Abdul - IT Support Specialist with 4+ years in Tech Industry

Proficient in troubleshooting hardware, software, and network issues across multiple platforms and devices.

Experienced in configuring and supporting Cisco routers, switches, Aruba access points, and basic network troubleshooting.

Skilled in managing user accounts, permissions, password resets, and group policy implementation.

Familiar with using ServiceNow for ticket logging, prioritization, and resolution to ensure efficient IT support.

Delivered Tier 1 and Tier 2 technical support for end users via phone, remote tools, and onsite assistance.. Troubleshooted and resolve hardware issues related to desktops, laptops, printers, and networking equipment including LAN infrastructure, and VPN connectivity.. Performed operating system updates, software installations, system imaging, patch management, and hardware upgrades to optimize system performance and security and deployed laptops, desktops, and loaner devices following company standards.. Managed Active Directory tasks including account unlock, password resets, permissions, and network drive access.. Installed, configured, and troubleshot hardware, software, VPNs, and peripherals.. Monitored and resolved incidents and service requests using ServiceNow, ensuring compliance with SLA guidelines.. Communicated clearly with users regarding issue status, resolutions, and next steps.. Assisted senior support staff with escalations and complex troubleshooting.

Installed, upgraded, and performed basic configuration and troubleshooting of Cisco routers, switches, and Aruba access points.. Supported IOS upgrades and documented hardware and software changes accurately.. Worked with enterprise networking equipment including Cisco 9300, 3650, 9200L, 9500, ISR 4331, ASR 920, and FortiGate firewalls.. Labeled, documented, and maintained network devices according to operational standards.

Set up new user workstations and maintained user accounts.. Performed antivirus updates and system maintenance.. Conducted on-site client support and interacted directly with end users.. Assisted with backup and recovery for Windows Server 2008.. Configured WatchGuard Firebox routers, D-Link managed switches, and wireless access points.

Provided Tier 1 support using ServiceNow through phone, email, chat, and remote tools.. Troubleshot hardware, software, network, VPN, Citrix, printer, and email issues.. Logged, prioritized, and resolved incidents while maintaining ownership through resolution.. Escalated complex issues to Tier 2 teams and collaborated on problem resolution.. Followed SOPs and contributed to service desk process improvements.. Supported system updates, patches, and vendor releases.