Saeed Islam Email & Phone Number

Remote

• Created, updated, resolved, and escalated customer tickets in ServiceNow ticketing system • Ensured problem ownership, escalated issues through proper channels • Provided reassurance to end users when delivered solutions and diagnosed issues • Advised management of potential risks that may have impacted customers and the environment • Created, removed, and added users to our mobile devices in AirWatch MDM• Promoted end-user satisfaction in adherence to established performance metrics• Supported and troubleshooted Windows and Mac hardware technologies• Created spreadsheet to keep track of open, resolved, closed tickets

Mclean, Virginia, United States

• Assisted with temporary position to encrypt 500 computers for a fortune 100, corporate environment• Participated in project planning to meet company’s goal• Performed encryption to both MacBook and Windows• Tracked performance metrics for daily reporting

Troy, Michigan, United States

• Resolved technical issues by troubleshooting end users via phone, email, chat, and onsite• Documented support tickets and closed when issues were resolved• Received and resolved 30 calls per day with over 3000 users using Service-Now ticketing system• Had the ability to work independently and to initiate administrative improvements• Offered Mobile Phones assistance to users with technical related issues• Offered Microsoft Word, Excel, PowerPoint, and Outlook assistance to end users• Used Outlook, enabled items, calendar appointments, out-of-office message, email groups with rights, email accounts, and performed security patches• Escalated more complex issues to a higher level of support • Offered troubleshooting assistance to all users using Microsoft 2016 and Windows10• Performed password resets and elevated access rights to all users using Active Directory• Assisted printers & faxes issues by resolving connection issues, toner and paper jams• Installed desktops computers, laptops, monitors, printers, faxes, keyboards, speakers, and software to all new users at assigned department

Detroit, Michigan, United States

• Communicated with students to assess and address their individual needs, providing them with timely and quality support via phone, email and chat• Received and resolved calls per day with Remedy as ticketing system• Performed both hardware and software installations while doing major PC rollout• Recorded new PC installs and/or upgrades into MS Excel Asset Inventory Database• Upgraded various laptops and desktops to the latest patches and Antivirus software• Installed and assisted in installation of hardware and peripheral components equipment • Responded to client inquiries concerning systems operation and diagnosed system hardware, software, and operator problems• Performed systems maintenance and upgraded as needed, including backups and restores

Bachelor'S Degree, Information Technology

Associate'S Degree, Computer Science