ABDUL KARIM
Karachi,SD
Summary
Experienced IT Support Analyst with a proven track record of delivering high-quality technical support and solutions across diverse industries. Skilled in diagnosing, troubleshooting, and resolving hardware, software, and network issues efficiently to minimize downtime. Proficient in system administration, user training, and implementing IT best practices. Strong communication and customer service skills, ensuring client satisfaction and smooth IT operations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
SMALL WORLD FINANCIAL SERVICES
05.2023 - Current
- Used Jira ticketing systems to manage and process support actions and requests. Investigate and provide resolution to incidents within agreed SLA.
- Consistently lead as top performer in JIRA ticketing system in a team of 4. (High resolution/response rate)
- Administrative role upon multiple-platforms. (Microsoft 365, Desktop Central, Active Directory, Google Admin Console, ESET security management center, LexisNexis, Ring Central etc.)
- Provide executive support for president of company, CFO, management team, and their Administrative Assistants.
- Provided key insightful user technical support by maintaining, repairing, and troubleshooting all applications, systems, computers, and peripherals.
- Collaborated with colleagues in both domestic and international facilities to resolve diverse range of technical issues across multiple systems and applications for customers and end-users
- Resolve global users issue through screen connect, TeamViewer and other international software
- Maintain and supervise all global IT inventory.
- Improved customer satisfaction by promptly addressing and resolving IT issues.
- Coordinated with vendors for warranty support, ensuring minimal impact on business operations during repairs or replacements.
Residential Engineer IT
ENGRO CORPORATION LIMITED
01.2021 - 01.2023
- Log and track tickets on JIRA (resolve 20+ complains per day) and make sure that no SLA breach
- Maintaining jovial relationships with clients
- Board meeting setup and connectivity via zoom - teams - Google meet
- Vendor coordination for goods, warranty cases and parts repair
- Working with InfoSec team for removing and updating infected devices
- Basic knowledge of Cloud platforms (Azure) and Identity and access management (IDM)
- Microsoft Exchange Server (creating email groups & managed)
- Maintain and supervise all IT inventory with asset management tool.
IT Analyst
Mehran Bottlers Limited
01.2018 - 01.2021
- Optimized system performance by conducting regular audits and resolving identified issues.
- Developed comprehensive disaster recovery strategies that ensured business continuity during unexpected events or system failures.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Installed system updates to address vulnerabilities and reduce security issues.
Education
Bachelor of Science - Computer Science
Sir Syed University
Karachi, Sindh, Pakistan03.2018
Intermediate - Pre-Engineering
Jauhar College of I.T
Karachi, Sindh, Pakistan05.2013
High School Diploma -
Everest Junior High School
Karachi, Sindh, Pakistan04.2011
Skills
- Ticketing system proficiency
- Network Troubleshooting
- Hardware support
- TCP/IP
- LAN/WAN
- Remote Technical Support
- IT Asset Management
- VPN Configuration
- ITIL Knowledge
- Active Directory Management
- Microsoft 365 Expertise
Languages
Urdu
Native language
English
Upper intermediate
B2
Certification
- Web Development 2015 (3 months)
- Photoshop 2015 (2 months)
- GrandStream IP Phone (3 months)
- CCNA (In Progress)
References
References Available Upon Request
Timeline
IT Service Desk Analyst
SMALL WORLD FINANCIAL SERVICES
05.2023 - Current
Residential Engineer IT
ENGRO CORPORATION LIMITED
01.2021 - 01.2023
IT Analyst
Mehran Bottlers Limited
01.2018 - 01.2021
Bachelor of Science - Computer Science
Sir Syed University
Intermediate - Pre-Engineering
Jauhar College of I.T
High School Diploma -
Everest Junior High School
- Web Development 2015 (3 months)
- Photoshop 2015 (2 months)
- GrandStream IP Phone (3 months)
- CCNA (In Progress)
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