Service Support

WAQAR AHMED

+1-647-***-**** / +1-647-***-**** * ********@*****.***

Objective: Seeking a position as a Technology Support Analyst which will require me to utilize my skills, abilities and experience in the technology field to ensure the company’s success

Summary: IT Professional having broad range of experience in IT service delivery, desktop and helpdesk support functions and back end operations. Well versed with process based IT framework and worked in all levels of the organization, from technical hands on first level help desk to middle level management and supervisory roles..

Skills:

Over 15 years of experience in providing service desk / helpdesk support to users

Highly skilled in maintaining, analyzing, troubleshooting, and repairing computers/ Laptops / Servers, hardware, software and peripherals

Self-starter with capability to work independently with minimum supervision, as well as team focused

Excellent customer relations and communication skills

Excellent multitasking, problem solving and resource management skills

Passionate to acquire new skills and adapt them to deliver enhanced results

Work Experience:

Client Technology Analyst February 2012 - Present

Financial Institute - Canada

Major Job roles:

Configure and install technologies that support the user community, including desktop computers, laptops, printers, hand-held devices and network connectivity.

Configure and install software for technology users’ desktops and laptops at tier 2 level

Participate in the testing, evaluation, installation and roll out of new software package upgrades and new desktop hardware.

Maintain desktop software and hardware; support mobile workforce, and perform asset management duties.

Deployment of packages using SCCM

Escalate issues to Tier 3 support when necessary; document problems and resolutions.

Leading various project tasks.

Proficient in tracking systems like ServiceNow

Technical Analyst September 2011 - October 2011

Allergan - Canada

Major Job roles:

Handling service desk requests from local and remote users in a timely manner.

Rebuilding and reconfiguration of used / new laptops

Provide software and hardware configuration and support as per business requirements

Moving, installation and setup of monitors, computers, phones and other IT equipment

Blackberry basic support

Inventory / asset tagging

IT Technical Analyst and Team Lead Aug 2008 - July 2011

Asia Brown Boveri – ABB UAE

Title responsibility:

Manage country IT service desk team. Responsible for six physical ABB locations in the country. Coordination of backend operations, systems and networking, service desk and assets with the location responsible.

IT Technical Analyst Feb 2007 – July 2008

Haji Hasan Group – HHG BAHRAIN

Title responsibility:

Primary point of contact for all service requests. Managing IS infrastructure related issues and requirements of the 14 companies in the group. Providing email, phone and in person support to the users across the company

Education and Certifications:

University of Bahrain 1999

Bachelors of Science in Electrical Engineering

University of Bahrain 1995

Associate Diploma in Electronic Engineering

NIIT, Bahrain 2003

MCP Microsoft Certified Professional (Windows 2000 client)

MCP Microsoft Certified Professional (Windows 2000 Server)

NIIT, Bahrain (courses completed) 2003

Implementing, & Administering MS Windows 2000 Network Infrastructure

MCDBA Curriculum (Microsoft Certified Database Administrator)

ITIL v3 Foundation Certified 2011

MCTS Microsoft SCCM 2012 Certified 2013

ITIL 2011 - Intermediate Service Operations Practitioner Certified 2014

ITIL 2011 – intermediate Service Transition Practitioner Certified 2015

Referees

Available upon request

Contact this candidate