Asset Management It Support
Resume:
Professional summary
Skills
SHAHROZ BAIG
Dammam, Saudi Arabia 32236
**************@*****.***
As an IT Specialist, I support business by maintaining its technology and ensuring adequate information for the ticket is captured from the user for L1/L2/L3 team to troubleshoot and resolve issues. I have hands-on experience with ITSM Service Now, asset management, racking and stacking, hardware support, and imaging and configuring devices according to the organization's procedures and guidelines.
I have over 7 years of experience in various IT roles, working with well-renowned organizations such as:
HCLTech
Mondelez International
Hitachi Energy
Oilspills Bahrain
Proctor and Gamble
Johnson and Johnsons and several government ministries. I have demonstrated skills in diagnosing and troubleshooting technical issues, managing and administering networks, supporting VIP clients and users, resolving break fix issues, and assisting on different network-related projects with NOC, BT, CAAS teams.
I am motivated to make a contribution to the organization to the best of my ability and to develop new skills and share knowledge while interacting with others and achieving new heights.
IT Management
IT Service Desk
Troubleshooting
End User Computing
IT Asset Management
Help Desk
Active Directory
Ticketing Systems
Troubleshooting
Computer Networking
Domain Controller
Break Fix
Microsoft Office
Remote Desktop
Leadership
Problem Solving
Work history
IT Operations
System Administration
Printer Support
ServiceNow (SNOW)
End-user training
VPN
Application support
June 2022
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Current
Excis Compliance Dammam
IT Support Specialist
Responsible for supporting a business by maintaining its technology. Ensure adequate information for the ticket is captured from the user for L1/L2/L3 team to troubleshoot and resolve issues.
Provided remote support for product functionality, maintenance and troubleshooting.
Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
Participated in weekly department meetings to provide input on new and technical processes.
End User Computing
Asset Management
Racking and Stacking
Providing Hardware Support
Resolve Break Fix Issues
ITSM Service Now
Coordination with the NOC Team for Upcoming and ongoing Projects at the Plant.
Hands-on Experience Assist in day-to-day maintenance of operating systems including backup and recovery, adding, and deleting user accounts, and performing software upgrades.
Imaging and Configuring Laptops/Desktops/iPads/Screens according to organization's procedures and guidelines.
Perform Technical and Administrative tasks related to IT Deskside Support – Help users connect to the network, printers, file server, SharePoint and resolve any technical issues across project sites. MFA Configurations Coordination with cross functions departments and users Monitoring Audits with Smart audits at Plant and Sales Office Both. Troubleshooting Hardware, Network, Software, Printer. Managing the day-to-day calls (On Call/Microsoft Teams Support) Coordinating with Internet and telecom service providers for any performance related issues.
Processing ISPs invoices and keeping records of it. Collaborate with other professionals to maintain standards and functionality.
IT Support Calls Includes: Active Directory User Management. Receiving Custodies of resigned/Leaver employees Microsoft 365 Adobe Licenses Requests and fulfill.
Tracking custodies and toner consumption (Manual sheets) June 2020
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June 2022
Ministry of Municipal and Rural Affairs and Housing Hassa IT Engineer
Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Hand On Experience on Ticketing System: DAEM
• Problem Determination and Solving the Issue within Agreed SLA.
• Installing, configuring and managing required drivers and software on all computers.
Resolve Break Fix Issues related to Desktops, Laptops, Scanners, Printers, Card Printers etc
• Using NAS to manage and maintain all server backups and file restorations.
• Managing the technology department including desktop support technicians.
• Executing off-site replication and archiving using resources and VPN tunnels.
• Rolling out security patches, services, and other server administrations DNS and DHCP.
• Exchanging email server administration including user setup, mailbox configuration and data-store management.
• Ask customers targeted questions to quickly understand the root of the problem.
• Installing and configuring computer hardware, software, systems, networks, printers, barcode printers, card printers and scanners.
• Installing Tonners, Image Units, Rollers and any Hardware Replacement If required.
• Monitoring and maintaining computer systems and networks
• Responding in a timely manner to service issues and requests
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
January 2018
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June 2020
United Group Khober
IT Support Engineer
Received help tickets from users within the company and delegated tasks to appropriate departmental personnel.
• Provided on-phone and online support for users in other branches.
• Delivered troubleshooting solutions to departments and console operators
having trouble with software, hardware, and network connectivity.
• Implemented improved assessment and analytical techniques for further
achievement of identified departmental goals.
• Drove enhanced performance figures for IT team and department to meet
stated management expectations and relevant standards.
• Installing, Managing, and Configuration Windows Operating System
• Assists in the delivery of services as it relates to installation, configuration and troubleshooting of computer systems, printers and network connectivity.
• Working knowledge of computer hardware design, software applications,
system maintenance tools, and LAN and WAN specifications
• Excellent telephone skills and good ability to use Remote Access
• Assisted customers with anti-virus program installations and virus removals.
• Performed upgrades and installed updates.
• Completed troubleshooting and repair when computers had problems.
• Assisted office staff with computer application questions.
• Troubleshoot for programs including Adobe Acrobat, Creative Suite, and Microsoft Office, Access, Excel, Outlook.
• Built And Deployed Image for Windows.
January 2017
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December 2017
Digital Myth Solution
Service Desk Engineer
Provide Customer Support via Phone Calls and Emails Answer Queries Regarding any technical issue
Education
Verify clients and order information for data accuracy Supported out-of-hours service by working unsociable hours on-call. Schedule Technician's Visits
July 2016
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January 2017
Ministry of Environment,Water and Agriculture Dammam I.T Support cum Technician
Hardware & Software Support
Troubleshooting Networks
To manage the remote branches and give the support over phone remote access or physically
Worked alongside service desk to provide 1st and 2nd line support to users deskside and remotely.
Built and maintained customer trust by maintaining ongoing communications until resolution.
February 2016 University of Lahore Lahore, Pakistan Bachelor's degree: Computer Science
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