Customer Service Technical Support

MUHAMMAD SOHAIL

** ******* ***., ********, *******, L7A 2R8

Cell: 416-***-****; Home: 905-***-****

Email: ****.******@*****.***

Objective

Seeking a Desktop Support Technician position to make a tremendously positive contribution through outstanding analytical and diagnostic expertise with exceptional customer service.

Technical Skills

Operating Systems:

Microsoft Windows 2000 Professional, Windows XP, Vista, Windows 7/8, Windows 2003/2008 Server, Windows NT, Windows 98, MS DOS 6.2, Microsoft Exchange and Proxy server

Hardware:

System-building, image, repair and maintenance of HP and Dell desktops and laptops, MAC, PDAs, wireless cards and networks, Network and personal printers, Cisco Routers (800 and 2900 Series) and Switches

Networking:

Windows 2000 and Windows 2003/2008/2010 Servers in a variety of configurations, Coaxial, Twisted Pair and other cabling topologies in various software environments, TCP/IP

Applications:

Microsoft Office 2003/2007/2010/13, MS Proxy, Norton Antivirus Corp., PC Anywhere 10.0, Timbuktu and Net Meeting, VISIO 2000, Outlook 2003/07/10/13, Norton Ghost 8.3, Microsoft Active Directory and Exchange Server

Experience

Sr. Desktop Support Analyst Sep 2011 till Present NetPlus Consulting

Responsibilities:

Provide desktop and laptop users at multiple sites with problem analysis, problem resolution consultation and technical support for desktops/laptops to end-users in a windows 7 environment.

Administration task on windows 2003/2008. Tasks related to user’s account creations, account wipe out and lockout according to the direction of IS manager.

Cisco routers and switches setup and configuration. Provided Tier1 technical support; assisted users facing network problems. Perform initial level troubleshooting, diagnostics and provided tier/level-1 solutions to network failures. Interface with service providers/vendors (Cisco/Bell/Rogers) to ensure service commitments are met.

Configure, deploy and troubleshoot Microsoft Windows 7 desktops and laptops. Provide front line technical support via telephone, email and tickets for Windows 7 O/S, Microsoft Office 2010, enterprise applications, and hardware related issues and request.

Achievements:

Earned a reputation for multi tasking, proactively identifying and eliminating potential problems, prioritizing user requests, and resolving complex issues. Successfully resolve hundreds of issues monthly without requiring escalation to a higher tier.

Actively tracked and followed up on trouble tickets, reducing average response time from three days to two hours. Imaged the newer PC's with Windows 7, Office 2010 and other company department specific software.

Coordinated with hardware and software vendors to resolve network and server problems.

Closely Interacting with Network Operations team for resolving Site-to-Site Connectivity Issues.

Trouble-shoot customers’ software, hardware and windows 7 o/s problems over the phone ensuring that the issue is resolved.

Deployment of Windows 7 computers to all employees of over 300 HP laptops and Dell workstations. Remotely assist outside/inside sales people with connectivity and Office 2010 software issues using TeamViewer.

Desktop Support Specialist Dec 2005 till Aug 2011

Amgen Canada Inc.

Responsibilities:

Laptops configuration, ensuring network connectivity, relocating, installing and testing hardware and software, setting up systems for new users in windows 7 and vista environment.

Create and manage standard desktop and laptop images using GHOST for employees based on job function.

Work with Active Directory issues by using Windows 2008 such as: logon failures, account lockouts, network connectivity, DNS and WINS name resolution and authentication problems.

Completely responsible for technical support operations in high-volume, 24x7 environments. Install/configure/maintain/troubleshoot all aspects of a networks’ infrastructure of Cisco routers and switches.

Troubleshoot personal laptops and computers over the telephone, via e-mail and through remote access software (Timbuktu and Net meeting) through attention to minute details.

Achievements:

Earned the “WOW Amgen” recognition for 2006 to 2010 for exemplary customer service.

Reduced the time required to install appropriate software on a new PC by copying the appropriate image to a new computer’s hard drive instead of loading individual software applications.

Earned a reputation for multi tasking, proactively identifying and eliminating potential problems, prioritizing user requests, and resolving complex issues. Successfully resolve hundreds of issues monthly realted to Microsoft Office 2010/2007 and hardware without requiring escalation to a higher tier.

Provided technical support for migration of workstations from Windows XP to Windows 7 platform

Meeting 100% SLA requirements of the region through exceptional customer service and support.

Supervised and trained desktop support staff with strict adherence to organizational policies.

Desktop Support Analyst Mar 2004 to Nov 2005

DSI Group Inc.

Responsibilities:

Install, test, diagnosed, resolve and analyze technical problems in a multi-system environment.

Actively tracked and followed up on trouble tickets, reducing average response time from three days to two hours.

Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.

Setup and deploy several new systems and setups to the machines, built images and deployed those to the laptops using Symantec Ghost.

Achievements:

Created user accounts, mailboxes, network-accessible file sharing space with appropriate permissions and a grouping system.

Administered efficient desktop support, computer system, network calls and new computer installations.

Built, maintained, and repaired computer systems to improve speed, reliability and efficiency of operation.

Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions.

Desktop Support Analyst Nov 2001 to Nov 2003

Gerry’s Soft Logic, (DELL Computers)

Responsibilities:

Setup entire network of the company including the configuration of Primary Servers, Mail servers and enabling the 1000+ PCs and Dell Laptops on the network.

Proactively assisted with help desk duties, supporting printers, hardware, software and related technical issues.

Provide troubleshooting on laptops and workstations, including Ghost images for common operating environment/applications.

Administered users and group accounts and profile for Windows 2000 and NT.

Achievements:

Successfully achieved a very tight dead line to implement Network with Exchange and Proxy server services.

Setup, centralized and automated e-mail and other e-services using Exchange server and IIS servers.

Reduced stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment.

Configured, trained and maintained Internet email accounts for network clients.

System Support Specialist Dec. 2000 to Oct. 2001

Girne American University

Responsibilities:

Systems administration, implementation and troubleshooting of Windows 2000 and windows NT Servers and Microsoft Exchange Server.

Configure and maintain the system and networking services of the University.

Test and implement computer systems and provide user training.

Achievements:

Lead a team to migrate Windows NT/98 system in to a more optimized and scalable Windows 2000.

Explained and educated customers on their computer issues and how to prevent the problem from reoccurring as well as other common problems that occur.

Setup, configured and integrated Microsoft Exchange 5.5 with Active Directory.

Installed and configured Dell Servers, desktops and laptops using Windows NT 4.0 and 2000 Professional operating systems via direct installation and by using Norton Ghost

Education and Professional Certifications:-

Bachelor of Commerce (B-com)

CISCO Certified Network Associate, CCNA

Juniper Networks Certified Associate, JN0 -101

CompTIA Network Plus, N10-003

CompTIA A+ (220 – 601, 220-602)

Microsoft Certified Professional, MCP

ITIL V3 Foundation certification

Junos Operating System Highlights - Juniper

HP Desktops, Workstations and Notebooks Certification, HP2-896

References:

Available upon request

Contact this candidate