Abdul Nur Email & Phone Number

Falls Church, Virginia

-Create, modify, delete network user accounts operating on a government network. Utilize Active Directory to place accounts in proper OUs; add/modify privileges & permissions as directed-Troubleshoot hardware/software issues in order to facilitate high levels of customer work flow and ensure network connectivity-Provide configuration, installation, product suite support and troubleshooting for a myriad of computer hardware, printers, software applications, and operating systems (Windows 7 & 10)-Provide end-user support with remote assistance for an expansive range of technical issues-Provide log-on support for various governmental agencies at multiple CONUS sites-Document all issues and generate reports detailing problems and corresponding resolutions in Remedy ticketing system (Remedy Service Management Suite)-Escalate necessary issues to Tier 2, Tier 3, and Asset Manager departments/personnel-Correspond with appropriate Tier 1, 2, & 3 personnel in order to expand repertoire of hardware/software resolutions-Assist in the management of group e-mail addresses, group inboxes, group calendars, and distribution lists-Create, modify, and manage user accounts for chat room/online collaboration room -site; provide password resets and account support as necessary-Assist Help Desk Lead with training new hires after only 3 months into employment-Serve on a team of 14 Call Center staff supporting over 4,400 users-Act as primary Blackberry Support Tech for the Call Center: Execute active-syncs, password resets, activation-password setup, & troubleshoot phone/connection issues including Bluetooth connectivity problems between Blackberries & peripheral devices-After six months, encouraged by supervisors to apply for Tier 2 position (Desk Side Support)-Senior Tech on evening shift, act in leadership role as Call Center Manager and Leader are off shift; act as POC between Call Center and Tier 2 (multiple locations), various Tier 3 teams, and the End User Support group

United States

As a Tier Two Helpdesk Customer Service Representative (CSR) I act as Lead CSR and standby Supervisor. I train new hires and assist with high priority calls. The duty as Tier Two CSR consists:- Research and resolve inquires in a professional, timely and accurate manner by e-mail- Creating and editing CMS accounts on EIDM site.- Give technical support and guidance to end users experiencing difficulties with application issues- Suggest ways to improve processes - Document all inquiry activities in the appropriate reporting systems- Identify processing deficiencies and initiate corrective actions

Work extensively with information systems, system testing procedures, system issues management, networking and connectivity processes (including firewalls and VPN Systems).Research and resolve inquires in a professional, timely and accurate manner.Escalate all Tier 2 and Tier 3 inquiries and issues, based on document processes, policies, and procedures, to the appropriate help deskDocument all inquiry activities in the appropriate reporting systemsDaily use of BMC Remedy Action Request Ticketing SystemResolve inquiries to the end user’s satisfaction over the phone and email messages for the Cognosante Exchange Operation Support CenterProvide technical support and guidance to end users experiencing difficulties with application issues related to the Healthcare exchange program and CALT, ZONE, SERTS, SERVIS and CMS website systemsTrained junior members of IT team regarding call handling procedures and system operation.Created, resolved and updated over 5,000 Remedy tickets.

Falls Church, Virginia

• Work extensively with information systems, system testing procedures, system issues management, networking and connectivity processes (including firewalls and VPN Systems), system deployment processes and interface files• Research and resolve inquires in a professional, timely and accurate manner• Escalate all Tier Two and Tier Three inquiries and issues, based on document processes, policies, and procedures, to the appropriate help desk• Document all inquiry activities in the appropriate reporting systems• Daily use of BMC Remedy Action Request Ticketing System• Resolve inquiries to the end user’s satisfaction over phone and email messages for the Cognosante Exchange Operation Support Center• Provide technical support and guidance to end users experiencing difficulties with application issues related to the Healthcare exchange program and CALT, ZONE, SERTS, SERVIS and CMS website systems• Suggest ways to improve processes• Train and mentor CSRs on Remedy and phone support• Assist CSRs with VPN, Outlook, Remedy and application issues

Honolulu, Hawaii

General cleaning of spacesBeautification of Base HonoluluMechanical maintenance Mechanical repairFueling evolution Security rounds