Zeeshan Ahmad

Employed troubleshooting to resolve tier 1 and tier 2 issues such as malfunctioning applications, loss of network connectivity, and hardware failure.
Log all help desk interactions for reporting purpose.
Resolved a variety of tickets on daily basis ranging from mapping printers to remotely accessing systems to perform software maintenance, resulting in increased productivity of port workers.
Track and route problems and requests and document resolutions
Prepared activity reports highlighting recurring problems
Installing email client software, and other corporate applications for end users on portable devices to avail the email facility & access to other enterprise services
User, Group & Computer management in Active Directory and user mailbox management in Microsoft Exchange.
Routing & completion of Workflows to the concerned person/team.
Network drives/folders mapping to user machine via remote assistance
Responsible for immediate termination of user privileges/access when the staff role changes or leaves the company.
Installed & configured Cloud base Dell VDI machines across various locations
Created helpful documentation/KB on how to resolve specific hardware and software issues resulting in more efficient resolution of tickets.
Keep in touch with various support teams within Port to meet users' requests and issues.

Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
SOHO routers configuration for SME’s.
Effectively interpreted the needs of the customers, maintains and enhances standards of quality for the services offered.
Received 100% user satisfaction rate on ticket surveys.
Maintain customer record & details of resolution/services offered.
Always focused on the customer relationship/partnership, which adds value to the customer leading to a long---term profitable relationship.
Followed the appropriate guidelines and procedures for any given situation.
Update Call Management System, clearly specifying progress and resolution date.

Provided IT support to Redr UK employees in different standard applications & systems including Wintel & MAC machines.
Prepared new hire laptops and desktops as well as break fix PCs, and new machines for upgrade eligible users ahead of time, greatly expediting the process.
Sole escalation point of contact for technical and support issues, facilitating cross-functional solutions to issues.
Network File Sharing with appropriate user access as per policy
Provided ICT support while conducting field Trainings.
Liaison with Head Office for any up gradation or modification & follows appropriate guide lines as directed by the Head office.
Provide administrative support to the Admin team, maintain attendance and leave records, training status, and assist in organising meetings.

Installation, setup and maintenance of multi-platform hardware, including windows server 2008.
Assisted users with technical support & trainings in standard applications.
Installation & Troubleshooting of Printers/Fax Machine & PBX.
User managements via access control lists.
Creating User AC, Managing groups in Active Directory.
Setting up & Securing Wireless Network for the field offices.
Maintaining an inventory for IT Assets.
Liaise with vendors for hardware acquisitions and services, request for quotations, purchase orders and ensure deliverables are met.