Hanzala Sundal
Information Technology Support Technician @The 20 MSP
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WORK HISTORY
Information Technology Support Technician @The 20 MSP
Provided T1 support to 500+ clients/organizations. Identified, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, networks, firewalls and peripherals. Prioritized ticketing system flow by following SOPs and KB articles for resolution and provided thorough documentation on each customer interaction Troubleshooting of the following, though not limited to; advanced desktop issues, VPN, entry-level server support, network security, hardware and life of business support Escalated on an as-needed basis as per SOP’s to ensure customer issues were resolved in a timely fashion. Followed proper security protocols to ensure that all clients and vendors we work with are verified and supported to prevent data loss or cyber attacks Analyzed data and ticket trends to pinpoint and remediate reoccurring client issues.
EDUCATION
Collin College
Associate of Applied Science, Information Systems Cybersecurity
Collin College
Bachelor of Technology - BTech, Applied Technology in Cybersecurity
Collin College
Associate's degree, General Studies
ABOUT HANZALA SUNDAL
IT professional with 3+ years of progressive help desk and MSP experience, graduated with…
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