Ali Shakoor

Orlando, FL 32825 · (862) 571-8618 · ali.shakoor2249@gmail.com

I am a skilled technologist with experience configuring computers, servers, peripheral devices to work within established company and security parameters. Experience working in NOC, help desk, and call center environments. Adept at managing permissions, filters, and file sharing. Devoted troubleshooter with a deep understanding of system architecture and diagnostics. I am hoping to make the transition to software development. So please check out my portfolio.

Experience

Product Support Specialist

Vertex Inc

Experienced Product Support Specialist with a strong background in providing technical assistance and exceptional customer support. Skilled in diagnosing and resolving product-related issues through various communication channels. Possess extensive knowledge of product features, specifications, and troubleshooting techniques. Proven ability to create and maintain comprehensive documentation and knowledge base resources. Collaborative team player with a track record of effectively communicating customer feedback to drive product improvements. Adept at conducting training sessions and facilitating smooth onboarding processes for new customers. Committed to delivering high-quality support, achieving key performance metrics, and ensuring customer satisfaction.

March 2023 - Present

SunWatch Technician I

Florida Department Of Transportation

Maintained logs of resolutions, communicated with vendors about ongoing problems, and used a ticketing system to update information regarding the progress of each call. Generated internal organizational reports, schedule field technicians for on-site troubleshooting, and utilized Solarwinds Orion and SCADA to remotely monitor and troubleshoot network hardware to ensure proper operations. These included routers, switches, firewalls, and remote technologies.

October 2020 - October 2021

Network Operations Center Support Representative

TransCore

Remotely monitored and troubleshoot network hardware to ensure proper operations of routers, switches, firewalls, and remote technologies. Scheduled field technician for on-site troubleshooting.Maintained logs of resolutions, and communicated with vendors about ongoing problems, and used a ticketing system to update information regarding the progress of each call.

October 2020 - October 2021

IT Support

Pugh Law Office

Helped to develop internal company website using HTML, CSS, and JavaScript.(Frontend) Managed a SQL database that interacted with the internal company website. (Backend) Reviewed and updated SQL database records to main accurate information.Performed various data entry functions, including managing and organizing physical records maintained client information and scanned documents for digital upload. Corrected any data entry error to prevent later issues such as duplication or data degradation. Verified accuracy and validity of data entered in databases..

October 2018 - March 2020

IT Support Specialist

Advanatge EZ Rental Car

Resolved issues with systems, hardware, and telephones quickly and accurately. Configured hardware, devices, and software to set up workstations for employees.Determined hardware and network system issues using effective troubleshooting techniques. Created help desk tickets, troubleshot and resolved desktop issues.Provided Tier 1 IT support to non-technical internal users through desk-side support services. Wrote and reviewed tickets to request maintenance to various types of equipment.

May 2017 - March 2020

Help Desk Technician

University Of Central Florida

Configured hardware devices and software for employee workstations. Provided Tier 1 IT support to non-technical internal users through desk-side support services. Installed, modified, and repaired software and hardware to resolve technical issues. Explained technical information in clear terms to non-technical individuals to promote better understanding.

January 2016 - May 2017

Education

University of Central Florida

Bachelor of Science
Information Technology

GPA: 3.5

January 2013 - May 2017

Skills

Programming Languages & Tools

Interests

Apart from my love of all things technology, I enjoy a good book from time to time and have even started writing one of my own. I follow several sci-fi and fantasy genre movies and television shows I am learning how to cook. I volunteer in my community, and occasionally, when the motivation strikes hit the gym.

Otherwise, I spend a large amount of my free time exploring the latest in software development.