Basit Khan

IT professional with 3+ years of enterprise service desk experience supporting L3Harris Technologies through Bell Techlogix, earlier help desk experience with Covered California/Faneuil, and 2+ years in T-Mobile retail sales. Holds a completed B.S. in Cloud and Network Engineering.

Combines

Windows, Microsoft 365, identity, and connectivity troubleshooting with Azure, GNS3, and Wireshark lab experience.

IT Service Desk Analyst, Tier 1/2 - Bell Techlogix | Contractor assigned to L3Harris Technologies

(2022 - 2026)

• Delivered Tier 1/2 support through phone, email, and ServiceNow, diagnosing user issues and communicating next steps through resolution or escalation.
• Restored workstation and application access by troubleshooting Windows 10/11, Outlook, Teams, SharePoint, OneDrive, printers, and remote sessions.
• Resolved account lockouts, password issues, group membership requests, and authentication failures in Active Directory and Microsoft Entra ID (Azure AD).
• Supported Duo MFA enrollment, device changes, and authentication failures; assisted users with YubiKey setup and replacement to restore secure access.
• Troubleshot Intune-managed device enrollment, compliance, policy application, and application deployment issues affecting endpoint access and usability.
• Diagnosed VPN, DNS, DHCP, LAN/WAN, and Wi-Fi connectivity problems affecting access to business applications and remote resources.
• Used remote support tools to troubleshoot desktops, laptops, thin clients, VDI, and RDP sessions, resolving device and remote access issues.
• Used Splunk to investigate account and authentication activity, documenting findings and escalating suspicious behavior to security teams.
• Triaged phishing reports and suspicious endpoint activity, gathered incident details, supported credential resets, and escalated to cybersecurity teams under established procedures.
• Escalated infrastructure and security incidents with user impact, reproduction steps, and diagnostic findings so specialist teams could continue troubleshooting.
• Recorded troubleshooting steps, resolutions, and recurring issue patterns in ServiceNow and knowledge documentation to support consistent incident handling.

Help Desk Analyst - Faneuil | Assigned to Covered California

(2020-01 - 2022-12)

• Provided phone, email, and remote support for Windows desktops, Microsoft Office, user profiles, printers, and application access issues.
• Handled password resets, account access requests, and basic Active Directory tasks while following identity verification and documentation procedures.
• Troubleshot VPN, DNS, DHCP, Wi-Fi, and LAN connectivity issues; recorded diagnostic steps and handed unresolved problems to higher support tiers.
• Maintained clear ticket records and followed through on unresolved issues until resolution or handoff to the appropriate support team.

Sales Expert - T-Mobile

(2018 - 2020)

• Guided customers through new-account setup and new-line activation.
• Met monthly new-line and accessory sales quotas, performing as a leading salesperson in a commission-based role.

Bachelor of Science - Cloud and Network Engineering - Western Governors University