Rahman Shahayd

Bachelor's

Computer Science

Cyber Security Systems

Fordham University

Technical Support Specialist

• Participate in projects requiring planning, coordination, and deployment of software throughout the department, such as PowerFAIDS, CrowdStrike, SPSS, LANDESK, Hyland (OnBase Unity Client), and Disconnected Scanning. • Utilize Macrium Reflect, an imaging software, to create and distribute computer images to corrupted and newly acquired machines. • Provide remote technical support for department staff via LogMeIn Technician Console and monitor the EnrollTech call-center to provide phone support. • Provide support for virtualization machines used by staff working remotely due to the pandemic. • Use FreshDesk, FreshService, and EasyVista to address the incident and service request tickets. • Troubleshoot, diagnose, and resolve computer-related issues with Windows and Mac machines. • Participate in physical inventory and deployment of the department’s Windows desktops, peripherals, laptops loaners, Macs, iPads, and Cisco phones. • Maintain inventory database records of the department/company equipment using FreshService, Google Sheets, and Excel. • Record and edit video tutorials for all EnrollTech staff on how to support users and resolve common issues, and uploaded them to a shared Google Drive folder and FreshService knowledge base. • Participate in virus scanning and malware removal of infected machines, and consult with employees on how to avoid phishing attacks and maintain confidentiality.