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Shefat Rahman

@shefatrahman

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Help Desk Service Technician at Purvis System supporting FDNY emergency response and NYPD 911 call center systems.

United States

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What I'm looking for

I'm eager to grow within a dynamic IT team and contribute to seamless end-user experiences.

At Purvis System, I provide operational support for Fire CAD, EMSCAD, and EMD platforms supporting FDNY emergency response operations. I also support the NYPD 911 call center environment and track incidents in ServiceNow.

At Essen Health, I supported a Windows 11 migration with imaging, deployment, and post-upgrade troubleshooting, and tracked devices using Asset Panda. At Mount Sinai, I delivered deskside and field support and deployed laptops and desktops.

As a QA Analyst at BNY Mellon, I executed test cases, validated data, and reviewed requirements and use cases documented in JIRA. I hold a CompTIA A+ Certification and a B.S. in Computer Engineering.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Service Technician

Current

Purvis System

Jan 2026 - Present (9 months)

Provide operational support for public safety systems including Fire CAD, EMSCAD, and EMD platforms, and support infrastructure for NYPD 911 call center operations. Track incidents in ServiceNow and use RDP for remote support.

ServiceNow RDP Fire CAD EMSCAD EMDs Incident Management Remote Support Data Center Monitoring

Desktop Support

Essen Health

Jul 2025 - Nov 2025 (4 months)

Managed IT support tickets through ITSM, handled 10-15 tickets daily, supported Windows 11 migration, and tracked devices using Asset Panda. Provided remote desktop assistance via NINJA One and worked on network infrastructure.

ITSM Windows 11 Asset Panda NinjaOne Remote Desktop Troubleshooting Network Infrastructure

IT Support

Mount Sinai

Feb 2025 - Jun 2025 (4 months)

Managed IT equipment in tech rooms, delivered deskside and field support for hardware, software, network, and AV issues. Deployed and configured laptops and desktops, including imaging and domain joining.

Hardware Support Software support Network Troubleshooting A V Support Imaging Domain Configuration Vendor coordination

Freelance IT Technician

Self Employed

Mar 2024 - Oct 2024 (7 months)

Provided remote and on-site technical support for clients, including hardware diagnostics, software installation, and system optimization. Configured routers, printers, and performed system imaging and data backup.

Hardware Diagnostics Software Installation System Optimization Router Configuration Printer Setup Antivirus System Imaging Data Backup

Quality Assurance (QA) Analyst

BNY Mellon

Jun 2023 - Dec 2023 (6 months)

Analyzed, developed, documented, and validated QA work product per business requirements as part of SDLC. Executed test cases in QA environments and participated in developing software test plans.

QA SDLC Test case execution Data Validation Jira Test Planning

Cadet

New York City Police Department

Jul 2019 - Jul 2022 (3 years)

Provided first level desktop and technical support for end point devices, printers, and secure communication systems. Managed incoming emergency calls and entered data into dispatch systems.

Desktop Support Printer Troubleshooting Emergency Call Handling Data Entry Office Equipment Maintenance

Customer Service Representative

Domino's Pizza

Sep 2017 - Jul 2019 (1 year 10 months)

Answered phone calls to place orders and communicated orders with the chef team. Dispatched delivery drivers and processed register transactions ensuring accurate billing.

Customer Service Order Processing Dispatch Cash Handling

Tutor and Advisor

Summer Youth Employment Program

Jun 2016 - Aug 2017 (1 year 2 months)

Addressed behavioral issues and monitored 10-15 students' progress. Developed lesson plans, quizzes, and worksheets to prepare students for exams and communicated with parents.

Tutoring Lesson Planning Student Monitoring Parent Communication