Syed Zaidi
Laurel,MD
Summary
IT support professional with a proven track record in Tier I and Tier II technical support. Advanced to Tier II within a year, automating deployments and creating technical documentation that enhances team efficiency. Skilled in troubleshooting across various platforms, including Active Directory and Citrix VDI, while consistently delivering exceptional client support.
Overview
1
1
Certification
8
8
years of professional experience
Work History
SERVICE DESK TECHNICIAN II
Defense Information School (DINFOS)
Fort Meade, MD
02.2024 - 05.2026
- Started as a Tier I technician and advanced to a Tier II role within a year based on performance and technical growth.
- Provided technical support to faculty, staff, and students through phone, email, ServiceNow, ticketing systems, and in-person assistance.
- Diagnosed and resolved hardware, software, network, printer, and application issues for desktops, laptops, and mobile devices, ensuring consistent user support.
- Triaged and managed support tickets by identifying issues, troubleshooting problems, and documenting resolutions, facilitating timely resolutions for end users.
- Worked with other technical teams to troubleshoot and resolve more complex technical issues.
- Reviewed system logs and assisted with troubleshooting issues involving SIEM platforms and other enterprise IT systems.
- Used problem-solving and critical thinking skills to investigate technical issues and identify effective solutions.
- Communicated directly with end users throughout the troubleshooting process and provided updates on the status of support requests.
- Supported Windows systems, Active Directory, Microsoft 365, Google Workspace, and Citrix VDI environments.
- Maintained Active Directory user accounts, permissions, and Group Policy configurations.
- Developed SOPs, troubleshooting guides, and technical documentation, enhancing team efficiency and minimizing repeat issues.
- Trained and mentored new technicians on troubleshooting procedures, imaging workflows, and IT support best practices.
- Automated the imaging and deployment of 500+ machines monthly using MDT and SmartDeploy, reducing deployment time by 40%.
- Installed and configured software applications and system updates for end users.
- Managed recurring technical issues and worked with team members to improve troubleshooting processes.
- Provided support in a fast-paced environment while managing multiple requests and maintaining a strong customer service experience.
MANAGER / TECHNICAL SUPPORT SPECIALIST
Picture Perfect LTD
Forestville, MD
08.2023 - 02.2024
- Managed digital design projects, ensuring timely delivery while maintaining accurate design-related databases.
- Managed multiple projects and customer requests while maintaining attention to detail and meeting deadlines.
- Created and edited custom merchandise designs using Adobe Photoshop, enhancing client satisfaction through tailored solutions.
- Troubleshot hardware and software issues involving computers, printers, mobile devices, and custom printing equipment.
- Worked directly with management and clients to understand requirements and resolve issues.
- Communicated directly with clients to clarify requirements, facilitating accurate project completion and fostering strong client relationships.
HELPDESK SPECIALIST
Tech Master
Tysons Corner, VA
05.2020 - 08.2022
- Delivered first-level technical support to end users via phone and email, resolving issues efficiently.
- Used ServiceNow to document, track, and manage technical support tickets.
- Triaged support requests, performed basic troubleshooting, and escalated unresolved issues.
- Supported hardware, software, Windows systems, and application-related issues.
- Supported Active Directory administration by managing user accounts and configuring Group Policy.
- Engaged with clients to diagnose technical issues and guide them through the troubleshooting process.
- Followed established procedures and documented support activities.
- Managed multiple tasks, including equipment setup and technical support for employees.
WIRELESS COMMUNICATION CONSULTANT
Wireless Communication Consultant
Alexandria, VA
09.2018 - 05.2020
- Delivered technical support for iOS, Android, Windows, and BlackBerry devices, ensuring optimal user experience.
- Troubleshot hardware, software, connectivity, and application-related issues.
- Partnered with Technical Support and Warranty departments to efficiently resolve complex customer issues.
- Tailored applications and software solutions to align with specific customer requirements.
- Provided customer support in a fast-paced environment while handling multiple requests.
- Managed inventory and operated point-of-sale systems.
- Maintained accurate customer account information and payment records.
Education
Information Technology -
UNIVERSITY OF MARYLAND GLOBAL CAMPUS
Largo, MD05-2028
High School Diploma -
ELEANOR ROOSEVELT HIGH SCHOOL
Greenbelt, MD05-2017
Skills
- Technical support
- ServiceNow
- Ticket Triage
- Incident Tracking
- Windows
- Active Directory
- Group Policy
- Microsoft 365
- Google Workspace
- Citrix VDI
- Troubleshooting
- Problem Solving
- Critical Thinking
- MDT
- SmartDeploy
- SIEM Platforms
- System Logs
- TCP/IP
- DNS
- VPN
- PowerShell
- Hardware and Software Support
- SOP Development
- Technical Documentation
- Client support
- Customer support
- Task management
- Teamwork
- Cross-Team Collaboration
- Mentoring and Training
- Flexible Shift Support
- Communication
Certification
- CompTIA Security+
- CompTIA A+
Additional Information
Experience supporting enterprise IT environments and troubleshooting technical issues across hardware, software, network, and application systems., Strong interest in security operations, SIEM technologies, and continued development in cybersecurity., Comfortable learning new technologies, security products, and technical procedures., Experienced working with technical teams and supporting clients in fast-paced IT environments., Open to overnight and alternative shift schedules.
Timeline
SERVICE DESK TECHNICIAN II
Defense Information School (DINFOS)
02.2024 - 05.2026
MANAGER / TECHNICAL SUPPORT SPECIALIST
Picture Perfect LTD
08.2023 - 02.2024
HELPDESK SPECIALIST
Tech Master
05.2020 - 08.2022
WIRELESS COMMUNICATION CONSULTANT
Wireless Communication Consultant
09.2018 - 05.2020
Information Technology -
UNIVERSITY OF MARYLAND GLOBAL CAMPUS
High School Diploma -
ELEANOR ROOSEVELT HIGH SCHOOL