Device Diagnosis & Repair
  • Hardware & Software Installation
  • Network Configuration
  • Leadership
  • Intensive Research & Analysis
  • Technical Support
  • Team Collaboration
  • Emerging Tools & Technologies
  • Customer Relations
  • Expert Problem Solving
  • Documentation Management
  • Quality Assurance
  • Root Cause Analysis
  • Problem-solving abilities

Additional Information

Platforms & Tools: ServiceNow, BMC Remedy, Active Directory, Azure Active Directory, SCCM, Cisco AnyConnect VPN, AirWatch, Office 365, Microsoft Intune, Zoom, Webex, Slack, Salesforce CRM, PowerBI, AWS


Operating Systems: Windows, Mac OS, Android, iOS


Networking: TCP/IP, DNS


Security: System Security Validation, MFA


Remote Support: Beyond Trust Remote Support, TeamViewer


Collaboration: SharePoint, Confluence, OneDrive

Certification

  • CompTIA Security +
  • CompTIA A+
  • Azure Fundamentals, AZ-900

Timeline

IT Help Desk Specialist

GEICO
02.2022 - Current

IT Support Technician - Contractor

TalentPro
07.2020 - 02.2022

IT ServiceDesk Technician

T-Mobile
03.2019 - 03.2021

B.A.S. - Cybersecurity

University of Maryland Global Campus

A.A.S. - Cybersecurity

Montgomery College

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Saif Ahsan