Summary
Overview
Work History
Education
Skills
Personal Information
Certifications
Timeline
Generic

Yaseen Khan

Summary

A results-driven and expert IT professional with 3 years of experience in a combination of both Helpdesk Support and Windows System Administration. With a total of 6 years in various information technology roles, I bring a diverse skill set to the position. Holding certifications in A+ CompTIA and extensive knowledge in Windows System Administration, my hardworking and proactive attitude positions me as an asset for an entry to mid-level Helpdesk Technician or an entry level System Administrator. I am deeply passionate and driven to continually enhance my technological knowledge, elevating my skills and experience. A quick and dedicated learner, I approach each opportunity with full attention, discipline, and a positive mindset.

Overview

14
14
years of professional experience

Work History

IT Help Desk Support

Agency - 22nd Technologies, Inc.
McLean, VA
12.2020 - 01.2024
  • Deployed and configured client systems such as PCs, printers, system software, software applications , routers, switches and firewalls.
  • Set up and maintained VMware virtual environment and strong knowledge in Hypervisor and Oracle VirtualBox.
  • Worked with Active Directory server to created and configured users accounts, groups - domain local, global and universal, ACL to set permissions associated with objects such as file/folders or active directory objects.
  • Utilized SCCM for streamlined Windows 10 OS deployments and automating tasks, such as patch management and software distribution.
  • Used legacy service WINS resolving NetBIOS names to IP addresses but mostly worked on DNS.
  • Simplified access to folders/files located on different servers using DFS.
  • Managed security settings, desktop configurations and other parameters for users and computers within Active Directory using GPOs.
  • Collaborated with teams to understand and define KPIs relevant to our goals.
  • Helped deploy and manage resources in Microsoft Azure, configuring virtual machines and setting up Azure services.
  • Used RDP for remote desktop access with RDCM to manage and handle multiple remote desktop connections simultaneously.
  • Physically install and configure hardware components like motherboards, CPUs, RAM, storage drives, network adapters, and other peripherals. This involves ensuring proper compatibility, connection, and configuration within the system.
  • Used Jira ticketing system.
  • Used Nitenite Pro application to performed automated batch installations and updating multiple applications simultaneously.
  • Performed enablement of TPM and trained users how to encrypt files or storage drives through Bitlocker feature/tool.
  • Resolved CPU issues such as bent CPU pins, overheating CPUs, and poorly seated CPU issues.
  • Resolved many issues related to mass storage RAID such as RAID not found, RAID not working, read/write failure, slow/sluggish performance, loud clicking sound, failure to boot, drive not recognized, bootable device not found and missing drives.
  • Corrected OS issues such as OS not found and continuous reboot.
  • Troubleshooted display technologies, expansion cards, network cards, wireless connections, internet connection, mobile device, and printers (local and network).
  • Created and managed new users, groups, Org units and associated permissions using Active Directory - disable account, reset password, unlock accounts, configure logon hours for users etc.
  • Troubleshooted and resolved network issue related to no connectivity, IP conflict, limited connectivity, rogue DHCP server, intermittent connectivity, slow transfer/network speeds/lack of or slow access to resources.
  • Monitored system performance to ensure optimal operations and identified potential issues.
  • Quick learner when it comes to adapting to new technologies.
  • Document the findings, actions and outcomes.

QA Tester

Celergo– ADP Company
03.2019 - 11.2020
  • Performed Regression Testing/Smoke Testing before releases, and after every build to ensure the stability and reliability of the application after each change
  • Worked closely with developers to reproduce and troubleshoot reported issues
  • Reported defects in Jira with screenshots, test data, steps to reproduce, expected and actual results, timestamp, and URL to help developers understand the issue
  • Participated in Sprint refinement meeting/product backlog grooming where product owner presents the PBIs to the team, discussed the PBIs and clarified any ambiguities in understanding requirement and estimated the effort required to implement the PBIs(story points)
  • Participated in sprint planning to prioritize issues types/user stories/bugs/subtasks and move them from the product backlog to the active sprint and assigning tasks
  • Participated in retrospective sessions to identify what went well, what went wrong, and what can be improved in the next sprint

Junior Salesforce Support

AFX Inc
Waukegan, IL
09.2017 - 03.2019
  • Daily administration and support of Salesforce which includes but not limited to OWD settings, role hierarchy, sharing rules, manual sharing rules, custom & standard objects, fields, record types, page layouts, complex workflow rules, process builder, screen and auto launched flows, managing access of reports/dashboards through folders, approvals and validation rules
  • Worked with case assignment rules, lead assignment rules, global action, objective specific actions
  • Worked with Service Cloud technology and on-premises infrastructure integration for Salesforce.com
  • Designed, setup and maintained Salesforce standard objects, custom objects and junction objects, while also structuring user roles, security profiles and workflow rules
  • Created tabular, summary and matrix reports and set up report email schedules for higher management.

Technical Support Call Center Representative

LifeWatch Inc
Rosemont, IL
11.2009 - 09.2017
  • An unwavering commitment to customer service and patient care, with the ability to build productive relationships, resolves complex issues, and dealing with activating EMS services (Fire, Police and Ambulance) for patient in need.
  • Interacting with EMS to forward all necessary information of the patient.
  • Using sound judgement within best practices while making quick decisions.
  • Documentation of all incidents with full, accurate, clear and to the point details.
  • Resolve issues related to patient heart monitor by remotely accessing their device.
  • Managing technical accuracy in receiving patient data through cell phone monitoring.
  • Handle customer inquiries, complaints, and extension/service requests.
  • Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
  • Walking them through the process of putting on the heart monitor, explaining the device and its care throughout the patient’s service.
  • Focus on providing proactive support to ensure that the patient receives the ultimate gold standard experience throughout the duration of their service.
  • Effectively resolved technical and non-technical issues through effective communication.
  • Documented problems/resolutions and provided overall assistance in daily administration.
  • Strategic-relationship/partnership-building skills, listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
  • Resolve issues related to patient heart monitor by remotely access.

Education

Associates Degree in Applied Sciences -

Oakton Community College

Skills

  • OS: Windows 81, 10, 11, Windows Server 2016, 2019, Linux Ubuntu/CentOS/Redhad, and Oracle
  • PM: Agile Methodology Frameworks (Scrum and Kanban)
  • Ticketing System: Jira
  • Languages: PowerShell, SCCM, Linux Scripting in Bash, Python, JavaScript, HTML and CSS
  • Databases: MS SQL Server, MySQL

Personal Information

Citizenship: U.S. Citizen

Certifications

  • A+ CompTIA Certification

Timeline

IT Help Desk Support

Agency - 22nd Technologies, Inc.
12.2020 - 01.2024

QA Tester

Celergo– ADP Company
03.2019 - 11.2020

Junior Salesforce Support

AFX Inc
09.2017 - 03.2019

Technical Support Call Center Representative

LifeWatch Inc
11.2009 - 09.2017

Associates Degree in Applied Sciences -

Oakton Community College

Similar Profiles

CREATE PROFILE
Yaseen Khan