Safdar Hussain Mohammed

• Liaised with multidisciplinary teams to achieve positive transitions between support provisions.
• Built relationships with funding sources to support program sustainability.
• Produced presentations, resources and literature to support sales pitching activity.
• Trained IT support staff to manage enquiries from end-users with first-call resolution.
• Collaborated with clients, vendors and IT support staff during system creation, set up and maintenance.
• Conducted effective IT support service training for five employees, leading to improved operational efficiency.
• Led IT support for 1st, 2nd, and 3rd line hardware and software issues.
• Updated local intelligence systems with incident reports and patrol trends to support cohesive law enforcement.
• Minimized productivity gaps by supporting three team members in management of their cases.

• Utilization of Remote Desktop, SCCM, and ITSM ticketing systems for issue resolution.
• Enhance support processes by fostering effective communication with users and team members, aiming to streamline operations and achieve a99% efficiency rate."
• Guided and assisted users with technical issues, improving network performance and usability.
• Provided smooth communications by configuring LAN,WAN technology, wireless access points and controllers.
• End-to-end technical support for hardware and software.
• Tracked network and telephony devices for performance and load threshold metering.
• Developed disaster recovery and fault tolerance plans to support data recovery and asset management.
• Evaluated long- and short-term network needs and implemented required updates to achieve them.
• Recommended equipment and resource upgrades to improve network capabilities.
• Set administration, usage and disaster recovery policies to best maintain network performance.

Troubleshot various incidents related to hardware, networks and software faults.

• Provided escalated technical support within SLAs.
• Contributed to continuous improvement and compliance.
• Delivered first-line hands-on technical support, achieving swift issue resolution on-site.
• Arranged computers, routers and printer to achieve proper workstation.
• Setup, configured, and troubleshot Microsoft 365 applications.
• Provided proficient 2nd Line in-house support for diverse IT challenges.
• Liaised with customers on operations issues and requests, providing efficient support.
• Set up video conferencing to enhance virtual communication capabilities.
• Collaborated on infrastructure projects and service requests with external vendors and internal groups.
• Managed and maintained user accounts, permissions and security settings in Active Directory.
• Employed speedy diagnosis techniques across software issues, achieving outstanding First Time Resolution rates..
• Implemented process improvement strategies to speed up ticket handling times.