Engineer Customer Service
Resume:
To work in an environment of emerging Information Technology where have
opportunities for self-assessment and self-improvement in both individual
and group based jobs, which face various critical challenges, and finally
accomplishment of those jobs will contribute gradually for the development
and future direction of the organization as well as social structures.
Career Summary
. Skilled Help Desk Technician with 5 years of experience providing PC
and Client/Server tech support for small to medium sized businesses.
Experienced diagnosing, troubleshooting and resolving client issues
with hardware maintenance, installations and upgrades
. Strong experience in managing large Microsoft Server based
environments specially Exchange Server 2007/2010. Experience in
managing and troubleshooting Windows 2003/2008, Active Directory,
Backup, Hyper-V Virtualization, Group Policies
. In-depth knowledge and understanding of numerous software packages and
operating systems. Skilled in providing Customer and End-User Help
Desk Support. Easily identify and resolve technical issues and
concerns
. Excellent communication and presentation capabilities.
. Experienced in coordinating with vendors and resources to meet time
line and project deliverables
. Conduct trainings for employees and technical staff
. Participation and representation in multiple events & workshops
Technical Skills:
Certifications: Microsoft Certified Information Technology Professional
(MCITP)
Server Administrator on Windows Server 2008
Enterprise Administrator on Windows Server 2008
Enterprise Messaging Administrator on Exchange Server
2010
Microsoft Certified Systems Engineer: Windows Server 2003
(MCSE)
Microsoft Certified Systems Engineer: Messaging 2003 (MCSE
Messaging)
Specialty: MS Exchange Server, OCS / LYNC, AD, DNS, DHCP,
Virtualization
Platform: Windows Server 2000, 2003, 2008, 2012 - Windows
98/NT/2000/XP/Vista/7/8
Key Skills: Technical Troubleshooting, Software installs, Problem
Diagnosis, Complaint handling, Customer service, phone and
online support, network troubleshooting
Professional Experience:
Higher Education Commission http://www.hec.gov.pk/
System Engineer Sept 2009 - Dec 2013
. Provided computer help desk support via telephone communications with
end-users.
. Performed diagnostics and troubleshooting of system issues, documented
help desk tickets/resolutions
. Experience of System Center 2012 suite (SCCM)
. Mass-emailing to promote organization's projects and achievements
. Install, Configure and troubleshoot devices (Laptop, Desktops,
Mobiles, Printers/Scanners, Peripherals)
. Provide Level 2 and Level 3 technical support to end-users, with
hardware and software support
. Installation, Configuration, and troubleshooting of OS Servers
. Managing Windows Server 2008 environment (AD, DNS, DHCP management)
. Trouble ticketing and performing administrative tasks in Exchange and
AD
. Mobile Device troubleshooting and support (Including iOS, Android,
Windows)
. Provide support and resolve problems related to installed computer
software.
. Recording and managing project issues and escalating where necessary
. Develop Operational Manual for the use and Management of Services
. Update Systems on-time with the new patches, hotfixes, SPs
. Prepare and maintain knowledge repository on the basis of issues
reported and solved
Projects
. Mass-emailing project to promote Organization's projects and
achievements
. Unified Communication Education Alliance Project of Email and Unified
Communication System (Exchange 2010) for all Universities hosted at
Higher Education Commission
. Conducted In-House trainings for employees on deployed technologies
GEO TV Networks http://www.geo.tv/
System Engineer Dec 2006 - Sept 2009
. Provided computer help desk support and technical training on
hardware/software to end users.
. Documented help desk tickets/resolutions, and provided overall
assistance in daily administration
. Provides support to users regarding their day to day queries /problems
(4000+ Users)
. Computer Systems installation, maintenance and troubleshooting
. Support as necessary on a 24-7 basis to limit system down time during
internal or external outages and peak enrollment periods
. Managing MS Windows XP, Vista, Server 2003 environment
. Network related issues identification and their diagnostics/
troubleshooting
Projects
. In charge GEO English Training project at Beach Luxury Hotel (March
2007 to July 2007)
. In charge IT GEO English (July 2007 to Oct 2008)
. Supervised Elections transmission supporting 500+ Desktops/Laptops
(Feb 2008)
Etilize http://www.etilize.com/
Quality Assurance Engineer July 2006 - Dec 2006
. Maintaining Quality of IT products/ equipment (Switches, Routers,
Network Security Products)
. Documentation of daily defects reports
. Communicate employees about their products' defects
Active Business Solutions - The Kidney Centre PGTI
http://www.activebsolutions.com/
Network and Hardware Engineer Dec 2005 - June 2006
. Windows 2003 Server Administration (DNS, DHCP, AD)
. Provide Level 1 and 2 Support to users including hardware/software
installation and configurations
. Network Maintenance and Troubleshooting
. Provides support to users regarding their day to day queries /problems
(1000+ Users)
. Hardware Maintenance and Troubleshooting
Achievements:
. Gold Medalist in MS Program from Hamdard University
. Participated and represented HEC in multiple Local and International
events/ workshops:
o Microsoft Open Door Event 2010
o Microsoft TechEd Middle East 2011 in Dubai
o Microsoft Open Door Event 2011
Education:
Masters of Science - Computer Networks and Communication, Hamdard
University (May 2007 - May 2009)
Bachelor of Science - Computer Science, Sir Syed University of Engineering
and Technology (Jan 2002 - Dec 2005)
3623 Apple Dale Dr.
Houston, TX
Hasan Tahir Siddiqui
******@*******.***
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