Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Zahid Hasan

It Support Specialist
Endicott,NY

Summary

Profile and Technical Skills (over 3 years of experience) Experience in managing End-User Technical Support for escalated tickets in a large-scale Environment. Advanced in Active Directory providing role and managing access. Ability to quickly analyze problems and develop solutions; Versed with Service Desk Tools (Service Now & Remedy) to support and manage automated Service Desk transferred tickets Service activities.

Overview

4
4
years of professional experience
2
2
Certifications

Work History

Tech support

Ricardo
, NY
06.2021 - Current
  • Manage service support team that provides support for many software’s that includes mainly POS, printer, ticketing systems and other software’s in the organization
  • Manage technical assistant and support team for incoming queries and issues related to computer systems, software, including hardware incidents
  • Monitor all requests/incidents and assign to correct group, Keeping Team aware and apprised of trend in tickets that could potentially be a Major issue in restaurant system
  • Maintained and utilized remote management software, assigning, and applying software licensing
  • Conducted first level diagnosis of basic phone, cell phone, iPad and mobile hotspot issues and connecting users with correct vendor support as needed
  • This includes onsite troubleshooting and equipment deployment
  • Responsible for running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
  • Trained employees on new technologies, new releases, upgrades and IT policies and procedures
  • Maintained conference room cameras, speaker phones, TVs, projectors, and PA system at company events
  • Installed printers, installing, and updating user endpoint software, drivers, and Windows updates
  • Helped IT Manager with other tasks as needed.

Technical Specialist

Tabernacle LLC
, New York
02.2019 - 01.2021
  • Responsible for day-to-day activities of support operations to ensure end users and external customers receive the support
  • Worked both individually and collaboratively on our day-to-day support operations, to provide excellent service to our employees
  • This includes answering ticket cases, chats, calls, and video conferences to provide:
  • Provided hands-on and remote user assistance, by installing, configuring, and maintaining IT related computers and equipment
  • Utilize and manage MDM systems
  • Helped and hands-on support to local networking equipment
  • Ensured client applications stay up and running, and offer technical support (directly or in front of the global support teams) when they don’t
  • Worked together with the global teams to resolve big-ticket issues, and maintain good customer service
  • Managed user access and permissions to Via’s Cloud apps on a rolling basis as our team continues to grow
  • Ensured a positive and smooth onboarding experience for new employees by setting up their tools and technology
  • Similarly manage offboarding for outgoing employees
  • Responsible for tracking incidents to conclusion, in line with our SLA’s and quality standards
  • Continually measured, monitored, and worked to drive down our incident levels
  • Worked with our business operations team to help set up new Via offices across the US and abroad.

Skills

Strong interpersonal, customer relation and communication skills;undefined

Certification

Google Coursera IT Support Certificate

Timeline

Google Coursera IT Support Certificate

05-2023

Udemy Tech Support Certificate

04-2023

Tech support

Ricardo
06.2021 - Current

Technical Specialist

Tabernacle LLC
02.2019 - 01.2021

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Zahid HasanIt Support Specialist