Syed Zaidi
Laurel,MD
Summary
Highly motivated & Customer-oriented professional seeking a Help Desk position to utilize strong and excellent skills, problem solving abilities & exceptional customer service expertise. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Helpdesk position. Ready to help team achieve company goals.
Overview
4
4
years of professional experience
Work History
Tech Master
Helpdesk Lead
04.2021 - 12.2022
- Responding to client support queries
- Providing support in person, over phone, or via remote access
- Diagnosing issues with computer software, peripherals, and hardware
- Running software diagnostic tools and physically inspecting hardware systems
- Talking to clients through basic problem-solving processes
- Providing basic computer training
- Installing and upgrading hardware and software systems
- Writing training manuals
- Following up with clients
- Completing support tickets.
Application Support
PROTOCOL COMMUNICATIONS
05.2019 - 04.2021
- Successful multi-tasking abilities in fast-paced, high-pressure environment
- Independent, self-starter, efficient, and team player
- Manage inbound calls
- Quickly establishing rapport with customers over phone
- Regularly exceed targets relating to call volume, sales conversion and customer satisfaction
- Display in-depth product knowledge to answer customer queries regarding products, shipping, ingredients, potential allergens and order placement
- Successful multi-tasking abilities in fast-paced, high-pressure environment
- Assist in maintenance and operation of Mac and Windows network infrastructure
- Manage user(s) issues via Remedy.
Wireless Communication Consultant
EMG Wireless
09.2018 - 05.2019
- Customer facing representative for Verizon Wireless retailer
- Use Verizon Wireless’s Omni Application to access and analyze customer accounts
- Analyze customer accounts for usage and cost to recommend plan changes
- Troubleshoot hardware and software issues for iOS, Android, Windows and Blackberry devices
- Escalate unresolvable issues to Technical Support or Warranty Department
- Work with customers to determine what mobile devices, applications and software are best for them
- Set up and activate mobile devices for customers, assist with data transfer via Cloud, G-Suite, Microsoft and other software and applications
- Collect payments via Verizon Wireless’s Data Scape application and Retail IQ’s RQ4 software
- Perform Daily Inventory counts via RQ4
- Use Reporting Portal to monitor reports for sales, inventory, conversion, retention and goals
- Basic hardware and software troubleshooting for office technology including desktops, laptops, printers, modems, mobile devices, copiers and scanners
Education
Preparing for Security + Certification -
Prince George’s Community College
Largo MarylandHigh School Diploma -
Eleanor Roosevelt High School
Greenbelt Maryland05.2017
Skills
- Communicating with clients
- Technical support service
- Technical Troubleshooting
- Software and Hardware assistance
- Application installation
- Install and perform minor repairs to hardware
- Service desk support
- Strong problem solving abilities
- Computer diagnostic
- Inbound Call handling
- Ticketing System
Timeline
Tech Master
Helpdesk Lead
04.2021 - 12.2022
Application Support
PROTOCOL COMMUNICATIONS
05.2019 - 04.2021
Wireless Communication Consultant
EMG Wireless
09.2018 - 05.2019
Preparing for Security + Certification -
Prince George’s Community College
High School Diploma -
Eleanor Roosevelt High School
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