SHAKIR KHAN
Paterson
Summary
IT Engineer and Support Specialist with over 10 years of experience providing technical product support and desktop/helpdesk services in large enterprise and public sector environments. Skilled in troubleshooting user issues, supporting Microsoft Dynamics 365, and resolving high volumes of support tickets daily while maintaining strong CSAT and SLA metrics (90%+). Comfortable with command line interfaces, entry-level SQL for log investigation, and basic scripting (including JavaScript). Adept at reading between the lines of user requests, providing empathetic support, and ensuring timely, satisfying resolutions. Experienced in onboarding users to new features, documenting solutions, and thriving in fast-paced, reactive support environments.
Overview
15
15
years of professional experience
Work History
DESKTOP ENGINEER
State of NJ NJDHS
Trenton
03.2025 - 03.2026
- Provided 2nd line technical support for 500+ users, resolving 35–45 support tickets daily via phone and remote tools, including SSO authentication failures, account provisioning, MFA challenges, and application access issues.
- Provided desktop, laptop, server, printer, and mobile device support, including basic network troubleshooting (LAN/WAN, remote access).
- Upgraded laptops and desktops to the latest patches and antivirus software as part of large-scale OS deployments.
- Deployed critical security patches and updates across the workstation fleet to meet security standards.
- Managed Active Directory for user account creation, password resets, and group policy updates.
- Managed SharePoint and OneDrive permissions, ensuring secure data workflows and assisting with site implementations.
- Configured and managed mobile devices using MDM platforms (Ivanti) for enrollment, policy deployment, and remote troubleshooting.
- Performed hardware diagnostics and component replacement for desktops and laptops.
- Automated routine desktop support tasks, enhancing issue resolution speed and supporting endpoint security through patching, antivirus updates, and compliance checks.
- Participated in major incident response, providing timely updates and assisting with root-cause analysis.
- Utilized vendor documentation, knowledge bases, and technical guides to troubleshoot complex application and integration issues.
- Implemented quality control procedures to ensure compliance with company policies.
IT Support Engineer
MLS/ St. Joseph Hospital
Woodland Park
02.2024 - 02.2025
- Provided technical support for hospital staff and patients through various communication channels.
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Resolved IT issues promptly, ensuring minimal disruption to hospital operations.
- Diagnosed and resolved user problems via phone, email, and remote tools.
- Documented support requests and resolutions in ticketing system, improving tracking and response efficiency.
- Installed and configured hardware and software systems across hospital departments.
- Installed and configured computer systems, peripherals, and applications effectively.
- Set up email accounts using Microsoft Outlook or Exchange server and provided assistance in configuring mobile devices for mail access.
- Managed user accounts and permissions in Active Directory environment.
- Managed Active Directory user accounts, groups, and computer objects.
- Developed and maintained user accounts, permissions, and access rights.
- Executed SQL queries to validate application data integrity, supporting accurate data management across systems.
- Executed PowerShell scripts to streamline routine administrative tasks.
- Assisted in troubleshooting network connectivity issues related to DNS, DHCP and TCP and IP configuration.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Collaborated with cross-functional teams to enhance IT service delivery processes.
- Conducted training sessions for staff on new technologies and software applications.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Managed inventory of technical equipment, ensuring system updates occurred promptly to minimize downtime.
- Supported Epic end users by troubleshooting account access.
- Facilitated unlocking of Epic user accounts for staff.
- Assigned Epic templates according to specific user roles and departmental needs.
- Provisioned Epic user account by mirroring access from existing users with similar job roles.
- Provided technical support for hardware and software issues across multiple platforms.
- Executed SQL queries to validate application data integrity, supporting accurate data management across systems.
- Executed PowerShell scripts to streamline routine administrative tasks..
DEPLOYMENT TECH / IT SUPPORT AGENT
MLS / Allstate Insurance
Bedminster
07.2018 - 01.2024
- Supported 500+ end users and resolved 30–40 support tickets daily involving SSO authentication, account provisioning, MFA enrollment, Active Directory management, and application access issues.
- Managed asset lifecycle for thousands of devices, including procurement, secure imaging (USMT) (HPDM) add inventory tracking.
- Led large-scale deployments and upgrades to new operating systems (Windows 10/11).
- Assisted users with post-migration issues (connectivity, login, application) and escalated as needed.
- Configured, enrolled, and managed mobile devices using MDM tools (Ivanti).
- Diagnosed and resolved hardware malfunctions, enhancing system uptime and user satisfaction.
- Deployed software updates and managed user accounts and permissions via Active Directory.
- Troubleshot LAN/WAN connectivity, DHCP/DNS issues, and printer configuration.
- Utilized Remedy ticketing system to create, monitor, and resolve tickets, ensuring SLA compliance.
- Generated inventory reports and communicated with management and team leads.
- Utilized basic PowerShell commands for system checks and user account verification. to assist with Windows troubleshooting, user/account checks, system information, and support tasks.
- Diagnosed and resolved desktop, laptop, and peripheral equipment problems efficiently.
- Monitored system performance and conducted preventive maintenance tasks regularly.
- Documented support requests and resolutions in the ticketing system for tracking purposes.
- Collaborated with cross-functional teams to enhance IT service delivery processes.
- Developed and maintained user accounts, permissions, and access rights.
- Configured routers and switches according to organizational specifications.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Provided technical support to users by troubleshooting hardware and software issues.
- Used remote login tools to assist clients with technical and product questions.
- Updated case documentation regularly to ensure clarity and accessibility. for future reference.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
APPLICATION SUPPORT / LEVEL 2 SUPPORT ENGINEER
Microsoft / CafeX
Red Bank
10.2016 - 02.2018
- Served as an internal escalation point for Microsoft Dynamics 365 and LivePerson chat service integrations, resolving 30–35 tickets daily.
- Assisted in diagnosing application integration and connectivity issues by reviewing logs, system configurations, and vendor documentation.
- Administered Zendesk for ticket intake, escalation, and workflow management to meet SLAs.
- Provided support for CafeX (video chat) integration into Microsoft Dynamics 365.
- Conducted QA testing on client websites integrated with Live Person, identifying and documenting bugs in JIRA, collaborating with developers for timely fixes and validating resolutions before deployment.
- Used Selenium WebDriver to automate test cases for website chat and video integrations.
- Utilized vendor documentation, knowledge bases, and technical guides to troubleshoot complex application and integration issues.
- Supported cloud-based SaaS applications, managing user access, authentication, and application functionality.
- Collaborated with development and application support teams to investigate and resolve technical issues affecting user experience.
- Demonstrated entry-level SQL skills for querying logs and investigating issues.
- Applied basic JavaScript for troubleshooting and support tasks.
- Used SQL to verify application data, investigate user-reported issues, and support troubleshooting of client-server and web-based applications
HELP DESK / DEPLOYMENT TECH
Allstate Insurance
Suffern
09.2016 - 10.2016
- Supported 200+ users, resolving 25–30 tickets daily during large-scale OS deployment projects.
- Deployed and set up desktops and laptops, performed data backups (USMT/manual), and installed required drivers/applications.
- Assisted users with post-deployment issues and escalated as needed.
- Managed asset inventory and updated devices with security definitions.
- Used Remedy ticketing system for ticket creation and monitoring.
- Configured, enrolled, and managed mobile devices using MDM tools (AirWatch, Ivanti).
- Troubleshot LAN/WAN connectivity and hardware/software issues.
DESKTOP SUPPORT/HELP DESK ANALYST
Reliable Site LLC
Piscataway
11.2014 - 08.2016
- Provided 1st & 2nd line technical support for 150+ users, resolving 20–25 tickets daily.
- Assisted users with IT issues in word processing, spreadsheets, email, shared files, and printing.
- Installed new applications and upgrades as needed.
- Provided one-on-one training for IT resources and maintained knowledge of relevant technologies.
- Troubleshot LAN/WAN connectivity, virtualization, and hardware issues across multiple data centers.
- Configured, enrolled, and managed mobile devices using MDM tools (MobileIron).
- Utilized technical documentation and knowledge bases for troubleshooting.
HELP DESK ANALYST
Sanofi-Aventis
Bridgewater
11.2012 - 08.2014
- Provided first-level technical support to 300+ users, resolving 25–30 tickets daily via phone and email.
- Supported LAN, wireless, and VPN connectivity, and configured desktops, laptops, and network printers.
- Managed Active Directory user accounts and permissions.
- Supported and configured smartphones for email synchronization.
- Installed and configured workstations for LANs and performed basic router setup.
- Diagnosed and repaired computers to component and software level.
- Utilized technical documentation and knowledge bases for troubleshooting.
IT SUPPORT TECHNICIAN
Pfizer
New York
04.2011 - 09.2012
- Provided Level I and II support for 200+ users, resolving 20–25 tickets daily.
- Upgraded laptops and desktops to latest patches and antivirus software.
- Implemented quality control procedures and provided phone support for various IT equipment.
- Managed Active Directory user accounts and performed hardware/software installations.
- Used Remedy ticketing system to monitor and resolve calls, ensuring SLA compliance.
- Developed processes and procedures for new technology implementations.
Education
Business Administration/Computer Science
Rutgers University
Newark, NJBusiness Administration
Passaic County Community College
Passaic, NJIT Training
PC-AGE
Parsippany, NJSkills
- - A & Security (in progress)
- - System administration
- - Network configuration
- - User support
- - Remote assistance
- - Hardware maintenance
- - Ticketing systems (Remedy, Zendesk, JIRA)
- - Operating systems (large-scale deployment)
- - Software deployment
- - Incident management
- - Troubleshooting
- - Data recovery
- - POWERSHELL
- - MDM (Ivanti, AirWatch, MobileIron)
- - TCP/IP, DNS, Routing
- - Configuration management
- - System imaging
- - Software troubleshooting
- - Security: Antivirus, Patch Management, Vulnerability Remediation
- - Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN
- - Entry-level SQL for log investigation
- - Basic scripting and JavaScript
- - Microsoft 365, SharePoint, OneDrive, Active Directory, Entra ID/Azure A
- Active Directory management
- Network troubleshooting
- Hardware diagnostics
- Software deployment
- VPN configuration
- Data security
- Vendor coordination
- Ticketing systems
- Technical analysis
Timeline
DESKTOP ENGINEER
State of NJ NJDHS
03.2025 - 03.2026
IT Support Engineer
MLS/ St. Joseph Hospital
02.2024 - 02.2025
DEPLOYMENT TECH / IT SUPPORT AGENT
MLS / Allstate Insurance
07.2018 - 01.2024
APPLICATION SUPPORT / LEVEL 2 SUPPORT ENGINEER
Microsoft / CafeX
10.2016 - 02.2018
HELP DESK / DEPLOYMENT TECH
Allstate Insurance
09.2016 - 10.2016
DESKTOP SUPPORT/HELP DESK ANALYST
Reliable Site LLC
11.2014 - 08.2016
HELP DESK ANALYST
Sanofi-Aventis
11.2012 - 08.2014
IT SUPPORT TECHNICIAN
Pfizer
04.2011 - 09.2012
Business Administration/Computer Science
Rutgers University
Business Administration
Passaic County Community College
IT Training
PC-AGE