Imran Khan

Experience

1. Tier 2 Desktop Support Specialist (United States Department of Energy)

   SAIC

   Feb 2020 — Present

   Daily resolve 10+ escalated tickets within SLA and support efforts to provide proactive support in the form of knowledgebase articles and user training. • Provide exceptional level of customer service, meeting Service Level Agreements, while working in a dynamic complex environment. • Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones, RSA SecurID tokens, and other computer and telecommunications equipment. • At least 4 years of providing desktop support in a corporate environment. • Knowledge of Local Area Networks and the TCP/IP protocol. • Perform the physical disconnect, move, and reconnect of technology hardware as required by end users. • Ability to work in a highly collaborative environment and consult effectively with employees at all levels. • Provide excellent customer service through interactions with customers via telephone, e-mail, Skype, and in person. • Assist on-site and remote employees with technical issues and first-time login to DOE system & Citrix Workspace. • Utilize McAfee ePO management console to encrypt all laptop hard drives with MacAfee Drive Encryption. • Ensure tickets are documented with current status, customer communications and full description of the problem. • Proficient with utilizing ServiceNow Request for incident management.

Education

• Houston City College

  Associate’s Degree

  2015 — 2016

• University of Houston, C.T. Bauer College of Business

  Management Information Systems

  2016 — 2018