Danish Rahil
@danishrahil
Service Desk Coordinator at FDIC handling 50–70+ weekly support calls and tickets with a 98% first-contact resolution rate.
United StatesWhat I'm looking for
At the Federal Deposit Insurance Corporation (FDIC), I handle 50–70+ inbound support calls and tickets each week through ServiceNow, achieving a 98% first-contact resolution rate. I log and track incidents in line with SLAs and triage or escalate complex issues according to SOPs.
At FDIC, I provision and maintain Active Directory accounts and led a Windows 11 migration for 800+ devices. The rollout reduced post-upgrade incidents by 25%.
At Hyatt Corporation, I served as an escalation point for Tier 2 incidents involving VoIP, connectivity, and PMS outages, contributing to a 20% improvement in uptime. I also supported internet, Wi-Fi, and application issues for guests and staff.
At Hyatt, I supported Microsoft Authenticator MFA onboarding for employees and maintained PCI-compliant operations, with zero findings during compliance reviews. I’m fully available for night, weekend, holiday, and emergency overtime coverage.
Experience
Work history, roles, and key accomplishments
Service Desk Coordinator
Federal Deposit Insurance Corporation (FDIC)
Jan 2025 - Present (1 year 9 months)
Handled 50-70+ inbound support calls and tickets weekly via ServiceNow, achieving a 98% first-contact resolution rate. Managed incidents in adherence with SLAs, contributing to 95%+ SLA compliance, and provisioned 1,000+ Active Directory accounts.
Served as escalation point for 30-50 Tier 2 incidents weekly, including VoIP disruptions and connectivity drops, improving uptime by 20%. Deployed MFA via Microsoft Authenticator and maintained PCI-compliant operations.
Education
Degrees, certifications, and relevant coursework
Microsoft
Microsoft 365 Specialist, Microsoft 365
Microsoft 365 Specialist certification, expected completion in June 2025.
Towson University
Bachelor of Science, Business Administration
2019 - 2021
Bachelor of Science in Business Administration from Towson University from 2019 to 2021.
CompTIA
CompTIA A+, Information Technology
CompTIA A+ certification.
CompTIA
CompTIA Security+, Information Security
CompTIA Security+ certification.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
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