SUMMARY:

• Confidential is a Comptia A+ certified IT Professional Technician. A Old Dominion Alumni with a degree in Sociology and Criminal Justice. Shakir's passion for IT has motivated him to continue his IT education in order to better serve end users and companies. Most of his experience has come from interning at MPD, working in Computer Forensics, and at the IT Help Desk.
• I am A+ certified and have a BS in Criminal Justice and Sociology. For new opportunities please contact me at confidential or through this profile.

EXPERIENCE:

Help Desk Tier 2 Specialist

Confidential

• Provided technical support and assistance to end users on issues related to computer systems, hardware or software.
• Troubleshot and triaged IT issues.
• Researched and analyzed issues and verified data for each ticket assigned.
• Provided professional, courteous, and knowledgeable customer service in accordance with Service Level Agreements.
• Ensured timely feedback in responding to calls and inquiries from clients.
• Participated on special projects and teams when required.
• Created documentation when required.
• Remained current on application/software changes and updates.

Confidential

Help Desk Tier 2 Specialist

• (9 months) Supported clients filing online incentive auction applications using the FCC’s online software Integrated Spectrum Auction System (ISAS).
• Provided telephone support to customers experiencing technical difficulties filing an online application using ISAS.
• Effectively communicated with clients in a Windows environment and Mac environment.
• Provided instruction with clarity and understanding to troubleshoot various web browsers and operating system issues.
• Assumed additional responsibilities as Technical Advisor providing guidance and training to Tech Support Staff.
• Escalated issues as needed and maintained communication with customer and Development teams. Extensively utilized Remedy to record and track issues.
• Created and managed RSA token database accounts for over 800 corporate media clients.
• Tested and reviewed revisions/updates of remedy before final implementation.

Confidential

Help Desk Tier 2 Specialist

• Maintained control of and accounts for whereabouts and safety of children and youth.
• Planned activities for program participants and guided activities in a leadership capacity.
• Contributed to establishing a program to promote positive child and youth interactions.
• Prepared, arranged, and maintained indoor and outdoor activity areas and materials to accommodate daily schedule.
• Interacted with children and youth using approved child guidance and youth development techniques.
• Supervised children and youth during daily schedule of indoor activities, on field trips, outings, and special events.
• Promoted and modeled safety, fitness, health and nutrition practices.

Confidential

Help Desk Tier 2 Specialist

• Handled undeliverable mail in accordance with established procedures.
• Delivered and collected mail on foot or by vehicle under varying road and weather conditions in a prescribed area.
• Maintained professional and effective public relations with customers and others; and having a general familiarity of postal laws, regulations, products and geography of the area.
• Furnished customers with postal information and provided change of address cards and other postal forms as needed.
• Reported to supervisor all unusual incidents or conditions relating to mail delivery, including condition of street letter boxes and centralized delivery equipment.

Confidential

Help Desk Tier 2 Specialist

• Received incoming inventory, choosing store locations and organizing new inventory.
• Monitored stock and inventory, mapped and planned replenishment needs of the store.
• Provided excellent customer service by meeting the needs of the customers.
• Increased sales by qualifying customers based on specific needs, utilizing effective selling skills to strengthen IKEA’s position as the best home furnishing store.
• Responsible for caring for department’s plants.
• Removing dead plants, watering plants once a week or when needed, and replenishing stock of plants throughout the store.

Confidential

Help Desk Tier 2 Specialist

• Responded to questions from patrons
• Assisted teachers and students with finding library resources such as books, reference materials, electronic journals and audiovisual equipment.
• Maintained periodicals, reference materials and library collections.
• Offered training in research techniques for online sources.
• Performed regular cataloging of new acquisitions, maintaining accurate data and building a strong knowledge base of the library’s materials.
• Sorted returned items using the Dewey Decimal system.

Confidential

Help Desk Tier 2 Specialist

• Investigated and processed insurance claims filed by those affected by Deep Water Horizon disaster.
• Responsible for interviewing claimants and witnesses to gather pertinent information for claims.
• Proper analysis and verification of claims and documentation, to ensure data integrity.
• Responsible for scanning a backlog of Vessel Certification data as part of an imaging project to have COFR files automated for ease of access for both telecommuting and in support of contingency operations planning.
• Managed troubleshooting, file - backups, regular updating, retrieval of data from database when required, and maintained confidentiality regarding the information being dealt with.