Open to opportunities

Faysal Iqbal

@faysaliqbal

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IT support analyst with extensive experience in technical troubleshooting.

Zimbabwe

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What I'm looking for

I am looking for a role that offers growth opportunities and values teamwork.

I am an IT support analyst with over 5 years of experience in providing exceptional technical support and troubleshooting for various organizations. My journey began with an Associate's degree in IT, followed by a Bachelor's degree from George Mason University. I have honed my skills in service desk operations, ensuring that I act as a single point of contact for all IT-related issues, managing incidents efficiently and effectively.

Throughout my career, I have worked with notable companies such as INOVA Hospitals and Southwest Airlines, where I have consistently met and exceeded performance targets. My expertise lies in utilizing ticketing systems like ServiceNow, managing user support, and providing desktop support for C-level executives. I take pride in my ability to analyze and resolve technical issues, ensuring a seamless experience for users while maintaining a high level of customer service.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Analyst

Current

INOVA Hospitals

Mar 2020 - Present (5 years 4 months)

Acted as a single point of contact for all incoming calls and emails from customers regarding IT issues and queries. Provided 2nd line support, troubleshooting IT-related problems for the firm's core systems, ensuring issues were logged with the required information.

ServiceNow ITIL Troubleshooting Customer Service SLA Management Root Cause Analysis Documentation Communication Ticketing Systems Technical Support

Service Desk Analyst

Southwest Airlines

Mar 2019 - Present (6 years 4 months)

Assisted with the detection and recording of possible problems, and provided user support for various airline applications, especially for customer service agents. Worked on tickets in ServiceNow and maintained accurate hardware and software inventory.

ServiceNow Incident Management Problem Management Inventory User Support Communication Ticketing Systems Airline Applications

IT Helpdesk Support Analyst

Freddie Mac

Aug 2017 - Present (7 years 11 months)

Provided C-level and end-user desktop support via telephone, email, remote management, and in person. Created, managed, and resolved tickets using the ServiceNow ticketing system, and offered Office 365 support including maintenance and account provisioning.

ServiceNow Office 365 Active Directory SharePoint)Exchange Desktop Support Troubleshooting

IT Helpdesk Support Analyst

DXC Technologies

Aug 2016 - Present (8 years 11 months)

Provided basic troubleshooting with SCCM, hardware, and software applications like Microsoft Office 2016 and McAfee Encryption for over 300 end users. Utilized ServiceNow for ticket monitoring and supported users with computer issues and software.

SCCM Microsoft Office Cisco AnyConnect ServiceNow Data Migration Active Directory Troubleshooting

Education

Degrees, certifications, and relevant coursework

NOVA Community College

Associates in IT, Information Technology

Completed an Associate's degree focusing on Information Technology. Gained foundational knowledge in various IT concepts and applications.

George Mason University

Bachelors in IT, Information Technology

Pursued a Bachelor's degree in Information Technology, expanding on core IT principles. Developed advanced skills in areas such as networking, systems administration, and software applications.