Farhan Saleem

· To act as technical services person remotely addressing various end-user support requests on phone, remote desktop and email for clients in USA.

· Installing and upgrading different Windows Operating System versions.

· Installing and troubleshooting local and network printers and scanners.

· Creating user accounts in Active Directory and dealing with domain login issues of clients.

· Assigning folder permissions to file shares to enable employee access.

· Verification that servers are up to standard prior to going to production.

· Maintenance of Domain Controllers, File Servers, DHCP and DNS servers, Application servers, Terminal servers etc.

· Create, monitor and restore backup jobs in Veeam Backup and Replication and Windows Server backup.

· Backup and restore client mailbox data in Gmail and Outlook.

· Create Outlook profiles, configure different email accounts and troubleshoot email issues.

· Troubleshooting browsing issues in web-based applications.

· Assisting clients on different software application issues specifically MS Word and Excel.

· Remotely diagnose and troubleshoot WAN and LAN connections, cabling and equipment issues at client locations.

· Troubleshooting Wi-Fi network connectivity issues through Wireless Controllers.

· Monitoring of client networks through PRTG monitor.

· Add Sensors in PRTG (SNMP, Ping).

· Working on incident management tools including ConnectWise Manage and Autotask by Datto.

· Working on remote management tools like Datto RMM, Team Viewer and AnyDesk.

· Documenting the troubleshooting steps taken to resolve the network or system issue.

· Analyzing system logs and reporting potential issues with servers and workstations.

• Job responsibilities were as under:
• Basic Network Troubleshooting
• Troubleshoot in-house issues with computer hardware, software, network cabling etc.
• Level-1 Online Technical Support Engineer to local and international clients
• Online Technical Support to DSL, DXX, Cloud and Data center corporate clients
• Manage and Monitor Data Center with different international and local clients
• POP support for AT&T co-location in Pakistan
• Monitoring and troubleshooting of office LAN and Wi-Fi Network
• Log complains for DSL, RF and fiber clients
• Managing and monitoring connectivity through different monitoring tools such as Cacti, Net Flow Analyzer etc.
• Troubleshooting problems of client through Remote access
• Work with third party vendors to resolve client complains
• Monitoring of links via NMS and whole operation of ISP and Data center
• Provide assistance to Data center clients upon their visit.

• Spent 6 weeks in Transmission, Switching and Wireless exchanges
• Observed working of Optical fiber systems, Optical Network Units, Base Transceiver Station (BTS), International Transmission Maintenance Center (ITMC) switches and systems, Multimedia and Broadband, New Cable and Network Support and SEA-ME-WE (SMW-3 and SMW-4) cable switches and systems.