Enter Description

Effectively troubleshooting and providing remote support regarding various hardware & software issues to more than 500 clients all over US; analyzing and resolving technical problems for established computer networks
Skillfully handling remote configuration and management enterprise applications such as active directory and exchange; rendering support to windows 2012/2016 servers; conducting diagnosis and resolution of SonicWALL firewalls/routers
Adept at handling remote support and maintenance of imaging & dental practice software including imaging machines; proactively resolving first and second line support calls including AD admin, permissions and office 365
Serving as a liaise between firm and vendors; expediting issue with vendors where appropriate; assertively negotiating with key suppliers; working on different remote technologies such as IDRAC, screen connect, LogMeIn etc.
Effectively working on various NOC technologies such as network monitoring, network security, backup & disaster, recovery management, monitoring agents & handling antiviruses for clients

Working at Service Desk

Respond to all support requests in a prompt, professional, and courteous manner from customers all over the world.
Responsible for logging all calls reported to the Service Desk via Telephone or Email.
Accountable for quality and efficiency aspects of each customer query, in line with customer expectations and agreed time frame (SLAs).
Complete follow-on actions as appropriate.
Invoke escalation procedure both technical and non-technical in a prompt and timely manner.
Resolving 1st and 2nd line support calls including AD Admin, Permissions, Application Support.
Responsible for escalating issues to 3rd Parties where necessary.
Monitor incident and request progress against SLA targets, liaising with support groups, and keeping customers informed of progress.
Perform quality checks and close resolved support calls with the agreement of customers.
Use remote access software to interrogate end-user PCs to troubleshoot and resolve technical issues.
Taking part in the initiating process improvements to the service.
Produce Management Information as required by the Service Desk Manager.

Worked at IT Department

Provided IT Support at L.I.F.T. Pakistan Conference, Including Wi-Fi Deployment at Pak-China Center.
Maintaining the Servers and ensure high availability.
Install and configure Anti-Virus Software on Servers and clients.
Perform backups of data whenever required.
Maintain and update the domain users and policies.
Update PC\'s and hardware allocation reports.
Maintain Inventory records of all the IT equipment including servers and client machines.
Respond to inquiries made via system support request forms or electronically.
Firewall administration and internal network security.
Configuration and setup of all new server systems.
Maintenance of existing anti-spam and anti-virus systems.
Install and configure computer hardware operating systems and applications
Monitor and maintain computer systems and networks.
Troubleshoot system and solving hardware or software faults.
Provide support, including procedural documentation and relevant reports.
Purchasing and Repairing of Hardware.

Worked at IT Department

Deployed a PBX based call center for Free & Fair Elections Network (FAFEN) Project.
Handling Call Center IT issues and resolves them as per their priority and maintains their workstations & telephonic System.
Respond to IT related queries in a timely & accurate manner and resolve them as per user\'s requirement.
Managing and maintaining Server Room and all network routers, switches and patch panel up to date with tagging.
Worked on Elastic PBX server, creation of new Extensions, Direct Lines and update directories.
Maintaining attendance and configuration of Biometric/ Access Control devices.
Managing and configuring WIFI devices, Access points, Printers and Scanners, NAS & MS Update Server.
Coordinate with vendors for all IT purchases, maintain proposals in the updated vendor file and responsible for all IT Equipment Stock.
Worked on Wireless Controllers, Wired & Extended Wi-Fi AP\'s, Smart Firewalls, DHCP & DNS Server.
Testing of laptops, Projectors, Polycom\'s for conference with foreign delegates.
Management, Creation and resolve issues of company Emails. Configuration of MS Outlook against their email and change the behavior of outlook as per user requirement.

Worked at NOC Service Desk
Configurations/Troubleshooting of Network Elements (ZTE, Huawei, Alcatel).
Provided IT support to the field teams over Network Elements, Access Points (AP\'s), PSTN, Wired Network.
Surveillance of PTCL network.
Provided training to the newly hired team members.
Preparations and management of 24/7 call-out duty roster.
Provided solution of user authentication problems in coordination with the RADIUS Team.
Complaints handling through CRM Portal reported by customers.

Worked at NOC Operations
Responsible for smooth network services.
Responsible for compiling a monthly report using MS Excel & Access that was presented to the higher management.
Monitoring of PTCL network all over Pakistan.
Resolved network hardware issues with the help of field teams.
Provided technical support to the field teams via Telephone or Email.
Preparation of daily, weekly, and monthly network performance reports & Documentations.
Daily or schedule Windows Backup and Recover (If Require).
Participate in 24x7 call-out Rota and resolve problems.