Technical Support Customer Service

ASGAR MIRZA

Mobile: +1-416-***-****

E-Mail: *****.*****@*******.***

OBJECTIVE

Seeking a challenging position as an IT Support Specialist, to enhance my knowledge in System/Network Administration with highly efficient workgroup.

SUMMARY

Experience in Desktop Support, Networking and IT Infrastructure support, Deployment & Service Support Management ensuring scalable IT Service availability.

Enthusiastic and able to interact with departments and personnel at all levels.

Providing first and second level Desktop/network support for large and medium enterprises.

Preparing Incident report for Critical issues for future reference & maintaining documentation of Desktop/Networks.

Experience in Android, Apple IOS and Blackberry Devices.

Proven ability to work under pressure and to meet deadlines.

Excellent customer service skills with good communication and presentation skills.

AREAS OF EXPERTISE

*Desktop/Network Support. *Windows Server (2003, 2008 and 2012).

*Installation & Maintenance. *Cisco Routers and Switches.

*LAN/WAN Network Management. *Diagnosing Hardware and Software Faults

Operating Systems: Windows 8/7/vista/XP, Linux and MAC OS 9.x

Software’s: ConnectWise, Labtech Control Center, Citrix, REMEDY ticketing tool, MS Office, Cisco Any Connect,

Education

Diploma in Information Systems, CQU Sydney, Australia.

Bachelor of Science (Computer), Osmania University, India.

Certification

Cisco Certified Network Associate (CCNA).

WORK EXPERIENCE

IT Field Support Specialist

Quartet Service April 2014- Till Date

IT support relating to technical issues involving Microsoft's core business applications.

Support services for Microsoft related technologies: Windows Server, Active Directory Exchange, SQL, SharePoint, etc.

Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

Remote access solution implementation and support: VPN and Terminal Services.

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Entering, monitoring, resolving and deploying tickets through Standard Helpdesk Application.

Providing support for Apple IOS, Android and BlackBerry Devices.

On call afterhours work.

IT Support Engineer

KFMC Hospital Nov 2012 – Nov 2013

Responsible for diagnosing & resolving hardware, software & end users problems.

Provided Second level network support, fault monitoring and management.

Involved in the rollout of software updates and patches.

Desktop support coverage for various departments to include Windows desktop & server OS, MS Office 2003 Pro, MS Outlook within an Exchange environment

Assist production and network support teams with incident resolution and site project work

Provided end-users support on MS Office 2013/2010/2007, Outlook, Lotus Notes and VPN Software’s.

Ensured the correct and timely completion of all incidents and problems using Remedy Ticketing tool.

Cisco switches configuration in particular VLAN configuration/troubleshooting.

Perform document changes and configuration procedures to smoothen the entire work process for quick tracking of issues.

Technical Support Associate

CanCon Software Solutions Mar 2010 - Oct 2012

Providing technical support over the phone to the users.

Handling incoming incidents via the phone / e-mail promptly and effectively.

Diagnosing and resolving a wide range of technical issues over the phone.

Take ownership of a call and seeing it through to closure.

Escalating calls and issues where necessary to senior managers & team leaders.

Ensuring that all call details are captured and entered in the logging software.

Answering & responding to all calls & requests within agreed time scales.

Provide troubleshooting and configuration support for client desktop and Networking Environment.

Desktop Support Engineer

Jav - IT (Client NAB) Jul 2008 - Dec 2009

Performed software deployment, installing patches & updates.

Performed security scans on all production system regularity, systems operation checks and backups.

Provided installation support and maintenance of Windows Family, and connectivity products on various hardware platforms.

Set - up and installed new desktops and peripherals such as: printers, scanner & PDAs.

Identified and troubleshoot faults with a focus on first call resolution.

Provided technical support on telephone, e-mails and onsite support with follow up.

Conducted new user IT induction to the staff, provided basic knowledge of PC, telephone systems and external peripherals.

Technical Support

J.P Morgan Chase Apr 2007 - May 2008

Resolved hardware / software issues on desktop / laptops and network printer.

Administered and maintained server, LAN network equipment to ensure high availability and performance of the systems.

Tracked and deployed windows patch and update to maintain baseline of IT security standard and policies.

Conducted hardware refresh projects, software deployments.

Performed software and hardware trouble-shooting.

Oversaw small install teams as a project specialist.

Handled asset management, maintained inventory, and liaised with the vendor in asset procurement.

Maintained and updated technical support documents.

Managed telephone system and conference equipment.

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