Outdoor Yoga
Tazeeb Raja
MD
Summary
Technical Support Analyst with 4+ years of experience in technical support, issue triage, and cross-functional collaboration. Skilled in resolving complex software issues, report generation, and user access management. Proficient in SQL, advanced Excel, and ticketing systems. Known for delivering excellent customer service, building strong internal relationships, and improving support processes.
Overview
4
4
years of professional experience
Work History
Technical Support Analyst II, Contract
Mantech
10.2023 - 04.2024
- Evaluated user needs, diagnosed technical problems, and collaborated with engineering teams to implement effective solutions
- Supported computer software integration by troubleshooting system issues and ensuring seamless operation
- Developed procedure manuals, technical specifications, and process documentation by gathering information from subject-matter experts
- Created Technical Incident Reports for testing events to enhance system performance
Information Systems Security Engineer
Department of Defense
03.2023 - 10.2023
- Conducted routine system health checks, identified vulnerabilities, and provided recommendations for improvement to maintain a secure IT environment.
- Educated end-users on IT policies, best practices, and security awareness to promote proactive issue prevention and enhance user experience.
- Monitored and managed ticketing systems, ensuring timely resolution of incidents and requests while adhering to ITIL service management principles.
- Participated in on-call rotations to address critical issues outside regular business hours and ensure continuous IT support availability.
Remote Technical Support Agent
WebbMason Marketing
03.2021 - 09.2023
- Provided IT support to over 500 B2B clients, ensuring prompt issue resolution and high customer satisfaction using Zendesk, JIRA, and ServiceNow.
- Developed training materials and assisted with new product rollouts to improve user adoption.
- Acted as a subject matter expert (SME) for internal software systems and configured secure FTP/SFTP data transfers.
- Served as primary POC for support, maintaining clear communication and swift resolution of issues.
- Coordinated project tasks, authored user guides, and collaborated with cross-functional teams to uphold service standards.
Education
Bachelor of Science - Information Technology
Towson University
MDSkills
- Customer Support Tools: Jira, Zendesk, ServiceNow, Salesforce
- Data Analysis: SQL, Excel (advanced), report generation
- Documentation & Knowledge Sharing: Confluence, Microsoft Word, PowerPoint
- Operating Systems: Windows, MacOS
- Other Tools: Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), remote support tools
Clearance
Top Secret / Sensitive Compartmented Information (TS/SCI) Clearance Full Scope Polygraph
Interests
Meditating
Fitness
Nature
Reading
Health/Wellness
Timeline
Technical Support Analyst II, Contract
Mantech
10.2023 - 04.2024
Information Systems Security Engineer
Department of Defense
03.2023 - 10.2023
Remote Technical Support Agent
WebbMason Marketing
03.2021 - 09.2023
Bachelor of Science - Information Technology
Towson University
Similar Profiles
Joshua ReddellJoshua Reddell
Senior Executive Director, Practice Integration Lead at ManTechSenior Executive Director, Practice Integration Lead at ManTech
Kevin GladdenKevin Gladden
Agency Engineer at MantechAgency Engineer at Mantech
Joseph LewisJoseph Lewis
Network/System Administrator at ManTechNetwork/System Administrator at ManTech