Zaina Noorul Ameen

Carol Stream,IL

Summary

Systems and technical support professional with experience troubleshooting hardware, software, access, and connectivity issues in fast-paced, multi-client environments. Skilled in system support, user administration, documentation, and incident resolution, with a strong foundation in networking fundamentals, Windows and cross-platform environments, and a growing focus on VMware, Python, and root cause analysis.

Overview

years of professional experience

Certification

Work History

IT Specialist

Mechdyne

Naperville, IL

01.2024 - Current

Provide technical support to 200+ users across 22+ client environments, resolving hardware, software, and network-related issues
Troubleshoot connectivity issues involving TCP/IP, VPN access, DNS, and general network performance
Perform root cause analysis on recurring technical issues, improving resolution efficiency and reducing repeat incidents
Manage user accounts and permissions using Active Directory, Azure AD, and Okta
Support cross-platform systems including Windows, macOS, iOS, and Android
Use remote support tools (Bomgar, NinjaOne, Splashtop, TeamViewer, LogMeIn) to diagnose and resolve issues
Document solutions and contribute to internal knowledge base and standard operating procedures
Collaborate with internal teams to escalate and resolve complex system and infrastructure issues

IT Service Desk

Focuscope

Oak Brook, IL

08.2022 - 01.2024

Resolved user issues including password resets, account lockouts, and access permissions using Active Directory
Troubleshot hardware, software, and basic network connectivity issues (Wi-Fi, VPN, TCP/IP) to minimize downtime
Managed and documented support tickets while providing timely remote assistance and escalating complex issues as needed

Education

Associate of Science - Cybersecurity & Defense

Lewis University

Romeoville, IL

05-2024

Associate of Science - Cybersecurity

College of DuPage

Glen Ellyn, IL

05-2023

Skills

Networking: TCP/IP, Ethernet, DNS, DHCP, VPN fundamentals, network troubleshooting
Systems & Platforms: Windows 10/11, macOS, Linux/Unix (basic), iOS, Android
Directory & Identity: Active Directory, Azure AD, Okta, Google Admin Console
Virtualization & Servers: VMware (basic), virtual machines, system provisioning
Programming/Scripting: Python
ITSM & Ticketing: ServiceNow, Zendesk, FreshService, Jira, Remedyforce, KACE, InvGate, Samanage
Remote Tools: Bomgar, NinjaOne, Splashtop, TeamViewer, LogMeIn
Cloud & Endpoint Management: Microsoft Intune, Office 365