Nawfal Ali

Senior IT Technical Support Specialist with 6+ years of experience providing Tier 2 and Tier 3 support in enterprise and healthcare environments. Skilled in troubleshooting hardware, software, network, Microsoft 365, Active Directory, and Epic EHR systems. Proven ability to resolve complex technical issues, maintain high SLA compliance, support large user populations, and improve operational efficiency through documentation, training, and process improvement

Senior IT Technical Support Specialist - Virginia Hospital Center - Arlington VA

(2025-03)

• Provide Tier 2 and Tier 3 technical support for over 1,500 end users across multiple locations
• Resolve complex hardware, software, network, and application issues while maintaining high customer satisfaction scores
• Administer user accounts, permissions, and security groups through Active Directory and Microsoft 365.
• Support Windows workstations, laptops, mobile devices, printers, and conferencing systems.
• Manage incidents and service requests through ServiceNow, achieving SLA compliance above 98%.
• Develop technical documentation, troubleshooting procedures, and knowledge base articles.
• Lead workstation deployment, migration, and upgrade projects.
• Mentor junior support technicians and provide technical training

Technical Support Specialist - Penske Automotive Group - Vienna, VA

(2022-11 - 2025-03)

• Troubleshot, installed, restored, and modified IT systems to minimize downtime and maintain system availability and integrity.
• Diagnosed and resolved user-reported incidents using remote support tools, ticketing systems, and on-site troubleshooting as needed.
• Installed, configured, restored, and maintained IT systems to minimize downtime and ensure system availability and performance.
• Escalated unresolved issues to higher-tier support while maintaining ownership and clear communication with end users.
• Applied system patches, updates, and basic security fixes in compliance with organizational policies

Technical Support Specialist - Priority Toyota Springfield - Springfield

(2019-02 - 2022-11)

• Installed and configured operating systems, applications, and peripherals.
• Assisted in system imaging, deployment, and account management in Active Directory.
• Monitored network connectivity and assisted in resolving connectivity and VPN issues.
• Created and maintained documentation for IT procedures and end

Bachelor of Science - Computer Science - Al Mamoun University College