Ghulam Rasool
Sr. IT Support Engineer
House 384 sector 14/B Orangi town, Karachi,sindh
Summary
Seeking employment in a forward, fast pace moving organization, where can apply professional skills and exceptional years of administrative support, customer service and IT computer experience.
Overview
6
6
years of professional experience
15
15
years of post-secondary education
3
3
Certificates
Work History
IT Support Specialist
MBE Canada
Karachi, Sind
06.2023 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and input commands to troubleshoot areas.
- Manage & configure SIP, trunks, and extensions.
- Configured hardware, devices, and software to set up work stations for employees.
- Performed server backups and changed and replaced backup tapes daily.
- Configure Cisco IP Phones.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Maintained company servers, computers, printers, cables, and other equipment.
- Manage and maintain Isabel (Software).
- I oversaw on-site IT engineer dispatch plans, creating pre-defined response scenarios for common malfunctions and service call types.
- Manage WiFi APs.
- Manage Active Directory (AD)/Domain Controller and group policy.
- Manage G-Suite.
Desktop Support Engineer
Daraz.pk (Alibaba Group)
Karachi, Sindh
10.2021 - 06.2023
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configured hardware, devices, and software to set up work stations for employees.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Assisted end-users with conference room equipment setup and operation.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Managed over 5 warehouses and 50+ hubs.
IT Technical Support Specialist
Vava Cars
Karachi, Sindh
01.2021 - 06.2021
- Strengthened communication skills through regular interactions with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explaining solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
T & D and E-Learning Coordinator
Pakistan Telecommunication Company (PTCL)
Karachi, Sindh
02.2018 - 12.2020
- Created, collected, and recorded data on student progress to determine next steps for student success.
- Developed and implemented lesson plans to reinforce learning concepts and skills.
- Monitored progress of students and adjusted instructional strategies to meet specific needs more efficiently.
- Delivered new employee onboarding and training sessions.
- Managed new employee orientation training process for more than 500+ employees each year.
- Developed and executed promotional campaigns to drive brand awareness and sales
- Planned and organized sampling events by working hand-in-hand with retail store managers and leaders
- Increased sales by effectively communicating product benefits
Customer Service Representative
Pakistan Telecommunication Company, (PTCL)
Karachi
07.2017 - 01.2018
- Logged call information and solutions provided into internal database.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed over 70 customer calls per day.
- Resolved concerns with products or services to help with retention and drive sales
- Processed customer service orders promptly to increase customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
Bachelor of Science - Computer Science
Federal Urdu University Arts, Science & Technology
Karachi, Pakistan 01.2020 - Current
Associate of Science - Electronics Technology
Govt Collage of Technology SITE Karachi
Karachi, Pakistan 11.2014 - 01.2017
High School Diploma -
Faran High School
Karachi, Pakistan 06.2003 - 02.2013
Skills
MS Officeundefined
Certification
CCNA (Udemy)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don't become a philosopher before you become rich.
Shahrukh Khan
Timeline
IT Support Specialist
MBE Canada
06.2023 - Current
AWS Solution Architect Associate (Udemy)
04-2023
CCNA (Udemy)
07-2022
Desktop Support Engineer
Daraz.pk (Alibaba Group)
10.2021 - 06.2023
IT Technical Support Specialist
Vava Cars
01.2021 - 06.2021
Bachelor of Science - Computer Science
Federal Urdu University Arts, Science & Technology
01.2020 - Current
Persuasive Presentation Skill (PTCL)
03-2019
T & D and E-Learning Coordinator
Pakistan Telecommunication Company (PTCL)
02.2018 - 12.2020
Customer Service Representative
Pakistan Telecommunication Company, (PTCL)
07.2017 - 01.2018
Associate of Science - Electronics Technology
Govt Collage of Technology SITE Karachi
11.2014 - 01.2017
High School Diploma -
Faran High School
06.2003 - 02.2013
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