Customer Service Engineer

Nizam Husain

AL Qouz # * Dubai, UAE Mobile +971-**-****-*** *********@*****.***

SUMMARY OF QUALIFICATIONS

Success-driven, results-focused, and adaptable IT professional with experience in IT operations and customer service, encompassing technical support, workstations maintenance, and basic server administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. AREAS OF EXPERTISE

• Customer Service

• Help desk ticketing systems

• Office 365 management

• Tier 1 level troubleshooting

• Active directory user management

• Exchange server user management

• Client and server technology

• ITIL Process Understanding

TECHNICAL/COMPUTER SKILLS

Operating systems Windows 10, (32-bit /64-bit), Windows 7/8 (32-bit/64-bit), Servers 2008 and 2016

Networking LAN, WAN, WI-FI, TCP/IP, DHCP, DNS

Patch Management Basic Desktop Central, SCCM

Security & vulnerability Windows Firewall, Dell SonicWALL, Antivirus, Symantec, trend micro AVG

Remote/Shadowing Zoom, VPN, Zoho Assist, SCCM, Citrix Receiver, MS Teams Ticketing Systems BMC Remedy, ServiceNow

Desktop App Microsoft Word, Excel, Outlook, PowerPoint, Software Management Spiceworks, Desktop Central, Office 365, PROFESSIONAL EXPERIENCE

Amusement White Water LLC

Title: IT Support Engineer

Oct 2012 to Present

• Performed diagnostic and troubleshooting of system issues.

• Installation of MS-windows and other applications (AutoCAD, 3d max, QB, Citric receiver etc.)

• Provide support and technical issue resolution via E-Mail, phone and other electronic and in-person means.

• Route requests to other Support Groups when required.

• Monitor all systems for any Tier 1 related problems.

• Prepare Client workstations and maintain them for their optimum performance at all times.

• Install, assemble and configure computers, monitor, network infrastructure, and peripherals such as printers, scanners, and related hardware.

• Deploy Antivirus to the user’s machine.

• Configure SonicWALL and site to site VPN through IPsec.

• Setup IT stuff for site office.

• Install Server 2008 and 2016, active directly, exchange server.

• Backup and restore server through Symantec backup Exec, Windows Server Backup.

• Create user name and password for Domain users.

• Create user mailbox in exchange server

• Pull cables and rewires or direct the rewiring of cables as required for new installations and office configurations.

• Liaise with the vendors on any problem arisen concerning the IT resources, which are still in warranty.

• Maintain the record of IT assets for references.

• Provide constant follow-up and communications for closure of daily incidents to impact the customer.

• Monitor the status and progress toward resolution of all open incidents.

• Communicate effectively on the phone, and in-person.

• Produce clear and concise written communications, for incident management.

• Keeping IT Director informed of progress in solving problems when appropriate.

• Ability to work in a fast-paced and intellectually-challenging 7/24 environment.

• Educating and training existing customers on new applications or infrastructure that is being rolled out.

• Working on BMC Remedy to resolve users’ calls.

• Contacting the end user to resolve the ticket

• Registering the incident request record

• Closing the incident request

Elitser Recruitment Services

Client: Emarat Petroleum Dubai UAE

Title: EUC Engineer. (22 March 2020 to 22 April 2020) Hired for short period of time (COVID-19 Emergency)

• Assist users with desktop and laptop application issues and configure user outlook and user profile

• Conduct remote desktop troubleshoot / Online support to end-users

• Join pcs to azure active directory domain user end

• Install Intune Company Portal and configure outlook, MS outlook and MobilePass token in User End

• Install Citrix receiver and check user can access office PC and oracle over the remote.

• Prepare New PCs and Notebook for remote users.

• Install MS teams and ZOOM on user mobile and laptop.

• Resolve day to day user problems and help them with Microsoft windows, MS-office and internet issues. Future soft solution India.

Client: TECH MAHINDRA LTD. Noida, India

Title: Desktop support Engineer.

24th April 2012 to till 1st OCT 2012

• Resolve Network and Software installation issues.

• Working on BMC Remedy to resolve users’ calls.

• Giving Technical support to Tech Mahindra clients in 24/7 environment

• Handling the Issues related to Network connectivity, All Desktop level problems.

• Provide professional technical support and troubleshooting for all Desktop related problems.

• Operating System Windows 2007/XP/Win98

• Antivirus Solutions Norton Antivirus, MacAfee, Trend Micro.

• Configuration of Cisco, Avaya hard & soft phones user end Tikona Digital Networks PVT LTD INDIA.

Title Technical Support Executive.

10 May 2010 to 10 may 2011.

• On-site installations

• Correction and repair of clients' broadband service

• Equipment troubleshooting

• Customer service and education

• Detailed record keeping

ACADEMIC& TECHNICAL QUALIFICATIONS:

• Bachelor Degree from VBSP university in India

• Diploma in computer Hardware and Networking from Five Tech Solution.

• CCNA Certified from NIIT Institute New Delhi

• Microsoft Certified IT Professional MCITP SERVER 2008 FROM NEW HORIZON Institute in New Delhi Personal Details

Name: Nizam Husain

Father’s Name: Late Mr. Naseem Akhtar

Date of Birth 10 July 1987

Languages Known English, Hindi and Urdu

Valid UAE Driving License

DECLARATION

I Hereby Declare, that all the above given Information are True to the Best of my knowledge. Date:

Place: (Nizam Husain)

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