Zohair Khan
@zohairkhan
I resolve high-volume technical support incidents, manage user access, and keep service requests within SLA targets.
United StatesWhat I'm looking for
I'm currently supporting internal and external customers at Brillio, where I create and log roughly 120 ServiceNow tickets weekly while maintaining 95% SLA performance. I also manage Document Management System access, password resets, and detailed incident documentation.
Previously at Stride/K12, I resolved 7 to 8 tickets per day at 100% SLA across phone, Microsoft Teams, and remote sessions. I administered Active Directory accounts, prepared new hires for day one, and troubleshot Windows, Microsoft 365, peripherals, and network connectivity.
My work also includes resolving incidents in SES's 24/7 network operations center, performing root cause analysis for RF and IP systems, and coordinating recurring issues with engineering teams. At TransDev, Swissport, and United Airlines, I supported high-volume end-user requests and live operational environments under time pressure.
I bring hands-on experience with ServiceNow, Jira, ITIL workflows, Active Directory, Microsoft 365, remote support, network diagnostics, and technical documentation. I'm continuing my B.S. in Computer Science and hold AWS Certified Cloud Practitioner certification.
Experience
Work history, roles, and key accomplishments
Service Desk Analyst
Brillio
Apr 2025 - Present (1 year 5 months)
Serve as first point of contact for internal and external customers, creating and logging roughly 120 tickets per week at 95% SLA. Provision user access, perform password resets, and document incidents in ServiceNow using ITIL workflows.
Education
Degrees, certifications, and relevant coursework
Western Governors University
Bachelor of Science, Computer Science
Pursuing a Bachelor of Science in Computer Science.
Northern Virginia Community College
Information Technology
Completed coursework in information technology.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
Interested in hiring Zohair?
You can contact Zohair and 90k+ other talented remote workers on Himalayas.
Message ZohairGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
