Amjad Iqbal

 Managed enterprise network infrastructure (LAN/WAN, routers, switches, firewalls, WLAN, structured cabling)
 Configured and troubleshot TCP/IP networking (VLANs, DNS, DHCP, VPNs, security policies)
 Monitored and optimized network performance (latency, bandwidth, packet loss, availability)
 Supported VoIP/IP telephony systems (SIP, RTP, QoS)
 Provided technical support for servers, end-user systems, Microsoft 365, and Active Directory
 Installed, configured, and maintained network devices, operating systems, and enterprise applications
 Maintained IT security controls including firewall rules, endpoint protection, and access management
 Supported telecom and IT infrastructure deployments, site preparation, and equipment installation
 Used monitoring and diagnostic tools to ensure system uptime and network reliability
 Managed technical and project documentation in line with company and client standards
 Controlled document versioning, approvals, and distribution using document management systems
 Maintained network diagrams, topology maps, configurations, and as-built documentation
 Prepared technical reports, project deliverables, and handover documentation
 Coordinated with engineers, vendors, and clients to ensure accurate documentation
 Tracked document status, approvals, and compliance requirements
 Supported audit and quality processes through proper document traceability and records management

My role also requires conducting on-site installations, system upgrades, and providing technical support to
clients to ensure that all equipment functions correctly and securely. I work closely with clients and team
members to design and implement efficient, scalable, and secure solutions that meet both technical and
security requirements.

• Providing IT support on client sites & Windows OS.
• Technical Support & Troubleshooting.
• Hardware & Software Management (Install/Configure and maintain end-user devices).
• Windows Server/Active Directory basic knowledge, Microsoft Office applications (O365), and
understanding of network devices (Cisco and HP).
• Basic understanding of network topology (TCP/IP, DNS, WINS).
• Experience managing mobile devices.
• Understanding of first-level application support.
• Strong customer service mindset.
• Conduct support operations with global teams and tools on a day-to-day basis.
• Handling multiple technological domains: Servers & Storage, Communication Technology, and
Managed Desktop Services.
• Strong problem-solving capabilities.
• Experience working in IT projects.
• Experience in IT operations for Factory and Office environments.
• Provide security standards and practices to protect & secure confidentiality, integrity, and
availability (CIA).
• Monitor network traffic, system logs, and user activities to detect and respond to security threats.
• Assist in vulnerability assessments, identify security risks, and support remediation efforts.
• Apply cybersecurity best practices such as patch management, endpoint protection, and secure
configurations.
• Support firewall rule reviews and configuration changes (Fortinet, Palo Alto, Cisco ASA).
• Implement and manage access control policies, authentication mechanisms, and user permissions.
• Support incident response activities including reporting, containment, and follow-up
documentation.
• Perform basic security audits on devices, user accounts, and systems to ensure compliance with
security policies.
• Assist in maintaining secure backup strategies and data protection procedures.
• Ensure all systems follow corporate security guidelines and regulatory compliance requirements.
• Educate end-users by providing basic cybersecurity awareness to prevent phishing, malware, and
data breaches.

User Support & Troubleshooting
• Provide Tier 1 & Tier 2 technical support for end users.
• Diagnose and resolve software, hardware, and network connectivity issues.
• Assist users with login problems, email issues, printers, and application errors.
Ticket Management
• Use ITSM tools (e.g., ServiceNow, Jira, Freshservice) to log, prioritize, and resolve tickets.
• Escalate complex issues to higher-level support teams.
System Setup & Maintenance
• Install, configure, and update operating systems and applications.
• Set up new user accounts, profiles, and permissions (Active Directory, M365, Google
Workspace).
• Perform routine maintenance on workstations and peripherals.
Customer Service
• Communicate technical information clearly to non-technical users.
• Provide remote and onsite support with professional service.
Documentation
• Document troubleshooting steps, FAQs, and knowledge base articles.
• Maintain asset inventories for laptops, desktops, and software licenses.
Security & Compliance
• Assist with antivirus updates, patching, and basic security monitoring.
• Enforce IT policies such as password rules and data protection practices.