Technical Support Analyst

Murtaza Shujauddin

Katy, TX ***** 713-***-**** ********************@*****.***

WWW: Linkedin.Com/in/MurtazaShujauddin0b71011b/

Professional-Summary

Seeking a challenging position in a professional environment having opportunities for growth in software/hardware network environment. My training and skills in computer support, as well as my ability to learn quickly and apply knowledge effectively, would enable me to play a valuable role in expanding your Company. Professional Competencies Proficient in diagnosing and troubleshooting technical problems and applying knowledge to solve end-user problems efficiently. Worked in several different industries and environments in demanding roles. Analytical, dependable, fast learner, and able to work without supervision. Well-organized and highly efficient working in a multi-tasking dynamic environment. Ability to plan and organize. Strong knowledge of desktop operating systems,, including Windows and MacOS. Familiarity with network concepts, protocols, and troubleshooting techniques. Supporting audio-visual interface with computer workstations and telecommunications technologies. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Work History

APPLICATION SUPPORT ANALYST 04/2018 - Current

DM Clinical Research - Houston, TX

Provided technical support to users with hardware and software issues.

Installed, configured, and maintained computer systems, networks, printers, and other related equipment.

Performed system upgrades to ensure optimal performance.

Created and maintained user accounts for new hires or current employees.

Resolved complex problems by troubleshooting hardware and software applications.

Provided training and guidance to staff members on how to use various technologies effectively.

Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Created new accounts, reset passwords, and configured access to servers and file management software for users.

Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.

Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.

TECHNICAL SUPPORT/APPLICATION SUPPORT 01/2015 - 04/2018

Shipcom Wireless Inc

Company Overview: Our company-built software for VA (Veteran Affairs Hospitals)

Served as a primary contact for Catamaran, a supply chain management software.

Track incidents from open to close and completion of all calls through resolution of support issues

Assist with usability issues, operational definitions, change requests, and enhancements to Catamaran

Traveled to VA hospitals and provided Go-Live on-site support.

Track incidents from open to close and completion of all call documentation through resolution of support issues.

Supported resolution of usability issues in MD2 EMR healthcare software

Monitored transmission files in close collaboration with healthcare practice management

Installed desktop software upgrades as needed and assisted in the development of system documentation.

Created and maintained support documentation, and resolved activity errors.

Implemented ideas for continuous improvement, boosting support service effectiveness

Offered support for Knowledge and Litigation Management System (KLMS) through telephone and email

Managed service desk requests and liaised with third-party vendors continuously

Logged call data into Auto Task helpdesk system

Suggested enhancements for systems to decrease user issues

Used technical expertise to provide accurate and creative solutions to user problems in a timely manner.

Responsible for providing support to 400+ end users in multiple office locations across the Midwest region.

Troubleshooting software problems on both operating systems.

Added users to various local and global groups and authorized access to shared resources.

Responsible for the maintenance and smooth functioning of network printers.

Collaborated with NOC and infrastructure team to diagnose network issues

Collaborated on Kronos timekeeping project with IT team members

Our company-built software for VA (Veteran Affairs Hospitals)

IT SUPPORT SPECIALIST 01/1999 - 12/2014

Hewlett Packard - Houston, TX

Responsible for the overall quality performance for memory, processors and to drive necessary action to improve product quality that would actively contribute to the overall warranty cost for the assigned products

Focal point for performance and corrective action for the material used in company products

2 + years of using SAP tool in purchasing and procurement supported to business, buyer, and engineering departments

Lead the team to resolve quality issues with high sense of urgency (ship hold, production hold, Houston site)

Provide daily support to manufacturing floor, supervisor in charge of quality inspection technicians

Responsible for all the necessary engineering activities like product roll, part roll etc., is responsible for the overall success of these activities, and maintain cost effectiveness

Responsible for inspection inbound and outbound damages

Troubleshoot customer problems in an organized efficient manner

Assembled and installed electrical, electronic, mechanical components

Designed to answer technical inquiries regarding supply chain management issues

Participated in team environment directly related to new product introduction (NPI)

Operated machines used hand tools, and power tools to secure parts in place

Assemble install modify, test, and maintain, electrical electronic, mechanical assembles

Performed functional tests on completed assemblies and tested memories

Complete familiarity with most common LINUX commands, as well as HP LINUX commands used for running test at Hewlett Packard (invent) Houston, USA process

Complete networking skills with comprehensively used command line processing for all LINUX/ DOS/ UNIX command

Hands on trouble shooting, repair and maintenance of any type of RACK MOUNT/ Blade SERVER computers as well as any model of LAPTOP/DESKTOP computer with complete OS system installation as well as burn-in testing/ diagnosis of any parts as per its benchmark standards and preparation of comprehensive reports according to engineering department needs

Installation and network setup of all LAN, MAN, or WAN TOPOLOGIES

Comprehensively used MS office and outlook software for project management locally as well as internationally

Image+ Software testing of server computers, preparation of detailed report, emailing or storing the final images on a networked hard drive

Comprehensively used and provide support through all types of network resources, for example.

IP cameras, various location printers, hard drive mapping, fax machine, digital photograph enhancement and many more

Education

St Patrick College - Pakistan Master of Science

Business Administration And Management, 01/1995

Languages

English, Urdu, Hindi,

Technical-Skills

Strong technical support background, with experience configuring/imaging laptops and desktops.

Software: Office 365 Suite/ Outlook/ MS Word/MS Excel/PowerPoint, MS Azure/Visio,

MS Outlook/Exchange, SharePoint, Active Directory, Active Directory Groups,

Admin Level Access, Adobe Suite, ServiceNow, Citrix, Cisco AnyConnect VPN,

WebEx, Zoom, MS Teams, MFA-Multi Factor Authentication, DUO Mobile,

One Drive/Cloud Backup

Browsers: Internet Explorer/Edge, Google Chrome, Mozilla/Firefox, Safari.

Operating Systems: Windows OS 7/10/11, Android, IOS

Networking: TCP/IP, DHCP, Ethernet, Wi-Fi, Bluetooth, VPN, Firewalls.

Mobile Devices: IOS and Android. Blackberry

Hardware: Break/fix laptops, workstations, desktops/system boards, hard drives, network

color/laser printers, network scanners/plotters, Wi-Fi broadband routers.

Skills

Assist users in person and remotely with Software, Hardware, and authorization-related

concerns.

Provide phone and online support to users.

User-friendly and Team-Oriented Technician

Support audio-visual interfaces with workstations and telecommunications technologies.

Proficient in diagnosing or troubleshooting technical problems and applying knowledge to solve

end user problems efficiently.

Worked in several different industries and environments in demanding roles.

Analytical, dependable, fast learner and able to work without supervision.

Contact this candidate