Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Mujtaba Mirza

Service Desk Analyst
Lombard

Summary

An ambitious developing cybersecurity professional with a strong foundation in information security principles and a passion for safeguarding digital assets. Committed to making significant contributions as an indispensable teammate while consistently delivering excellence in a firm’s cybersecurity ecosystem.

Overview

6
6
years of professional experience

Work History

Service Desk Analyst

United Airlines
08.2024 - Current
  • Delivered comprehensive IT support to internal users, ensuring smooth operation and functionality of hardware, software, and network systems across various departments
  • Diagnosed and resolved technical issues through root-cause analysis, adhering to service-level agreements (SLAs) to maintain operational efficiency
  • Minimized user downtime by troubleshooting hardware, software, and network-related problems, ensuring timely resolutions and continuity of service
  • Communicated effectively with users to address technical concerns, providing escalations and collaboration with specialized teams for complex issues to maintain seamless workflow

Technical Specialist (L2)

Apple Inc
10.2021 - 10.2022
  • Demonstrated expert understanding of solutions offered at the firm to provide guidance and support to clientele during various stages of the product life cycle
  • Facilitated the onboarding and training of new technicians and specialists while ensuring KPI’s and essential compliance controls were met and recorded
  • Diagnosed and resolved hardware and software issues via root-cause analysis such as system configurations, software installations, and compatibility problems
  • Provided commercial and consumer clients with white-glove support for technical and operational inquiries of various solutions to ensure satisfaction across deliverables
  • Contributed to the development and delivery of training sessions to educate customers on maximizing the use of MacOS devices
  • Actively participated in ongoing training and development programs to stay updated on the latest Apple technologies and best practices

Foundational IT Specialist

Frictionless Solutions Inc
06.2020 - 09.2021
  • Played a key-role in the contributions towards the development and successful launch of a platform, Fishmeetings.com, by being a pillar for laying framework of essential IT principles for the company
  • Provided comprehensive assistance to clients such as addressing hardware, software, and networking issues, as well as onboarding them effectively
  • Instructed and mentored new team-members in effectively assisting clients with Fishmeetings and Zoom, ensuring a seamless user experience
  • Managed and led a team of ~6 individuals to provide essential support and onboarding to clients while also ensuring KPI’s and SLA’s are met
  • Utilized Tawk.to for managing and resolving tickets efficiently, ensuring timely responses and resolutions

Cyber-Security Intern

TrueRCM Solutions Inc
03.2019 - 06.2020
  • Conducted security audits and assessments of the hospital's network infrastructure, including servers, databases, and medical devices, to identify vulnerabilities and compliance issues
  • Assisted in monitoring network traffic and security logs to detect and investigate suspicious activities while actioning them in accordance with playbooks and process guides
  • Collaborated with cross-functional IT and operations teams to enhance internal communication and information-sharing while ensuring all crucial systems are kept up to date
  • Managed and streamlined claims and payment processes, ensuring accuracy and efficiency across platforms while also providing technical input for operational guidelines in accordance with updates

Education

Bachelor of Science - Cyber-Security

Lewis University
Romeoville, Illinois

Skills

  • Microsoft Suite
  • Java Script
  • Python
  • Ethical Hacking
  • IT Principles
  • White-Glove Support
  • Troubleshooting Analysis
  • Communication
  • Compliance Awareness
  • Linux
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Timeline

Service Desk Analyst

United Airlines
08.2024 - Current

Technical Specialist (L2)

Apple Inc
10.2021 - 10.2022

Foundational IT Specialist

Frictionless Solutions Inc
06.2020 - 09.2021

Cyber-Security Intern

TrueRCM Solutions Inc
03.2019 - 06.2020

Bachelor of Science - Cyber-Security

Lewis University

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Mujtaba MirzaService Desk Analyst