Summary
Overview
Work History
Education
Certification
Timeline
Generic

Rija Zaidi

Laurel

Summary

Operating Systems: Windows Server, Windows XP-10, and Kali Linux, Mac


OS Virtualization: VMWare Workstation, Virtual Box, and ESXi


Tools: Wireshark, McAfee ePO, McAfee VirusScan, Nessus, Jira, ServiceNOW, Salesforce, Zendesk, Microsoft Office Suite, Exchange, Outlook, and G Suite

Overview

8
8
years of professional experience
1
1
Certification

Work History

Service Desk Specialist

Department Of Justice (Inserso)
06.2023 - Current
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Installed and configured operating systems and applications.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Monitored system performance to identify potential issues.
  • Configured and tested new software and hardware.
  • Developed and implemented preventive maintenance procedures.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Generated reports to track performance and analyze trends.

Helpdesk Technician

T.Rowe Price (BGSF Staffing)
01.2022 - 07.2022
  • Troubleshoot using different diagnostic techniques to resolve software or other technical issues.
  • Employ knowledge of data analysis to prepare and compile daily reports based on the anomalies observed from client activity.
  • Led the team with a 31% closure rate within a week.
  • Manage Help Desk tickets in a timely manner to provide quick resolution.
  • Run diagnostics to resolve customer reported issues.
  • Maintain technical documentation of issues and resolutions and for training purposes.
  • Redirect or escalate unresolved issues to the next level of support.
  • Mentor other associates on the team and provide feedback.
  • Provide excellent customer service by following up with clients to ensure issues are resolved.

Project Operations Specialist

Glenridge Health
01.2019 - 07.2020
  • Utilize VMWare for contract documents, data entry for client credentialing, and communications.
  • Analysis credentialing applications for payors and providers to build, manage and optimize high performing, cost effective network contact.
  • Implement WebTRACK data entry & execute reconciliation of hospital provider lists.
  • Submit complete contractual documents to client via FTP site or email clients processing team.
  • Responsible for identifying, analyzing, and resolving provider file issues & execute provider relations.

Executive Assistant, Receptionist, Admin

Level One Personnel
03.2016 - 03.2018
  • Generated reports for billing, countable, employee expenses, and registration.
  • Worked with DHHS case workers for client registration and reviewed client concerns per case.
  • Prepared client summaries, reports, and case documentation.
  • Coordinated executive communications and prepared internal and external corporate documents for client and bank communications.
  • Prepared meetings, scheduled appointments, managed travel itineraries, and arranged corporate events.
  • Centralize electronic documents and upload to PACTS.

Service Accounts Admin

Office Team Staffing
01.2016 - 03.2016
  • Create, update, and close tickets while maintaining accuracy & compliance.
  • Monitor client requests through Outlook & client portals.

Education

B.A. - Computer Networks and Cyber Security

UMGC
Adelphi, MD

Certification

  • Certified Ethical Hacker

  • CompTIA Security +

  • CompTIA Network +

Timeline

Service Desk Specialist

Department Of Justice (Inserso)
06.2023 - Current

Helpdesk Technician

T.Rowe Price (BGSF Staffing)
01.2022 - 07.2022

Project Operations Specialist

Glenridge Health
01.2019 - 07.2020

Executive Assistant, Receptionist, Admin

Level One Personnel
03.2016 - 03.2018

Service Accounts Admin

Office Team Staffing
01.2016 - 03.2016

B.A. - Computer Networks and Cyber Security

UMGC

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Rija Zaidi