IT Analyst
The Aga Khan University Hospital, Karachi, Pakistan
Total years of experience :15 years, 8 Months
• Provide 1st and 2nd line IT Support/helpdesk to staff and client/customers, logging all calls and correspondence onto the Helpdesk software (Webfront) and then fixing remotely via PC any ware, where possible. If a fix was not possible I would then escalate the fault to the correct engineering team.
• Monitoring the network and servers for AKU. If any incident comes-up I need to liaise with the correct team.
• Proactively monitoring and maintaining Windows-2003 Server, Windows XP, Windows 7, MS Office 2010 and MS Office 2013.
• Progressing tickets in order to maintain service level agreement (SLA).
• Keep records of correspondence and communication.
The Aga Khan University Hospital, Karachi, Pakistan.
IT Executive Support Engineer.
• Provide IT Support to all AKU Executives (President & Vice President). If they travelling to abroad then I have to provide them support remotely via Team viewer or anydesk application.
• Managed Executive requests via Webfront (Microsoft) ticketing system to properly categorize, notate, and ensure prompt resolution.
• Installation and configuration of Apple Airport time capsule via airport utility.
• Installation and configuration of OS El Capitan, Sierra, High Sierra and Mojave on the Executive MacBook’s.
• Use the Etre Check application for finding the MacBook health status.
• Installation and configuration of printers and scanners on the Executive MacBook’s and laptops.
• Work closely with higher tiers and external service providers to ensure any incidents or problems are dealt with as effectively and quickly as possible.
• Use CrashPlan Pro application for taking the cloud data backup of All Executives and for Mac we are using the Time Machine for data backups.
• Migrate Executives users from MS Office 2011 to MS Office 2016.
• Provide support to clients face to face, via email and by phone.
• Monitor and ensure that all Executive home and office communication links are up and running smoothly.
IT Executive Support Engineer.
• Provide IT Support/helpdesk to staff and client/customers, logging all calls and correspondence onto the Helpdesk software (I- Space) and then fixing the incidents.
• Proactively monitoring and maintaining Windows-2003 Server, Windows XP, Windows 7, and MS Office 2010.
• Bridging with relevant technical teams in Singapore and USA in order to achieve the service level agreement (SLA).
• Configures, operates and monitors site internet connection.
• Provide support to clients face to face, via email and by phone.
• Installs and configures computers and laptops.
• Provide VPN support to the users. Application used for VPN access is Cisco VPN client.
• Installs and configures network printers and copiers.
• Liaise with vendors Jaffer brothers, Compsi and AL-futtaim technologies for getting the support and new equipment on the site.
• Configures official email via internet on handheld devices.
• Performs security and data backup duties for the site.
• Maintain the health and “uptime” of workstations, servers, routers, switches and related infrastructure operating systems and applications.
• Installation and configuration of applications Reflection, SAP, Sales force and CRM to the end user PC’s, laptops and IPads.
• Monitoring of the APL’s network if any incident comes up then I need to contact to the Tier1 and Tier 2 ISP’s/ vendors.
• Perform switch room and data centre check-ups including physical check-ups of connectivity, temperature and identification of any faults.
• Upgrade the MS Office 2007, 2010 to MS Office 2013.
• Implementing corporate polices on the site and escalates in case of any conflicts.
• Provide 1st and 2nd line IT Support/helpdesk to staff and client/customers, logging all calls and correspondence onto the Helpdesk software (In-house) and then fixing remotely via PC anyware, where possible. If a fix was not possible I would then escalate the fault to the correct engineering team.
• Monitoring the network and servers for Nord stream AG via Nagios Application. If any incident comes-up I need to liaise with the correct team.
• Progressing tickets in order to maintain service level agreement (SLA).
• Keep records of correspondence and communication.
• Provide 1st and 2nd line IT Support/helpdesk to staff and client/customers, logging all calls and correspondence onto the Helpdesk software (HP open view) and then fixing remotely via Zen works Novell, where possible. If a fix was not possible I would then escalate the fault to the correct engineering team. \n• Proactively monitoring and maintaining Windows-2000 Server, Windows XP, MS Outlook web access 2003(MS OWA), MS Office 2003, MS Internet Information Server (MS IIS), Software, Hardware, and Network Installation. \n• Responsible for uploading, configuring and maintaining Software Systems and applications \n• Giving support to Users by using Zen remote works. \n• Progressing tickets in order to maintain service level agreement (SLA). \n• Real-Time, On-Line Trouble-Shooting Techniques, Backup Management and Service Tuning.
• Deal quickly and efficiently with customer enquiries or complaints by phone, post, email and face to face.
• Expedite customer orders, including keeping them informed of delays or early fulfilment.
• Investigate and solve customer’s problems and complaint.
• Develop feedback or complaints procedures.
• Issue refunds or compensation.
• Keep records of correspondence.
• Train staff.
• Provide 1st and 2nd line IT Support/helpdesk to staff both onsite and working remotely at the stations various sites, logging all calls and correspondence onto the Helpdesk software and then fixing remotely (PC ANYWHERE) where possible. If a fix was not possible I would then escalate the fault to the correct engineering team. \n• Proactively monitoring and maintaining Windows-2000 Server, Windows XP, MS Outlook web access 2003(MS OWA), MS Office 2003, MS Internet Information Server (MS IIS), Software, Hardware, and Network Installation. \n• Proactively monitored and supported the Network Links across the stations various sites nationwide. \n• Delivered IT support for the staff and solved any IT related problems on first point of contact by effective communication (email, phone and on site visit). \n• Maintaining their branches Data backup throughout the VPN network on daily basis. \n• Providing proactive monitoring and technical support of a vast network of EPOS and ATM machines. \n• Responsible for uploading, configuring and maintaining Software Systems and applications \n• Real-Time, On-Line Trouble-Shooting Techniques, Backup Management and Service Tuning
• Provide 1st and 2nd line IT Support/helpdesk to staff both onsite and working remotely at the stations various sites, logging all calls and correspondence onto the Helpdesk software and then fixing remotely (PC ANYWHERE) where possible. If a fix was not possible I would then escalate the fault to the correct engineering team.
• Proactively monitoring and maintaining Windows-2000 Server, Windows XP, MS Outlook web access 2003(MS OWA), MS Office 2003, MS Internet Information Server (MS IIS), Software, Hardware, and Network Installation.
• Provide support to the clients on phone, face to face and by email.
• Liaise with the IT procurement team to deliver the equipment to the clients.
• Proactively monitored and supported the Network Links across the stations various sites nationwide.
• Responsible for uploading, configuring and maintaining Software Systems and applications
• Giving support to Users by using Remote Administration.
• Real-Time, On-Line Trouble-Shooting Techniques, Backup Management and Service Tuning.
MSc Project: Online Security The objective of the project is to discuss about the importance of Security and the security issues associated with home users. Few of the many goals of my project is to find out the users behaviour about the system security how they protect and manage their system and develop some ways that user will get the information about the security.