Customer Service It Support
Resume:
Muhammad Suleman
Watertown, MA
*******.*****@*****.***
PROFESSIONAL EXPERIENCE:
Bahwan Cybertek, Natick, MA
IT Support Engineer Sep 2021 – March 2022
• Responded to all queries and incidents coming in as Phone calls, E Mails
• Search and identifying solutions to software and hardware issues
• Diagnosed and troubleshoot technical issues
• Provided solutions to problems through logical thinking
• Took ownership of customer issues reported and seeing problems through to resolution
• Understanding of CCTV, devices, Network, WIFI and VOIP NWN Corporation, Waltham, MA
Senior Customer Success Center Engineer Feb 2020 – Apr 2020
• Managed and maintained IT networks of many small to medium sized businesses throughout the U.S.
• Managed client networks, troubleshoot and resolved issues and completed projects, such as network desktop/server installations.
• Configured and installed Cisco network configurations, software‘s etc.
• Provided customer service and satisfaction in the area of desktop services, providing a high level of technical expertise, and in a timely fashion.
• Diagnosed and resolved technical issues in association with end user/client devise and/or software using authorized tools and follows Information Technologies documented policies and procedures.
• Provided coaching and mentoring to assist junior personnel develop their skill set.
• Maintained knowledge of industry trends and potential impact on the support business. Partners Healthcare, Somerville, MA
Information Systems Analyst Sep 2018 – Jul 2019
• Ensured proper maintaining of company's technology network on Microsoft Azure platform.
• Supported Windows OS 7-10 & MAC OS X (Mojave), approximately 200+ end users.
• Maintained and provided support to office365 related issues.
• Established VPN connections, created and maintained telephone and voicemail accounts using Cisco services.
• Provided support for cell phones, printers and various medical devices and softwares.
• Provided professional, efficient and effective customer service to our end user community.
• Answered and recorded calls coming into the 24/7 Service Desk using ITIL best practices.
• Processed tickets submitted through self-service using ITIL best practices. Granite Telecommunications, Quincy, MA
Network Operations Analyst May 2018 – Aug 2018
• Remotely assisted Granite customers with issues related to hardware, software, and Broadband communications systems and devices as well as troubleshooted issues on problem calls from field technicians.
• Monitored Cisco network systems including telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications.
• Performed systems testing and operational tasks including installing patches, network connectivity testing, script execution etc.
• Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
• Notified customers and third-party service providers of issues, outages and remediation status.
• Followed up with customers and internal departments to confirm that issues have been resolved in a timely manner that is satisfactory to the customer. EDUCATION:
University of Massachusetts, Boston, MA
Bachelor of Science
Major: Information Technology May 2018
Related coursework: Windows System Administration, Network Service Administration, Network Security Administration, Amazon Web Services Data Management, Relational Database, Project Management, Web Fluency, Intro to Linux
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