وسيم الرحمن

• Provide Level 1 technical support to customers, addressing hardware, software, and
basic network-related issues.
• Handle and resolve customer technical queries via phone, email, and ticketing
systems.
• Utilize internal tools such as Middleware and OTRS to track, document, and escalate
issues.
• Guide users in troubleshooting network connectivity, system performance, and
application issues.
• Escalate complex technical problems to higher-level support teams when required.
• Ensure excellent customer service by maintaining professionalism, patience, and
clear communication.

• Configured VLANs to specific device as per requirement
• Configured and Troubleshooting cisco WLC and Access points
• Maintained network stability using STP, reducing risks of loops and
• Installed and supported Windows systems environments
• Troubleshot hardware, software, and network issues
• Managed Active Directory (users, group policies, access control)
• Performed system backups, updates, and basic security maintenance
• Handled incidents using ticketing systems and followed escalation procedures
Key Modules:
◦ Technical Support Operations
◦ Customer Communication & Ticket Handling
◦ Incident Management & Escalation
◦ Network & System Troubleshooting

• Managed and organized hospital documents with proper version control
• Ensured confidentiality and compliance with healthcare standards
• Coordinated document updates, approvals, and record tracking
• Maintained secure storage and easy retrieval of records