ABDUL WAHAB
AJMAN,UNITED ARAB EMIRATES
Summary
Multi-skilled ICT Help Desk Manager with experience delivering high-quality service levels in fast-paced business environments. Maintains systems and infrastructure security through rigorous systems and process analysis. Leads by example in planning and prioritizing tickets to fulfil staff and customer support requirements. Adaptable ICT Help Desk Manager with experience providing first-class care in busy customer-facing roles. Communicates complex technical concepts clearly and concisely for improved service-user understanding. Organised and self-motivated with excellent leadership skills for excellent department productivity. Motivated individual with ICT hardware and software expertise seeks opportunity in second-line support capacity. Builds rapport through excellent communication for positive staff and customer relations. Experienced in team and project leadership for productive department running.
Overview
10
10
years of professional experience
1
1
Certification
Work history
IT Support Officer
AMRELI STEELS LTD
KARACHI, PAKISTAN
01.2022 - 06.2023
- Observed performance of hardware and software to maintain functionality and reliability.
- Implemented guidelines and procedures to support IT department.
- Implemented ICT support procedures and techniques to achieve maximum quality and continuous service improvement.
- Scheduled upgrades and configuration to align management information systems.
- Set team goals to define performance and productivity.
- Configured, tested and maintained network equipment.
- Installation and configuration of DNS, DC, Active Directory, DHCP, FTP, SMTP, WDS, Web Server IIS, Print Servers, File Servers, Terminal Services, Backup & Recovery, Bit locker.
- Serve as a primary contact for all servicing of Users computers, Wireless routers, Cisco IP phones and printers.
- Setup and maintain physical and virtual Desktop infrastructure (VDI) for Desktops & Laptops.
- Using PABX Software.
- Antivirus administration, installations & configurations.
- Respond to all users request and provide them the required support.
- Wireless Network administration and support.
- Controlled access to computer network, setting up accounts and access levels.
- Standardised job tasks and trained junior team members on best practices and standards for optimum systems operations.
- Backed up data daily to prevent undue information loss and coordinated disaster recovery plans.
- Organized regular systems testing and maintenance to minimize breakdowns and help-desk queries.
Technical Customer Support Engineer
Pakistan Telecommunications Company Limited PTCL
KARACHI, PAKISTAN
08.2019 - 09.2021
- Installed new software for users and monitored version and patch update requirements.
- Tested function of peripheral equipment and completed quality repairs.
- Used [Software] to track support tickets and document actions.
- Supported loading of peripheral equipment with selected materials.
- Tracked computer system and network performance to identify root causes of issues.
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
IT Network Engineer
Media Monitors
KARACHI, PAKISTAN
01.2017 - 07.2019
- Maintained production network according to company SLAs to fulfil agreed-upon client specifications.
- Supported various operating systems and server technologies.
- Assisted various departments in maintaining network security and configured remote routers and firewalls.
- Employed firewalls to safeguard network security and block unauthorised access.
- Configured routers, switches and firewalls to deploy and support LAN, WAN and wireless networks.
- Documented configurations and maintenance details in technical reports and diagrams.
- Guided and assisted users with technical issues, improving network performance and usability.
- Established and supported wireless LAN controllers and access points to provide wireless solutions with streamlined hardware.
- Monitored and performed hardware and software upgrades to network servers, including operating systems and applications.
- Provided smooth communications by configuring LAN technology, wireless access points and controllers.
Internship LAN Network
aptech hardware & networking academy
KARACHI, PAKISTAN
10.2017 - 11.2017
- Monitored and performed hardware and software upgrades to network servers, including operating systems and applications.
- Configured routers, switches and firewalls to deploy and support LAN, WAN and wireless networks.
- Employed firewalls to safeguard network security and block unauthorised access.
- Provided smooth communications by configuring LAN technology, wireless access points and controllers.
Sales Executive
Wasiq auto spare parts Tr
Sharjah, UAE
03.2013 - 02.2016
- Strengthened profit opportunities through targeted customer relationship development, continually meeting sales objectives.
- Created and managed client contracts, negotiating positive, profitable terms to aid target revenue attainment.
- Effectively handled daily customer meetings, sales calls and account management tasks, improving sales team efficiency.
- Generated new leads and opportunities to maximize revenue.
- Qualified prospects to determine future sales possibilities and improve conversion efforts.
- Built focused new client networks, growing business opportunities and increasing revenue possibilities.
- Fostered positive relationships with customers to enhance loyalty and retention.
- Analysed industry and competitor trends to enhance sales strategy.
- Built long-term relationships with customers and generated referrals from existing clients.
- Established and maintained positive, profitable client relationships through superb communication.
Education
Bachelor of Science - COMPUTER NETWORK
ILMA UNIVERSITY
KARACHIHigh School Diploma -
Karachi Board
KARACHISkills
- Application support
- Windows expertise
- Google Mail
- Incident management
- Remedyforce
- Desktop support services
- Mac OS expertise
- Microsoft Office 365
- Microsoft Outlook
- Cisco
- VPN management
- Active Directory
- Service desk management
- Office 365
- Performance reporting
- SAP
- Team management
Languages
English
Intermediate
Hindi
Fluent
Arabic
Intermediate
Certification
- CCNA - Cisco Certified Network Associate R & S (CSC 013294230)
- CCNA - Cisco Certified Network Associate (CSC 013294230)
- APTECH CCNA + MCSA Diploma 18 Months Complete
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
IT Support Officer
AMRELI STEELS LTD
01.2022 - 06.2023
Technical Customer Support Engineer
Pakistan Telecommunications Company Limited PTCL
08.2019 - 09.2021
Internship LAN Network
aptech hardware & networking academy
10.2017 - 11.2017
IT Network Engineer
Media Monitors
01.2017 - 07.2019
Sales Executive
Wasiq auto spare parts Tr
03.2013 - 02.2016
Bachelor of Science - COMPUTER NETWORK
ILMA UNIVERSITY
High School Diploma -
Karachi Board
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