Zakir Faizi
Silver Spring,MD
Summary
With over 5 years of experience in IT Support and Application Analysis, I excel in managing and optimizing systems, resolving complex technical issues, and delivering exceptional user support. My expertise includes MongoDB optimization, AWS Cloud, Azure, and system deployment, paired with strong troubleshooting and communication skills. I’m dedicated to reducing operational costs, streamlining workflows, and making technical interactions more accessible for users.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Application Support Analyst
Sakari
10.2023 - Current
- Provided first-line support to end-users, resolving application issues efficiently using Zendesk and Jira.
- Diagnosed and resolved technical issues, collaborating with development teams on complex problems like MongoDB optimization.
- Delivered exceptional customer service with clear, courteous, and timely assistance.
- Monitored application performance with Grafana and AWS Cloud tools, proactively addressing potential bottlenecks.
- Performed routine maintenance, including MongoDB scaling, to enhance stability and security.
- Documented support processes, developed training materials, and shared knowledge with the team.
- Conducted software application and disaster recovery testing to ensure business continuity.
- Worked closely with developers, analysts, and project managers to expedite incident resolution.
IT Support Tier II
Evolver Inc Contractor to AOC
12.2021 - 09.2023
- Provided expert technical support across hardware, software, network, and peripherals, ensuring minimal downtime.
- Managed laptop/desktop imaging, configuration, and deployment across campus locations.
- Implemented and supported Duo Mobile for two-factor authentication and CyberArk for privileged access management.
- Performed routine maintenance, system updates, and hardware upgrades to optimize performance and security.
- Utilized MECM for software deployments, patch management, and managed data protection with CrashPlan and USB encryption.
- Installed and configured VoIP devices, full seat setups, and ensured proper Organizational Unit placement.
- Offered remote support, adhered to Federal SOPs for asset management, and maintained detailed records of IT requests.
- Collaborated with IT teams to resolve complex issues, improve infrastructure, and provided end-user training on IT best practices.
- Demonstrated strong interpersonal skills for effective communication and customer service.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
IT Support Engineer
Geico
09.2019 - 10.2021
- Managed laptop imaging, hardware/software configuration, and VPN/McAfee troubleshooting to optimize user experience.
- Provided efficient remote troubleshooting and utilized Active Directory for user management.
- Created and archived Remedy/Smart IT templates to enhance process efficiency.
- Delivered VIP concierge services, including lease returns, swaps, and new user deployments.
- Ensured first contact resolution to reduce user downtime and trained new employees for smooth onboarding.
- Analyzed metrics to recommend team performance improvements and supported secure remote access via AnyConnect VPN.
Education
Bachelor of Science -
University of Maryland Global Campus
College Park, MD12.2024
Associate of Science -
Prince George's Community College
Largo, Maryland05.2023
Skills
- IT Support Specialist Technical Troubleshooting & User Support
- Proficient in Active Directory with expertise in resolving complex technical and MAC issues
- Advanced knowledge in handling assets, SCCM, M365, Cireson, ServiceNow, Remedy, Intune MDM, Cloud Computing, Jira, MongoDB, Azure, and printer support
- Skilled in Java and Python coding, IT ticketing systems, and Service Manager
- Adept at working independently and collaboratively to diagnose and resolve issues
Certification
- CompTIA Security+, 08/2024
- Completion of AWS-Foundation Training, 12/2020
Timeline
Application Support Analyst
Sakari
10.2023 - Current
IT Support Tier II
Evolver Inc Contractor to AOC
12.2021 - 09.2023
IT Support Engineer
Geico
09.2019 - 10.2021
Bachelor of Science -
University of Maryland Global Campus
Associate of Science -
Prince George's Community College
- CompTIA Security+, 08/2024
- Completion of AWS-Foundation Training, 12/2020
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