Saima Memon
Richardson,TX
Summary
IT Support Specialist with 7+ years experience of delivering L1/L2 technical support for hardware, software and network connectivity issues. Conducts root cause analysis, resolves incidents, and maintains ticket documentation from intake to closure. Integrates support for CCTV alarm systems and monitoring platforms to ensure reliable security operations.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Technical Support Specialist
Wireless CCTV
Richardson, Texas
05.2026 - Current
- Provide L1 and L2 technical support to customers via phone and email.
- Conduct root cause analysis and collaborate with customers, field technicians and monitoring partners to resolve technical issues.
- Maintain accurate service records, manage help desk tickets, and prepare performance reports.
- Support customer onboarding and ongoing system optimization using NetWatch, Zoho , SingleView and Stellifii.
- Troubleshoot and configure CCTV systems, camera analytics, alarm settings and monitoring software.
- Analyze alarm activity to reduce false alarms and improve system accuracy and performance.
Designated Hitter (DH)
Walgreens
Garland, Tx
02.2025 - 04.2026
- Supported customers in high-volume retail and pharmacy settings by resolving questions and concerns quickly and professionally.
- Assisted with data entry, system navigation, and transaction processing in internal software.
- Troubleshot basic POS and system issues to help maintain smooth daily operations.
- Developed effective communication and problem-solving skills through hands-on IT support experiences.
IT Support Specialist (L1) -Remote
Solai and Cameron Technologies
Richardson, Tx
12.2020 - 01.2025
- Provided Tier 1 technical support to end users, resolving hardware, software, and network issues remotely
- Diagnosed and troubleshot VPN, DNS, and connectivity issues for remote users, enhancing connectivity and user experience
- Administered Active Directory tasks including password resets, account unlocks, and user access management.
- Installed, configured, and supported Microsoft 365 applications
- Managed support tickets through ServiceNow and Zendesk, ensuring timely resolution and adherence to SLA targets
- Escalated complex technical issues to Tier 2/3 teams, providing comprehensive documentation for efficient resolution
IT Support Technician
Ramada Plaza Hotel
Karachi
06.2017 - 12.2019
- Troubleshot hardware, software, and LAN/Wi-Fi connectivity issues, resolving technical problems promptly
- Installed and configured desktops, printers, and network devices, enhancing user accessibility
- Delivered on-site IT support for staff, facilitating smooth daily operations across departments
- Supported hotel management and reservation systems to maintain business continuity
Education
Bachelor's - Computer Engineering (BSCE)
Sir Syed University of Engineering & Technology
Karachi, Pakistan12-2017
Skills
- Surveillance system repair and maintenance
- CCTV setup in Netwatch platform
- System administration capabilities
- Efficient ticket management processes
- Tools expertise: Zoho, ServiceNow, Zendesk, Remote Desktop, TeamViewer, Stellifii, SingleView, Netwatch
- Operating systems: Windows 10/11 and macOS support
- Understanding of networking protocols
- Hardware management for computers and devices
- Root cause evaluation techniques
- System diagnostics proficiency
- Customer service skills
Certification
- CompTIA Network+ (In progress)
- CompTIA Security+ (Planned)
- Pharmacy Tech Trainee (03/2025)
Timeline
Technical Support Specialist
Wireless CCTV
05.2026 - Current
Designated Hitter (DH)
Walgreens
02.2025 - 04.2026
IT Support Specialist (L1) -Remote
Solai and Cameron Technologies
12.2020 - 01.2025
IT Support Technician
Ramada Plaza Hotel
06.2017 - 12.2019
Bachelor's - Computer Engineering (BSCE)
Sir Syed University of Engineering & Technology