Abdullah Abdullah

Goldman Sachs (Contract) | IT Support Analyst
Duration: 1 Year

- Currently providing IT support services for Goldman Sachs in a contract-based role.
- Supporting both onsite and offsite employees with technical issues and service requests.
- Managing and resolving ServiceNow tickets in accordance with organizational processes and SLAs.
- Providing troubleshooting and support for Windows, macOS, and end-user hardware devices.
- Delivering multimedia support services, including audio and video conferencing solutions.
- Setting up and supporting corporate meetings, events, and conference room technology.
- Providing application support for Zoom and Microsoft Teams, including installation, configuration, and troubleshooting.
- Supporting Zoom meetings and resolving issues related to connectivity, permissions, and collaboration features.
- Troubleshooting hardware devices, peripherals, and workplace technology equipment.
- Coordinating with internal teams to ensure timely resolution of incidents and uninterrupted business operations.
- Ensuring smooth operation of end-user devices, collaboration platforms, and workplace technology infrastructure.

Duration: 2+ Years

- Provided technical support to onsite and remote users across multiple business functions.
- Managed and resolved incidents, service requests, and escalations through ServiceNow.
- Provided troubleshooting and support for Windows and macOS operating systems.
- Diagnosed and resolved issues related to printers, network connectivity, drivers, and end-user hardware.
- Supported and troubleshot a wide range of business applications, ensuring minimal disruption to users.
- Assisted users with software installations, configurations, updates, and access-related issues.
- Delivered support through remote connection tools, phone calls, chat, and email communication.
- Handled end-user incidents from initial diagnosis through resolution while meeting SLA requirements.
- Documented troubleshooting steps, resolutions, and knowledge base articles to improve operational efficiency.
- Maintained a high level of customer satisfaction through effective communication and timely issue resolution.