Customer Service Software

Mobile: +971********* E-mail: *************@*****.***

Visa Status: On Visit

Mohamed Rashad

Objective:

To work in pragmatic way in an organization where I can show my talent and enhance my

skills to meet company goals and objective with full integrity and zest.

Personal Summary:

A well-presented, well-mannered and articulate IT support professional with extensive

experience of performing diagnostics and resolving a Client’s technical problems via

telephone, e-mail and one to one. Having a proven track record of successfully finding the

root causes of problems, resolving them or forwarding suggestions for improvements. A

problem solver who enjoys a challenge and can work well under pressure and who possesses

strong customer service skills, good communication skills and attention to detail.

Looking for a company which will challenge my problem solving skills and allow me to

continue to develop my knowledge and potential.

Technical Skills:

All Windows / PBX / CCTV, Group Policies, Remote Access Services(RAS), NTFS security, Disk quota

Management, Trust Relationships, Microsoft Forefront TMG / ISA Server, Microsoft WSUS, Microsoft

Exchange Server, IIS Server, DNS, DHCP, MS Office,VPN, LAN, WAN,VLAN, CISCO Routers &

Switches, Access Points, Software & Hardware Level RAID.

PROFESSIONAL EXPERIENCE

PC NET TECHNOLOGIES (PVT) LTD SRILANKA

since January 2012 to September 2013

IT Support Technician

Responsibilities:

o Diagnosis of desktop, application, networking and infrastructure issues.

o Install and troubleshoot specified software packages such as operating systems, Microsoft

Office and other third-party software as requested.

o Researches system errors and solutions to resolve reported system issues.

o Performs system backups and remove virus and malware infections.

o Respond to enquiries from clients and help them resolve any hardware or Software problems.

o Support users in the use of computer equipment by providing necessary training and advice

o Responsible for supporting: Windows XP, Vista, 07/Office 2003, 2007, 2010/Windows

Server 2003/2008, Anti-Virus products, DNS/DHCP, TCP/IP and wireless router.

o Maintenance of the Scanners and Printers.

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Managerial Responsibilities:

Ensuring smooth functioning.

Managing all the employee issues and coordination.

Motivating Employees and conflict resolution.

Supervising efficient functioning of procedures performed by the employees.

Analytical reporting.

EDUCATIONAL CREDENTIALS

Certifications:

Credential Certificated By / Version

CCNP(IP Routing) Cisco

CCNA Cisco

MCITP Microsoft

MCSA Microsoft / Windows Server 2008

MCTS Microsoft / Windows 07

KEY SKILLS:

o Excellent Customer facing, Communication and Rapport building skills.

o Have a good technical Network background.

o Thorough understanding of Computer and Networking concepts.

o Ability to explain technical Issues clearly too non-technical colleagues.

o Able to prioritize in a complex, fast-paced environment. Willing to work flexible .

Schedule.

PERSONAL DETAILS:

Current Address : Dubai, UAE.

Nationality : Srilankan

Date of Birth : 29.08.1992

Passport & Details : Passport No: N2468113

Date of Issue: 18.12.2009

Date of Expiry: 18.12.2019

Gender : Male

Marital Status : Single

Communication Skills:

Language Speaking Writing

English Fluent Fluent

Tamil Fluent Fluent

I hereby declare that the information furnished above is true, correct and complete to the best of my

knowledge.

M.R.M Rashad

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