Kazi Anjum
Peachtree Corners
Summary
Dedicated IT professional with 5+ years of experience providing IT support and maintenance. Managed 20+ cases daily for on- site and remote users. Familiar with ITSM and ITIL.
Overview
6
6
years of professional experience
Work History
IT Support Specialist
North Shore Animal League America
03.2023 - Current
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
- Assisted in successful migration to a new server platform with minimal interruptions to business operations.
- Managed user accounts and group policies in Active Directory for 500+ users to ensure system performance and security compliance
- Implemented enhancements to support processes resulting in 94% end-user satisfaction rate
- Resolved critical issues for 500+ users on 24/7 on-call basis, including weekends
- Updated IT support documentation and user guides, leading to 15% decrease in tickets
- Experience in hardware and software support for end-users
- Proficient in Microsoft Office applications and mobile apps
- Assisted with physical office moves and end-user setups
- Assisted with printer and scanner installations and management
- Determined equipment and licensing needs for incoming employees
- Administered, created, and managed Active Directory, Office 365
- Disabled all user access and collected equipment during offboarding
Customer Service Representative
Best Buy
06.2021 - 05.2023
- Improved operational efficiency and user satisfaction by efficiently managing user accounts and various software applications
- Resolved technical issues quickly and efficiently to meet end-user needs
- Installed and managed printer and scanner installations
- Communicated with users regarding their tech issues
- Visited offices to resolve on-site issues
- Traveled to other offices/markets as needed
Support Specialist
American Airlines
09.2018 - 03.2020
- Optimized American Airlines app, enhancing user functionality and increasing user retention by 50%
- Resolved an average of 60 weekly technical issues for end-users, achieving a 95% satisfaction rate
- Assisted with desk and mobile phone support
- Troubleshoot and resolved technical issues as needed
- Maintained detailed documentation on all matters resolved for future reference and knowledge sharing among team members.
Education
Bachelor of Science - Information Technology
CUNY School of Professional Studies
04-2025
Skills
- System enhancement
- User Training
- Application support
- Disaster Recovery Planning
- Mobile Device Management
- Network Administration
- Software Installation
- Server Management
- Help Desk Ticketing Systems
- Phone & Online Support
- Weekend On-Call Support
- Problem Diagnosis
- Office 365 Support
- Complaint Handling
- Technical Troubleshooting
Education
New York, NY
Contact
Peachtree Corners, GA 30092
Timeline
IT Support Specialist
North Shore Animal League America
03.2023 - Current
Customer Service Representative
Best Buy
06.2021 - 05.2023
Support Specialist
American Airlines
09.2018 - 03.2020
Bachelor of Science - Information Technology
CUNY School of Professional Studies
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