AMJAD ALI
Mount Albert,Auckland
Summary
Knowledgeable Desktop Support Analyst well-versed in Windows and Apple operating systems. Troubleshoots malfunctions, updates components and patches software for smooth software operations. Known for thriving in fast-paced environments and making efficient and informed decisions for repairs.
Overview
5
5
years of professional experience
Work History
Desktop Support Analyst
Chubb
03.2023 - 06.2023
- Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines
- Supported users with in-person, via email, by Phone and remote technical assistance
- Handled customer service issues by providing guidance or escalating for advanced support
- Resolving IT infrastructure &
- System problems across Windows, network connectivity, printers, browsers etc
- Developed and maintained strong relations with customers to meet quality expectations.
IT Specialist
Democracy Federal Credit Union
06.2022 - 11.2022
- Monitored systems in operation and input commands to troubleshoot areas
- Maintained servers and systems to keep networks fully operational during peak periods
- Patched software and installed new versions to eliminate security problems and protect data
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to promote better understanding for non-technical users.
Datacenter Technician
Amazon
02.2022 - 04.2022
- Moved and installed shelves, power strips, rails, servers, switches and other equipment
- Accepted tasks and documented status using ticketing system, time reports and email
- Identified and reported problem devices and replaced defective parts
- Recorded received products into database using asset tags information, product manufacturer, model and serial number
- Dressed and labeled cables for easy identification and traceability.
IT Support Technician
Medliminal
06.2020 - 11.2021
- Setup user accounts in Active Directory and Office 365 and assign them licenses and permissions
- Translated complex technical issues into digestible language for non-technical users
- Used ticketing systems to manage and process support actions and requests
- Monitored systems in operation and quickly troubleshot errors
- Documented support interactions for future reference.
IT Technician
Pentor
06.2018 - 01.2020
- Created help desk tickets, troubleshoot and resolved desktop issues
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments
- Assigned system permissions and set up computers to assist with onboarding new employees
- Documented repair processes and helped streamline procedures for future technical support actions.
Education
Associate - Information Technology
Northern Virginia Community College
Skills
- Application Installations
- Analysis & Troubleshooting
- Computer/Mac/Printers Diagnostics
- Customer Service Support
- Security Certification
- Jira, Spiceworks, ServiceNow
- Citrix, Voip Technology
- Remote Technical Support
- Servers Patches and Visualisation
- MS Office 365, Azure AD, MS Exchange
- Manage engine/SCCM
- Organizational Skills
- Hardware and Software Repair
Timeline
Desktop Support Analyst
Chubb
03.2023 - 06.2023
IT Specialist
Democracy Federal Credit Union
06.2022 - 11.2022
Datacenter Technician
Amazon
02.2022 - 04.2022
IT Support Technician
Medliminal
06.2020 - 11.2021
IT Technician
Pentor
06.2018 - 01.2020
Associate - Information Technology
Northern Virginia Community College