Engineer Technical Support

Asad Farooq

***** ***** ****** ****, ******, MD *0707

313-***-**** **************@*******.*** Green Card Holder Objective Seeking a professional and long term career in a leading organization, where I can apply my technical expertise and management skills to enhance the organization’s operational performance to achieve and exceed desired results. Summary Have broad experience in the field of enterprise computer networking and help desk support. Have experience in installing and configuring various series of Cisco routers and switches. Possesses strong analytical, leadership, risk management, conflict resolution and excellent interpersonal skills. Well versed in a variety of common operating system, applications, and hardware with a proven ability to master new tools and technologies quickly.

Education

Bachelors of Engineering

Electronics

Degree July 2012

Usman Institute of Technology, Hamdard University, Pakistan Certifications Cisco Certified Network Professional Routing and Switching – Certified

Cisco Certified Network Associate

Routing and Switching – Certified

Cisco Certified Network Associate

Security – Training Completed

Time Management Course

CCEE Academy, NED University

Technical

Expertise

Hardware

Cisco Routers Series 3800, 2800, 2900, 2600, 1800, 1900

Cisco Switches Series 3500, 3700, 2900, 500, 3560-X

Protocols and Services

EIGRP, RIP, OSPF, TCP/IP, IPv4, SNMP, UDP, NAT, PAT, PPP, NTP, DHCP, DNS, SMTP, OSI Model, IP Addressing, ACL, STP, VLAN, HSRP, Inter-VLAN Routing, Redistribution, Route Map, Ether-Channel, CDP.

Tools

GNS3, Microsoft Visio, Solar Wind, Service Me, Fluke Network, OP Manager, Cisco Packet Tracer, Microsoft Office, Outlook and Photoshop. Familiarities BGP, MPLS, IPv6, Frame Relay, Firewall, IPS, ZBF, ASA, IPSec, VPN, VoIP, Wireless LAN, GRE.

Work Experience DWP Technologies, Pakistan Cisco Gold Partner Jan 2016 to July 2016

Network Engineer

Deployed In Standard Chartered Bank:

Planned and implemented configuration changes on Cisco routers and switches.

Conducted network configuration, testing and installation of network devices.

Monitoring critical network elements and engaging in proactive network systems monitoring.

Monitored and trouble shoot several networks including EIGRP, OSPF routing issues.

Verifying swift and accurate response to all alerts.

Maintained the highest level of service for all customers.

Provided tier 2 support to Network Operation Center (NOC).

Assisted the NOC Manager in the development of NOC processes and procedures.

Strived to meet network availability and Mean Time To Recovery (MTTR) objectives.

Monitored all outages/issues through the return to normal services.

Coordinated and assisted in service maintenance activities.

Responded to help desk telephone calls, emails, and personnel requests for technical support in a timely and courteous manner.

Provided initial triage of problems impacting network services to determine problem source and provides resolution if possible.

Identifies and escalates issues requiring urgent attention by other IT resources to the appropriate vendors for expeditious troubleshooting and resolution.

When necessary, escalates problems to the appropriate stakeholders in a hierarchical manner.

Assisted in troubleshooting of LAN issues and workstation support.

Updated network equipment inventory into E-Database system.

Helped field technician to install and configure remote devices.

Implemented network moves, upgrades and changes for customers.

Documented all network changes, upgrades and moves in the ticketing system.

Provided IT support by utilizing ticketing system.

Built and maintained Visio documentations.

Participated in the creation, implementation and continual improvement of standards, processes and procedures required to deliver high quality services.

Worked with seniors to assist them in installing the networks and configuring the routing protocols.

Ensuring compliance to all procurement policies & procedures effectively.

Met customer satisfaction by providing professional level support. Etronics Solution Provider, Pakistan

May 2015 to Dec 2015

Associate Network Engineer

Gave Tier1 level technical support on implementation of TCP/IP LAN’s.

Integrate the new hardware and software into the organization.

Getting calls from customer, identifying the problems and escalating to seniors network persons.

Overall monitoring the process of implementation phase of network, security policy with ACL.

Planning, organizing, controlling & monitoring network.

Making and running cables (CAT5, Coaxial) for customers.

Responsible for stable operations and utilization of information technology resources to achieve service level requirement.

Troubleshoot issues related to Windows 7/XP/Vista and desktop support.

Provide on-site network install, upgrade and support in SOHO environment.

Troubleshoot business LAN networks (Ethernet, Wi-Fi). Mobiserve Holding, Pakistan

May 2014 to April 2015

Network Support Engineer

Provided computer hardware, software and network support to various offices.

Configured TCP/IP setting on multiple computers to participate on the network.

Repaired, assemble and maintain multiple computers including network support printing and Internet settings.

Connected PCs and Laptops to Ethernet network.

Installations of IDE hard disk and managed data.

Installation of hardware and software.

Part of network maintenance team.

Installed various Anti-virus clients on Windows based machines.

Configured user accounts in Windows environment.

Involved in troubleshooting of day-to-day network issues. IKAN Engineering Services

September 2013 to April 2014

TI Engineer

Planning and executing of teams as per plan.

Co-ordination with on-going teams.

Preparation of dismantling plans of existing equipments.

Reporting and compiling daily tasks for the teams.

Co-ordination, Follow-up and Feedback to the Vendor.

Preparation of Site Installation Documents (SIDs).

Resolving issues of on-going teams remotely.

Reporting, Follow-up and Feedback to the Management. Pakistan Telecommunication Company Limited

(Largest Internet Service Provider in Pakistan)

September 2012 to August 2013

Technical Support Engineer

Provided online technical solutions to the problems of customers related to internet.

Troubleshoot internet issues and gave resolution by guiding them properly.

Informed about new products and promotions launched.

Tried to maintain positive company image through positive attitude.

Compiled reports on overall customer satisfaction.

Effectively manage large amounts of incoming calls.

Identified and assessed customers’ needs to achieve satisfaction.

Built sustainable relationships of trust through open and interactive communication.

Provided accurate, valid and complete information by using the right methods/tools.

Met call handling quotas.

Handled complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

Keep records of customer interactions, process customer accounts and file documents.

Followed communication procedures, guidelines and policies.

Took the extra mile to engage customers.

Generic Skills ● Energetic and willing to take challenges and relocate anywhere.

● A good team player with proven ability to lead.

● Possess a strong sense of ownership, responsibility and motivation.

● Ability to think out of box and innovate as per situational demand.

● Flexibility to balance multiple assignments in a fast paced environment. Reference Provided upon request.

Contact this candidate