EBAAD HUSSAIN

IT Support Specialist | Customer Service Level 1 Certified
1.5 Years Experience | Office 365 | WordPress | System Admin | Technical Support | Pearson Certified

An IT professional with 1.5 years of hands-on experience providing first-line and second-line technical support in fast-paced environments. Expertise in troubleshooting, system administration, and customer service. Proficient in handling incidents across multiple platforms, with a focus on user satisfaction, system reliability, and operational efficiency.

Core Skills & Experience:

Technical Support & Troubleshooting:

• Delivered first-line support via phone, email, and live chat, resolving hardware, software, and network issues.
• Escalated complex issues to second-line support, providing detailed documentation for smooth handovers.
• Diagnosed and resolved hardware issues, including desktop/laptop repairs, printer support, and peripheral troubleshooting.

System & Software Administration:

• Installed and configured various operating systems (Windows, MacOS, Linux-based systems such as Tails and Whonix).
• Deployed, updated, and maintained software applications.
• Supported end-users with software setup, configuration, and basic training.

Hardware Support & Maintenance:

• Replaced hardware components (HDD, SSD, RAM) and configured RAID Controllers using Boot Utility.
• Managed hardware deployments, including PC setups, hardware replacement, and peripheral installation.

Customer Service & User Support:

• Provided exceptional customer service with a focus on communication, professionalism, and issue resolution.
• Educated users on IT best practices and security awareness, reducing repeat issues.
• Managed Zendesk support tickets, ensuring timely and efficient incident resolution.

System Monitoring & Incident Management:

• Monitored system alerts, ensuring proactive responses to incidents and issues.
• Managed and tracked incidents through Zendesk, ensuring a high resolution rate and minimal downtime.
• Coordinated system updates and maintained overall system performance.

Admin & Office Support:

• Experienced with Office 365 tools for creating and managing spreadsheets, quotations, invoices, and scheduling meetings.
• Streamlined administrative processes to enhance operational efficiency and support ticket management.
• Managed user calendars, organized meetings, and coordinated communications within the team.

Zoom & Virtual Meeting Management:

• Created, hosted, and provided support for Zoom meetings, ensuring smooth operations and troubleshooting issues.
• Scheduled and coordinated virtual meetings, contributing to team collaboration.

Certifications & Qualifications:

• Pearson Certified Test Administrator & Invigilator: Managed candidate admission, CCTV surveillance, troubleshooting Pearson VUE applications.
• Certified in managing system configurations and operating environments for Pearson VUE testing.

Additional Skills:

• Familiar with CRM tools (Zoho) and VoIP software (Vonage).
• Expertise in WordPress web development (page creation, table/category setup).
• Experienced in managing server configurations and installations, including Windows Server 2019.
• Proficient in configuring and setting up computer systems, switches, and servers.

Typing Speed: 120–140 words per minute at 98% accuracy.

• Built and maintained lasting client relationships through effective customer service via email and live chat.
• Generated new leads through targeted customer searches and cold calling.
• Ensured client satisfaction by addressing concerns promptly, resolving complaints, and promoting new products and services.
• Managed routine communication with clients to assess satisfaction and foster long-term relationships.
• Left the sales role after realizing a stronger passion for working in the technology field.