Marzi Jahan

An experienced system support engineer with more than 8 years of experience in mission-critical environments, end user support and managing the life cycle of tickets with advanced problem- solving skills. Marzi is very passionate about learning new technology, self-training and up-skilling that helps to keep up with the evolving technologies. Technical Skills Strong experience in configuring and maintaining end user software and Network equipment. Strong understanding of ITIL v3.0 In-depth experience for several years with Help Desk ticketing systems using Service Now, Remedy, SolarWinds, ConnectWise including raising a new SR, escalation, and closure. Routinely exceed call-handling goals, closing an average of 20 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 7 minutes well below 10-minute goal Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues. Hand on experience with supporting remote users. Execute Office365 migration for external users (small businesses clients 10-50 users) Execute Onboarding process and improvements for Office 365 onboarding. Exchange/Office365 support, maintenance and administration, SharePoint administration and support. Troubleshooting and managing Backup and Recovery Best Practices including Cloud backups (e.g. SolarWinds) and DR Personal/Interpersonal skills Supportive Team player with excellent communication and interpersonal skills Ability to identify and prioritize incidents and strong ability to work under pressure. Passionate about learning new technologies and sharing knowledge across a team.

Ms100