Nihad Chowdhury

Delivered white-glove desk-side IT support to executives and VIP personnel, achieving 95%+ first-contact resolution and minimizing downtime. Reduced escalations to Level 3 by 30% by providing advanced Level 2 support across Windows, macOS, mobile devices, and Microsoft 365, while maintaining 100% adherence to security policies.

Provided technical support and troubleshooting for client IT systems, including software applications and hardware components. Monitored network connectivity and server performance, performed upgrades/patches, and supported Office 365 administration and Azure-backed user environments during migrations.

Troubleshot and resolved client issues across hardware failures, software conflicts, and security incidents, including secure installation and maintenance of enterprise IT components. Supported Azure and Office 365 migrations and created technical documentation such as network diagrams, user manuals, and SLA artifacts.

Delivered Level 1 through Level 3 IT support for multiple client companies, including white-glove, on-site VIP assistance. Implemented new software and hardware at client sites and trained employees on configured systems based on executive requirements.

Supported multiple organizations with day-to-day break-fix ticket resolution using Zendesk ticket queues. Provided end-user assistance via Zoom, Microsoft Teams, and Webex and helped automate employee account creation for Active Directory and Office 365 admin provisioning.

Supported multiple school districts during the transition to hybrid learning environments by troubleshooting Level 1 through Level 3 issues. Assisted with G-Suite migrations and provisioned/deployed Chromebooks, tablets, and other teacher/student endpoints, while operating in a ServiceNow ticketing environment.

Provided onsite and remote service desk support using service requests and maintained user access for new and existing accounts. Provisioned accounts through Active Directory and assisted users with Salesforce issues related to data and contact management.

Served as the initial point of contact for IT support calls, ensuring requests were correctly logged and routed within the IT team. Troubleshot user computer issues, supported the Service Desk knowledge base, and used tools including Active Directory and HealthPay24.

Provided entry-level workstation and application support in a service desk environment, handling end-user requests via phone. Performed enterprise network monitoring and coordinated escalations while installing, troubleshooting, and maintaining a variety of computer systems and peripherals.

Earned a Bachelor of Science in Computer Information Systems from New York Institute of Technology, graduating in Spring 2020.