MEROZE JAVED
Dubai,UAE
Summary
Experienced IT professional specialising in support engineering with focus on delivering seamless technical assistance. Proven track record in troubleshooting and resolving complex issues, ensuring optimal system performance. Skilled in utilising various tools and methods to enhance user experience and maintain robust IT infrastructure.
Overview
5
5
years of professional experience
4029
4029
years of post-secondary education
1
1
Certification
Work History
IT Support Engineer
Cotton and Wood International Real Estate L.L.C
Dubai, UAE
07.2024 - 11.2024
- Supported and resolved wide range of technical issues related to hardware, software, and network systems, ensuring minimal downtime
- Configured local Windows servers for file-sharing systems across network, optimizing accessibility and collaboration
- Set up mobile phones, laptops, and tablets for users, ensuring proper configuration and connectivity for seamless use
- Installed and maintained printers, resolving connectivity and functionality issues promptly
- Assigned Leads and workflows via Google Sheets to ensure smooth project progress and accountability
- Provided comprehensive IT support for both Windows and macOS operating systems
- Ensured data protection through regular backups, restoring files as necessary.
L1 Support Engineer
Seamless Distribution System
Lahore , Pakistan - Based on Sweden
01.2021 - 01.2024
- Ensuring prompt handling of incidents by adhering to incident management protocols and delivering effective workarounds within agreed SLA
- Executing routine health checks (Daily, weekly, and monthly) which include comprehensive traffic analyses to monitor network performance and detect potential issues
- Troubleshooting and resolving daily operations and maintenance issues promptly and efficiently within agreed service level agreements
- Escalating issues to L2 teams and vendors and providing them with comprehensive analyses and logs to facilitate swift resolution
- Preparing daily, weekly, and monthly statistics and performance reports tailored to individual customer needs
NOC (Network Operation Center) Engineer
Seamless Distribution System
Lahore, Pakistan - Based on Sweden
01.2020 - 01.2021
- Monitoring servers using multiple tools such as Multi Nagios tactical overview system (MNTOS), Kibana, Grafana, Zabbix etc
- Actively engaged with customers to understand their technical issues, provide timely updates on status of their requests, and ensure high levels of satisfaction
- Collaborated closely with Level 2 support team to escalate and resolve complex technical issues efficiently, leveraging collective expertise and resources
- Facilitated smooth communication and coordination between customers and L2 team, ensuring clear understanding of requirements and expectations on both sides
- Experience in setting up and configuring Virtual Private Networks (VPNs) to connect remote sites securely and ensure seamless communication and data transfer between distributed locations
Education
Bachelor's - Computer Science
Superior University
Lahore - Pakistan 09.2015 - 09.2019
Some College (No Degree) - FSC
Bise Lahore
Pakistan 2012 - 01.2014
Matriculation - Science Subjects
Bise Lahore
Pakistan 2009 - 01.2010
Skills
- Application installation / Pressure Handling / Customer service
- Handling ticking tools like JIRA , OTRS
- Troubleshooting
- Network connectivity
- Hardware connectivity
- Database MariaDB / MYSQL / ORACLE
- Virtualisation technologies
- Linux/Unix Windows Server
- Performance monitoring Kibana / Grafana / Nagios / Zabbix
- Remote desktop support
- ERS product installation
- VPN configuration
- Team leadership / Team Management
- ITIL understanding
- Office 365
- Multidisciplinary teamwork
Certification
RedHat Certified System Administrator (RHCSA), 220-185-045, 10/28/22
Languages
English
Upper intermediate
Urdu
Advanced
Punjabi
Native
References
References available upon request.
Timeline
IT Support Engineer
Cotton and Wood International Real Estate L.L.C
07.2024 - 11.2024
L1 Support Engineer
Seamless Distribution System
01.2021 - 01.2024
NOC (Network Operation Center) Engineer
Seamless Distribution System
01.2020 - 01.2021
Bachelor's - Computer Science
Superior University
09.2015 - 09.2019
RedHat Certified System Administrator (RHCSA), 220-185-045, 10/28/22
Some College (No Degree) - FSC
Bise Lahore
2012 - 01.2014
Matriculation - Science Subjects
Bise Lahore
2009 - 01.2010
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