IT Support Engineer

TASAWAR MUGHAL

IT SUPPORT ENGINEER

PROFESSIONAL SUMMARY

A multi-skilled professional with 5+ years of experience in IT industry. Progressive experience in a Network Operation Center (NOC), IT Operations, Desktop Support, Inventory Management, Active Directory, System Installations/Upgrades, Hardware/Software Testing, Connectivity Maintenance, Troubleshooting, Technical Support, Customer Service, Networking, Social Media Management. Working knowledge of Windows Server, server applications, Windows server monitoring, Problem management experience, WIN 7, 8, 10, Microsoft Office 2007, 2010, 365, debugging environments to determine root cause. Strong experience in providing 1st line IT Support.

PROFESSIONAL EXPERIENCE

MARCH 2016 – DECEMBER 2019

IT SUPPORT ENGINEER I – H Tech Supports

Installation and configuration of computer hardwar, operating systems and applications.

Monitoring and maintenance of computer systems and networks.

Discussion with staff and clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.

Troubleshooting system and network problems, diagnosing and solving hardware or software faults.

Worked closely with L2 IT Support teams to continuously improve/promote L0, L1, and L2 fault-resolution.

Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction.

Assisting senior IT management in developing IT policies that conform to overall IT strategy.

Provide first level support if an issue arises.

Report extra services provided beyond SLA.

Created and managed email distribution lists, managed users and added/removed users to/from email groups.

Peripheral installation/support (LAN/local printers, card readers, scanners, etc. ).

Provides support, including procedural documentation and relevant reports.

Following diagrams and written instructions to repair a fault or set up a system

Supports the roll-out of new applications.

Creation of new users' accounts and profiles and deal with password issues.

Responds within agreed time limits to call-outs.

Continuously worked on tasks until completion (or referrel to third parties, if appropriate).

CCTV cameras installation, monitoring, maintenance

Creating / Managing users on Office 365.

Co-ordinating with end users to log-in to PCs.

OCTOBER 2014 - FEBRUARY 2016

IT HELPDESK ENGINEER - Novatore Solutions Pvt. Ltd.

Served as the first point of contact for end-user support of computer systems/network on a routine basis via IT Helpdesk.

Network designing and configuring the company's local, wired and wireless, and voice systems.

Manages the daily activities of local network systems and perform diagnostics.

Responsible for installation, administration, and testing of operating systems, software, switches, cabling, and other related network components/equipment under the guidance of the Team Lead in accordance with published standards.

Configures and supports servers, desktops, laptops for Microsoft Windows Operating system.

Installs, configures and supports operating systems, enterprise business applications, and miscellaneous software applications.

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance to investigate and resolve reported software and hardware issues for end users.

Monitored ticket metrics and delegated various tasks to technicians when required.

Provides remote technical assistance to end users using remote desktop.

Knowledge of Cisco network products and LAN/WAN hardware administration.

Knowledge of Microsoft Windows and current Microsoft Office versions and Office 365.

Good knowledge of technology and a basic understanding of supported products Record, prioritize, categorize, track, report and resolve all issues, including inquiries, incidents, problems or changes reported by the customer.

Consults with higher level technical support to determine resolution, or transfers unresolved issues to Level 2 or a Subject Matter Expert (SME).

Creates, updates, and resolves all issues within the current issue tracking system.

Can easily work independently, exercise good judgment, and apply specialized knowledge to a variety of situations.

EDUCATION

2006-2010 University of AJ&K, Mirpur

Bachelors in Information Technology (Hons.)

2003-2005 Unique College, Muzaffarabad

Fsc (Pre-Engineering)

SKILLS

Honest, Hardworking, Self motivated, Team player, Consistent, Communication, Project management, Tech-Savviness, Flexibility, Customer service

WIN 7, 8, 10.

Microsoft Office 2007, 2010, 365.

Active Directory.

Troubleshooting, Technical Support, Customer Service, Networking, Remote Desktop, Inventory Management.

Active Directory.

ITIL

LANGUAGES

Urdu : Mother Tongue

English : Advanced

REFERENCES

Will be furnished on request.

Cell No: +971-**-***-****

Email: adcm8r@r.postjobfree.com

Date of Birth: August 12,1988

Nationality: Pakistani

Visa Status: Visit, Expiry May 16, 2020

Address: Apt # 703, Al Zahabaiya Hotel Apartments, Deira Dubai

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