Afzaal Ahmad
Dubai,DU
Summary
Proactive and detail-oriented IT Support Engineer with 5 years of experience in providing enterprise-level support for hardware, software, and network systems. Demonstrates strong expertise in diagnosing complex technical issues, implementing effective system improvements, and maintaining high system uptime. Experienced in QA manual and automation testing, with a solid understanding of test planning, scripting, execution, and defect tracking. Skilled at collaborating across teams to deliver exceptional customer service and streamline IT operations. Proficient in ITIL frameworks and well-versed in leveraging innovative technologies to enhance operational efficiency and testing accuracy.
Overview
5
5
years of professional experience
Work History
QA Manual & Automation Tester and IT Support Eng
Tarkiz Software & Web Development East.
Dubai, United Arab Emirates
03.2022 - Current
- Worked in Dubai Police (2 Years and 06 Months) Behalf of Company
- Discussed requirements and processes with project managers and developers.
- Improved software quality by designing and executing comprehensive test plans for automation testing.
- Collaborated with cross-functional teams to ensure seamless integration testing between various system components.
- Completed automation of functional and regression testing.
- Designed, developed, and executed test cases for web and desktop applications in both manual and automated environments.
- Created and maintained test scripts using tools like Selenium, JUnit, and TestNG for automation testing.
- Performed functional, regression, integration, and UAT testing to identify software defects and validate functionality.
- Logged, tracked, and prioritized bugs using tools such as JIRA, Bugzilla, and TestRail.
- Participated in sprint planning, daily stand-ups, and retrospectives to align testing activities with development goals.
- Provided Tier 1 and Tier 2 technical support for over 500 end-users in enterprise environments, resolving issues related to Windows and macOS systems.
- Installed, configured, and troubleshot hardware, software, and peripherals to ensure optimal functionality.
- Monitored system performance and uptime using tools like Nagios and SolarWinds, achieving 99.9% system availability.
- Managed user accounts, group policies, and access rights through Active Directory and Office 365 Admin Center.
- Responded to and resolved incidents and service requests via ITSM tools such as ServiceNow and BMC Remedy.
- Provided remote support using tools like TeamViewer, AnyDesk, and Remote Desktop Services (RDS).
- Documented technical procedures and created knowledge base articles to streamline support processes.
IT Support Engineer
Redwan Software & Digital Solutions
Umm Al Quwain City, United Arab Emirates
01.2020 - 02.2022
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
Education
Information Technology (DIT) - Information Technology
Board of Science & Technical Education
Islamabad, Pakistan06-2019
High School Diploma -
Government Higher Secondary School
Sargodha, Pakistan08-2016
Skills
- Technical support
- Troubleshooting
- Hardware and software installation
- Technical analysis
- Documentation coordination
- Mobile testing expertise
- Customer relations
- Testing tools
- Technical solution development
- Agile methodology
- Test case development
- Familiar with Java
- Automation process design
- Manual testing
Languages
Urdu
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
English
Advanced (C1)
Arabic
Intermediate (B1)
Additional Information
IT Support Engineer / QA Analyst (Completed Projects)
Worked in a dynamic enterprise environment providing both QA (Manual & Automation) testing and end-to-end IT support.
- License DXB System
- Membership License System
- Inspection System
- Attendance System
- E-commerce System
- Delivery System
Timeline
QA Manual & Automation Tester and IT Support Eng
Tarkiz Software & Web Development East.
03.2022 - Current
IT Support Engineer
Redwan Software & Digital Solutions
01.2020 - 02.2022
Information Technology (DIT) - Information Technology
Board of Science & Technical Education
High School Diploma -
Government Higher Secondary School