Urooj Memon
Woodbridge,VA
Summary
Experienced IT support professional with expertise in service desk operations, network administration, and enterprise-level technical support, including experience supporting U.S. Customs and Border Protection. Proven track record of managing escalations, coordinating response efforts during critical outages, and enhancing system performance and reliability. Adept at diagnosing and resolving complex technical issues while delivering effective end-user support in high-pressure environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Advanced Support Service Desk Analyst (Tier 2)
Tyto Athene
Springfield, VA
10.2021 - Current
- Utilized support applications to streamline tracking of user requests, ensuring efficient trouble ticket management and resolution.
- Resolved technical issues by providing first and second level assistance for computer systems, including software, hardware, and telecommunication components.
- Analyzed customer interactions to extract valuable insights regarding computer usage trends and preferences.
- Developed and implemented training sessions to elevate the analytical capabilities of Analyst I staff.
- Achieved improved border security outcomes through effective collaboration with cross-functional teams. Enhanced compliance rates by implementing streamlined processes. Fostered a culture of safety and accountability within the team.
Network Operations Analyst
Corelink Consulting
Springfield, VA
02.2021 - Current
- Monitored network systems, analyzed performance metrics, and executed maintenance updates to resolve technical challenges and improve overall stability.
- Conducted proactive issue resolution and secure design integration to strengthen overall network security and reliability.
- Led cross-functional initiatives to implement upgrades, refine configurations, and elevate overall system performance.
- Achieved improved user experience by delivering proactive support training. Cultivated effective communication strategies to enhance team dynamics. Established detailed documentation to optimize operational efficiency.
Data Entry Operator/ Receptionist
Murphy & Staats Clinic
Burke, VA
01.2018 - 04.2022
- Handled incoming calls, providing information and capturing messages to ensure prompt responses.
- Improved office efficiency by streamlining appointment scheduling, patient check-in, and mail distribution, enhancing patient flow and communication. Maintained accurate patient records through detailed transcription while ensuring a clean, professional environment to support patient satisfaction.
- Facilitated timely payment processing and statement issuance, contributing to improved financial accuracy. Strengthened communication channels with consulting and referring doctors to enhance patient information management. Streamlined clerical operations, resulting in increased office productivity.
Service Desk Analyst and Joint Activities & Accountability Center (JAAC) Team
Qbase
Springfield, VA
09.2019 - 10.2021
- Led 1st shift service desk operations for U.S. Customs and Border Protection, managing escalations, coordinating with Enterprise and Network Operations Centers, and ensuring effective communication during severity 1 outages
- Delivered responsive technical support for hardware, software, and network issues via phone, email, and web, achieving high customer satisfaction and timely resolution of VIP requests
- Improved operational efficiency by streamlining ticket logging in Remedy, documenting recurring issues, and escalating complex problems to appropriate teams
- Enhanced network performance and user productivity by onboarding new users, managing access controls, troubleshooting LAN/connectivity issues, and providing end-user training
Cashier
Taco Bell
Burke, VA
10.2017 - 04.2018
- Delivered excellent customer service in a fast-paced environment, handling high order volumes and resolving issues professionally
- Operated POS systems efficiently while ensuring accurate orders and clear communication with team members and management
- Maintained food safety and quality standards by following proper preparation, assembly, and presentation procedures
Education
Associate of Science Degree - Information Technology
Northern Virginia Community College
Annandale, VA05.2027
Skills
- Operating System: Windows XP/Vista/7/8/10, Mac OS
- Database Systems: SQL, MySQL, Access
- Call Tracking/Change Controls: Remedy, ClearCase, Service Now
- Applications: MS Office, Remote Desktop, Dreamweaver, Photoshop, Flash, Putty, Pua
Certification
- CompTIA Security + CE- Expected 2027
- System Security Certified Practitioner- Expected 2027
Timeline
Advanced Support Service Desk Analyst (Tier 2)
Tyto Athene
10.2021 - Current
Network Operations Analyst
Corelink Consulting
02.2021 - Current
Service Desk Analyst and Joint Activities & Accountability Center (JAAC) Team
Qbase
09.2019 - 10.2021
Data Entry Operator/ Receptionist
Murphy & Staats Clinic
01.2018 - 04.2022
Cashier
Taco Bell
10.2017 - 04.2018
Associate of Science Degree - Information Technology
Northern Virginia Community College
Clearance
- DHS Full BI
- Public Trust