SHAH NAWAZ
Dubai
Summary
Dedicated and results-driven IT Support Technician with over three years of experience delivering high-quality technical support across hardware, software, and network environments. Skilled in troubleshooting, deployment, and maintenance of IT systems, with a proven ability to minimize downtime and enhance customer satisfaction. Proficient in ITIL practices, ServiceNow, SCCM, Intune, Active Directory, Azure Administration, and LAN/WAN technologies. Known for excellent customer service, problem-solving skills, and the ability to work effectively under pressure in fast-paced environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Gulf First Shipping & Logistics LLC
Dubai
02.2024 - Current
- Provide technical support for end-users across hardware, software, and networking issues, ensuring incident resolution within SLA.
- Independently deploy and configure PCs, peripherals, printers, and telecommunication devices in line with IT standards.
- Troubleshoot system issues (Windows OS, MS Office, Active Directory, Azure) and reduce downtime by proactively identifying recurring faults.
- Perform preventive maintenance and repair of IT equipment, maintaining optimal stock levels of spares and reducing repair turnaround times by 20%.
- Utilize ServiceNow to log, monitor, and escalate incidents, maintaining high customer satisfaction scores.
- Support LAN/WAN infrastructure through cabling, configuration, and testing using tools such as cable testers and crimping equipment.
- Collaborate with engineers for large-scale surveys, installations, and fault rectifications, ensuring smooth IT operations across multiple Emirates locations.
IT Helpdesk Technician
[bee idea]
Dubai
04.2022 - 01.2024
- Handled daily support requests via phone, email, and remote tools (RDP, Intune), resolving technical issues promptly.
- Assisted in Active Directory account creation, password resets, and access control management.
- Provided first-line troubleshooting for hardware and software issues, escalating unresolved cases to higher-level engineers.
- Conducted onsite support visits across UAE offices, ensuring seamless IT service delivery.
- Consistently met or exceeded KPIs for response and resolution times, contributing to high user satisfaction.
Education
Bachelor - Computer Science
Kohat University of Science And Technology
Kohat, Pakistan01.2020
Skills
- IT Service Management
- ITIL
- ServiceNow
- Incident Management
- Hardware & Software Troubleshooting
- System Administration
- Active Directory
- Azure
- MS Office 365
- Remote Support Tools
- RDP
- SCCM
- Intune
- LAN/WAN Installation
- Cabling
- Network Support
- Preventive Maintenance
- Asset Management
- Customer Support
- Technical Helpdesk
- Call Center Experience
- Cable Tester
- Crimping Tools
- Multimeter
Certification
- ITIL Foundation Certificate
- IBM Cybersecurity Analyst (Coursera)
- GOOGLE IT SUPPORT (Coursera)
Languages
Urdu
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
IT Support Specialist
Gulf First Shipping & Logistics LLC
02.2024 - Current
IT Helpdesk Technician
[bee idea]
04.2022 - 01.2024
Bachelor - Computer Science
Kohat University of Science And Technology
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