Akhtar R.

About Akhtar R.

As a Senior IT Support Specialist at Cognizant, I apply my comprehensive technologies knowledge and over five years of experience in Windows 11, 10,7, MacOS 14, 13, 12 11 communication networks, VPNs and firewalls to support and maintain the IT infrastructure for the largest distributor of books in North America. Iam proficient in Microsoft VISIO as a tool for technical presentation and documentation. I work with the System Administrator, the Network Administrator, and the Director to assist with pcs MacBooks tables phones and server hardware, network infrastructure, active directory, Office 365, Microsoft Azure, Intune, SCCM JAMF Pro JAMF Connect, Windows Autopilot. I also set up new hires, manage security badges, document the asset management and the publishing business tools, and perform software desktop installations and upgrades. I am passionate about solving complex IT problems and ensuring optimal performance and security for the company\'s systems and users.

Experience

1. Lead Information Technology Field Engineer

   Cognizant

   Aug 2024 — Present · San Diego, CA, US

   Good experience of working in end-user support functions covering EUC and software/ OS installations and support.• Performs analysis, diagnosis, and resolution of sophisticated end-user computing problems, and recommends and implements corrective solutions.• Installs, configures, tests, maintains, monitors, and solves problems with end-user computing hardware (including desktops, laptops, printers, mobile devices, telephones, etc.) and related software.• Responds promptly to all requests for assistance and prioritizes and completes requests with a high level of customer service and within expected timeframes and/or service level agreements (SLAs)• Good knowledge of Microsoft\'s product offerings including high level capabilities and competitor products Supporting Windows 10 and MS Office 365 using System CentreConfiguration Manager (SCCM)• Develop, update, and maintain comprehensive technical documentation, including user guides, process documentation, and training materials.Ensure that all documentation is kept up to date with the latest security standard processes.• Coordinate with vendors and third-party service providers to resolve issues promptly and ensure the efficient delivery of IT services. Maintain strong vendor relationships to leverage expertise and resources when necessary.• Updates and maintains information in the ticketing system, and prepares status, activity, and project updates and reports, as requested.

Education

• Computer Science Faculty Kabul University

  Bachelor's degree

  2009 — 2012