Shakeel Ahmad

 Install and configure computer hardware, operating systems and applications
 Training staff on newly installed hardware and software systems
 Fixing hardware, software and networking issues.
 Responding to general IT requests and user’s clearance matters
 Set up new user’s accounts and profiles and deal with password issues
 Windows Server 2016 AD, WDS/Workbench, File sharing, and permission
 Updating users and stock inventory
 Manage Service Now portal tickets and diagnostics to resolve users reported issues in a timely manner
 Respond to users and provide assistance issues via walk-in, remote access, phone, email, computer chat
 Maintain a working log detailed all required system updates, as well as the date of completion
 Escalate issues to the Service Desk with next level of difficulty
 Act as the initial point of contact for all users and their system related concerns
 Follow-up with users to ensure issues are resolved
 Organize and file documentation pertaining to warranties and instructional guides for computer hardware

Job Responsibilities:
• Install, upgrade, support & troubleshoot Windows OS, authorized desktop applications, hardware & peripheral equipment.
• Monitor, operate, manage, troubleshoot & restore service to clients, PCs & notebooks with authorized access to the network.
• Involved in OS & applications installation, roll-out & ensuring all hardware, OS & applications to operates at its optimum level with latest updates & patches. I.e. Windows 7/10, Microsoft Office 2013/2016, etc.
• Managing ServiceNow, Service Manager & Kayako Incident Management tickets, resolving user incidents within SLA timing & escalating issues to Service Desk.
• Remote & Onsite support of OS and hardware up-gradation, configuration, user profile backup & restore.
• Updating the user’s inventory, stock details, user documentation, dealing with the vendor regarding stock repairs & ensuring to securely kill the user information on hardware returned.
• Windows Server 2012/2016/2019, Active Directory, WDS/Workbench, File sharing, and permission, etc.
• Hand touch on VMware, ESXi
• Latest imaging & cloning methods for OS installation. I.e. WDS, System Image, Ghost Image, etc.
• HDD check for error and HDD logical bad sectors scan and repairs etc.
• Installed, upgraded, configure & verified hardware & software applications of multinational companies of FAST Consortium.
• Managing PO documentation & involving with IT Manager for purchasing relevant IT stuff related to budget & cost.
• Best experience in multi-national & multi-language end-user support and network troubleshooting.