Taisir Islam
@taisirislam
IT support technician excelling in troubleshooting and customer service.
United StatesWhat I'm looking for
I am an IT support professional with a Bachelor’s in Business Economics and a minor in Information Systems, who brings over four years of combined customer and technical support experience. I deliver reliable Tier 1 and Tier 2 support across hardware, software, and network systems while maintaining high customer satisfaction.
At the University of California, Riverside and TechMD, I resolved high volumes of tickets, supported hundreds of devices during refresh cycles, and collaborated with engineers and vendors to reduce escalation times. I also create and maintain knowledge base documentation to improve onboarding and first-contact resolution.
I am proactive, detail-oriented, bilingual (Spanish & Bengali), and experienced with ServiceNow, AWS, Windows, and macOS environments. I seek opportunities to continue improving user experience, system reliability, and operational efficiency.
Experience
Work history, roles, and key accomplishments
URTier 2 IT Support Technician
University of California, Riverside
May 2025 - Present (7 months)
Delivered Tier 1 and Tier 2 technical support for 400+ campus end users, resolving 30+ tickets weekly and achieving a 95% customer satisfaction rating; reduced escalation time by 15% and deployed 120+ devices during refresh cycles.
IT Field Support Technician
TechMD
Dec 2024 - May 2025 (5 months)
Performed on-site diagnostics, repairs, and preventive maintenance for client devices, reducing downtime by 30% and decreasing system failures by 25% while resolving 90% of escalations within 24 hours.
URIT Help Desk Technician
University of California, Riverside
Apr 2023 - Dec 2024 (1 year 8 months)
Managed ServiceNow ticketing and support for 50–100+ users monthly, maintained 500+ user accounts with 99% accuracy, and resolved 95–98% of technical and network issues rapidly to sustain a 98% satisfaction rate.
Education
Degrees, certifications, and relevant coursework
URUniversity of California, Riverside
Bachelor of Arts, Business Economics (Minor: Information Systems)
2020 - 2024
Completed a Bachelor’s degree in Business Economics with a minor in Information Systems, focusing on the intersection of business analysis and IT support.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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