Team Lead (Remote)  cloudIT – Phoenix, Arizona Providing remote support to CloudIT on behalf of GCS.
                                                                                                                                                                                                                 01/2022 to Current
Responsibilities:
·         Updating ticketing board, taking follow-up on old tickets from resources.
·         Assisting resources on daily basis with different issue
·         Handling escalations by L1,L2 Engineers
·         Monitoring the stats, Idle time, Billing hours of Resources through Bright Gauge
·         Coordination with project team to create new projects for clients
·         Making sure the documentation is updated if there is any changes in network, passwords, or any other procedures.
System Administrator/ Team Lead (Lahore Office)                                                       09/2020 to Current
Great Computer Solutions (GCS Inc. – Skokie, USA)
·         Coordinate closely with helpdesk team to ensure the compliance of GCS’ SLAs.
·          Balance load of tickets among team.
·         Escalate the tickets when necessary.
·          Manage, develop, and train the help desk team and evaluate their performance.
·         Contribute to improving customer support by actively responding to queries and handling complaints.
·          Follow up with customers to identify areas of improvement and log them in the standard GCS list.
·         Maintain a list of lessons learned and share it with teams monthly.
·         Develop management reports / dashboards on the help desk team’s productivity
·         Ensure the compliance of helpdesk support policies and procedures. 
·         Manage timely hardware delivery through courier by L0 resource.
·         Optimize the utilization of resources and balance capacity vs. utilization ratio.
·          Proactively assist the helpdesk team wherever required.
System and Network Engineer (L1, L2 Support to clients)
·         Provided Remote support to all the user
·          Updated procedures and documentations
·         Managed Voice, Servers (AD, Terminal, App servers) Office 365 and Printer Servers.
·         Created new procedures for onboarding and offboarding of users
·         Managed Zendesk ticketing portal generating monthly and weekly report 
·         Worked on SharePoint and OneDrive

·         Completely onboarding the client
·         Gathered all the information and created a knowledge base and then uploaded to IT Glue
·          Created procedures for all cloud and host-based applications
·         created procedures for onboarding and offboarding of employees
·          created onsite operation policy and then created and implemented Dell Image on  network
·          Implemented MFA policy on Office365 
·         Managing Ticketing Board on ConnectWise Manage

MANAGING WINDOWS SERVER 2019 BASED NETWORK.
MANAGING SQL 2019
INSTALLED AND IMPLEMENTED PBX SERVER
INSTALLED AND IMPLEMENTED VICCI DIALER SERVER
MIGRATED WHOLE NETWORK AND DOMAIN SERVER ALONG WITH SQL SERVER FROM 2008 SERVER TO 2019.
MANAGING PFSENSE AND SQUID
CONFIGURED VPN SERVER FOR SECURE TRAFFIC ON WINDOWS SERVER
INSTALLED AND MANAGING MIKROTIK ROUTER

1.Managing and Configuring Windows Server 2012 Based Network.

2.Managing Windows SQL Server 2012

3.Managing Configuring Windows File Server

4.Managing and Configuring Remote Based Networks or Masco Engery and Masco Spinning Mills

5.Scheduling Backups on Daily Basis of Windows Server, SQL and File Server.

6.Managing Group Policy on File server and SQL

7.Managing and Configuring Router and Switches

8.Performing Inventory and Giving Report to Senior Management.

9.Managing Group Websites Capanels and Email Addresses .

10.Managing and Configuring Time attendance Machine and Software.

11.Installing configuring different Accounts and company Inventory Related Softwares.

Managing and Troubleshooting of Windows Server 2012 Professional on 200+ Clients in Domain and Workgroup Network.

Installing network and computer systems

Maintaining repairing and upgrading network and computers systems

Diagnosing and fixing problems or potential problems with the network and its hardware, software and systems

Monitoring network and system to improve performance

Meeting up with the financial requirements by submitting information for budgets monitoring expenses

Preparing users by designing and conduction training programs, providing reverences and support.

Managing office environment and checking staff progress regularly

Designing and implementing office policies

• Giving Lectures to ACCA CAF Students on Computer Subject.
• Managing and troubleshooting Domain Network of Window Server 2008 and Window 7 professional on 150 nodes Domain and Workgroup.
• Managing supervising Domain network of remote branches.
• Installing , Configuring and maintaining PFSense.
• Managing , Supervising and Maintaining British Council Servers for online Examination by British Council.
• Managing , Configuring and Maintaining Pearson VUE servers including Exam Machine , Exam Server and client machine For Exams By Pearson VUE.
• Maintaining , Supervising Both Authorized Test Centers British Council and Pearson VUE , and Conducting Exams.
• Conducting Online Classes through interactive Smart Board and interactive projectors.
• Installing , Configuring and Managing Wireless Networks.
• Supervising and Maintaining Lan based network.
• Schedule backup tasks on daily basis; create backup copies on backup servers & External Media .
• Maintain & monitor all network performance.
• Forwarding daily activity reports and official applications backup reports to the higher management.

Managing troubleshooting Domain Network of window server 2012

Monitoring ,analyzing of whole network including clients on window7, window8.

Keeping backup of Data base every day

Monitoring , Managing Database server (SQL 2012)

Configuring Cloud Printing For Clients.

Managing user and groups using Active Directory

Configuration and implementation of Group Policies on whole network

Leading my team and assist them in any trouble.

Forwarding Daily activity report to Director of company

Managed and troubleshoot Domain Network of Windows Server 2003/2008, Windows XP Professional and Windows Server 2000 on 350 nodes domains and workgroups
Deployment of new departmental networks
Microsoft Exchange server 2003
• Installation & Configuration of Proxy on servers and users end.
• Installed, configured and maintain ISA servers 2004/2006 for whole Network.
• Schedule backup tasks on daily basis; create backup copies on backup servers & External Media.
• Maintain & monitor all network performance.
• Forwarding daily activity reports and official applications backup reports to the higher management.