Syed
IT Support Specialist | CompTIA Security+ & CCNA Certified | Microsoft Intune & Power BI Expert | Tier 1/2 Help Desk
- Role
- IT Support Technician at Santcore Technologies
- Location
- Manassas, VA, US
- LinkedIn followers
- 500 followers
About Syed
Professional Summary Public Safety Officer in a hospital environment, supporting…
Experience
IT Support Technician
Apr 2025 — Present · Houston, TX, US
Provided IT support services at Santcore Technologies, I provide comprehensive technical support to 50+ end-users while maintaining systems and optimizing workflows. My responsibilities span the full support lifecycle, from resolving 50+ weekly tickets via Spiceworks Cloud Help Desk (achieving 97% first-call resolution and exceeding SLAs by 12%) to deploying Windows 10/11 workstations using Autopilot imaging. I specialize in Office 365 application support (Teams, Outlook, OneDrive) and Entra ID configurations, having reduced workstation setup time by 35% through standardized deployment processes. Installing/configuring multi-vendor hardware (HP/Lexmark printers, Fujitsu scanners, Logitech conference systems). Troubleshooting network issues (TCP/IP, DNS, DHCP) using Wireshark and Meraki analytics. Managing Active Directory tasks including user provisioning, security group assignments, and Group Policy updates Implementing mobile device management via Intune (50+ iOS/Android devices enrolled) and MFA solutions (DUO, Microsoft Authenticator). Skilled in deploying, maintaining, and resolving issues on MacOS and Windows 10/11 devices. Comfortable working with MacOS, including setup, configuration, and resolving technical issues. I’ve driven process improvements by creating 15+ ITGlue knowledge base articles that reduced repeat tickets by 30%, while also conducting end-user training sessions on security best practices. My collaboration with the SOC team on Defender for Endpoint alerts and development of PowerShell scripts for task automation have contributed to more efficient operations, saving 5+ work hours weekly.
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