Technical Support Desktop

Address Mobile: +*(***) -***-****

Ontario Canada E-Mail: ********.**********@*****.***

Syed Mohammad Ali Naqvi

Experienced IT Customer Services

Desktop Support Technician Technical Call Centre Experience Windows and Novell OS ITSM Tools, Active Directory, Remote Connectivity, MS Office, Printers, VPN

Skills and Abilities

Leadership and management

Strong work ethic, Ability to manage and organize information

Willingness to keep learning Effective oral and written communication skills, Independent

Goal orientation, Teamwork

Technical Skills:

Technical Competency, Risk Assessment, Behavioural Competency

A+ certification Familiarity with hardware/software installation and configuration

supporting Microsoft desktop operating systems in Windows 10 and 11, including imaging software.

Significant* experience installing, configuring and maintaining the desktop hardware, software and peripherals.

Ability to provide IT problem solving and support desktop operating systems and applications.

Experience installing and supporting Linux & Mac OS. Experience supporting Servers/VM.

Respect for Safety Security, Integrity and Transparency, Accountability

Result Focus working efficiently and effectively, strong project management skills

Strong Analysis Decision Making, Communication Effectiveness.

Ms Office (Word, Excel, PowerPoint, Outlook).

Work Experience:

Jun 2022 – Current Rogers, Toronto, Canada Tech Support Consultant

Delivered top-tier technical support by responding to customer inquiries, troubleshooting issues, and providing effective solutions for a wide range of technical problems.

Demonstrated expertise in diagnosing and resolving hardware and software issues, offering in-depth guidance and assistance to customers to ensure their technical needs were met promptly and satisfactorily.

Collaborated with cross-functional teams to escalate and resolve complex technical issues, facilitating the seamless exchange of critical information to ensure customer satisfaction.

Stayed current with industry trends and emerging technologies to provide up-to-date technical support and recommendations, reflecting a commitment to continuous learning and improvement.

Maintained detailed records of customer interactions and support cases, ensuring accurate and effective tracking of issue resolution.

One Ten Solution IT Technician

Toronto, Canada Apr 2022-Till Date

Contract Assignment

Installation and maintenance: Responsible for software installation, operating system upgrades, antivirus and windows patch updates, as well as printer and peripheral installations.

Troubleshooting and repair: Troubleshoots and repairs software applications, operating systems, printers, peripherals, and infrastructure issues.

Helpdesk escalation: Escalates helpdesk tickets related to in-house, 3rd party applications, and market data applications, including after-hours support when necessary.

Proficient in utilizing remote management software such as LogMeIn and TeamViewer to assist in troubleshooting various issues. Proficient in diagnosing and resolving issues pertaining to Desktops, Laptops, MAC, Windows operating systems, and O365/M365 applications.

Skilled in troubleshooting Unified communication tools, including addressing Teams and Zoom video call-related problems.Familiar with collaboration tools, meeting room equipment, and conducting meeting room checks.

Experienced in Windows 10 and 11 migration, user profile management, and data backups.

Capable of resolving issues related to Windows Profiles, printers, and shared drives.

Proficient in troubleshooting network connectivity problems.

Competent in deploying standard images on desktops and laptops using Endpoint Manager/Intune.

Provides prompt and effective 1st line technical support via phone and email, maintaining a high level of customer service in alignment with service management principles.

Demonstrates proficiency with IT infrastructure tools, including Azure AD, Endpoint Manager/Intune, and M365, preferred have a strong understanding of Microsoft Office 365 (Excel, Outlook, Word, OneDrive, Teams, etc.), the Windows 10 environment, and the ability to troubleshoot both software and hardware-related issues.

Demonstrate expertise in Active Directory (AD) by assigning security groups for new and existing users, creating and managing email distribution lists, and effectively handling onboarding and offboarding requests. Additionally, possess knowledge in Exchange Server administration.

Provide excellent customer service skills while working with service desk and RDS to resolve technical problems and respond to support requests from clients.

Manage desk side support and customer relationships, as well as vendor relationships, to ensure the smooth running of the core team and adherence to SLAs and quality targets.

Utilize project management skills to participate in incident handling and bigger desktop changes such as the rollout of new antivirus.

Use knowledge of SD operation and tools to track and implement requests as planned, and to perform upgrades as directed to ensure the longevity of equipment.

Possess Microsoft environment knowledge (desktop & server) and technical understanding of desktop service products to ensure computers connect seamlessly with diverse systems

Documented end user identification information and the nature of their problem, while recording, tracking, and documenting the problem-solving process for each support ticket.

involve accessing software updates, drivers, and knowledge bases to resolve problems, and testing fixes before closing support tickets to ensure that the problem has been adequately resolved.

Define delivery schedules and ensure execution to plan for assigned deliverables. Lead small scale internal projects as necessary.

United Bank Limited System Implementation & Monitoring Process Support

Islamabad February 2012– Jan 2022

Manage all branch issue regarding operation, Handle customers effectively by providing the finest customer Responsible for Project of implementation of New Core Banking System (SYMBOLS)

Removed Systems Exceptions with pre and after migration activities make sure the data migrated correctly and there is no ambiguity left in system process.

showed excellent customer service and communication skills while providing technical assistance on the configuration, setup, maintenance, and initial troubleshooting of common computer systems, hardware/software.

Provide analysis reports to Project Management for new operating systems compatibility for new migrated/system. Upgrade all the desktop and hardware according to implemented/migrated system.

Delivers end-to- end process of the execution of the project and ensures nature and extent of testing is appropriate to support the objective, scope, and overall opinion according to compliance.

Support documentation: Creates and maintains support documentation and interacts with other support groups within the firm across multiple platforms.

Asset management: Responsible for asset management and inventory updates, as well as assisting Corporate Services with receiving IT equipment from the loading dock.

Multimedia support: Provides multimedia support and assistance for town hall setups or office events, participates in outage escalation, and provides vendor escort floor support.

Post migration support/training to branch staff, resolve branches problems through e-mails and remain available for branch on call for help and support.

CITI BANK N.A Information Technology Help Desk

Islamabad Jan 2008 to Feb 2012

Assist in the day-to-day operations of the IT infrastructure.

Assist the IT/Telecommunications team with managing internal client/customer request, provide support to other departments and staff as required.

Set up workstations with computers and necessary peripheral services Install and configure appropriate software and functions according to specifications.

Collect, organize and maintain a problems and solutions log for use by other technical support analysts.

Provide business systems, network and Internet support to users in response to identified difficulties.

Responsible to solve all Help Desk call logging for any network or customer problem, then it co-ordinate if necessary with other site’s WAN support staff to completely resolve the problem.

Education History:

Bachelors in computer sciences (BCS-IT)

Professional Certification & Training:

System Audit, Art of Growth, Communication Skills

Guideline on Process Management-Onsite/Remote Inspection

Customer Service Coordination - 6-Months Training Certificate.

Technical Degree in IT Technical Support Services, CompTIA A+ in process

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