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 Office
Application installations
Remote Diagnostics
Mac OS Operating System
Desktop support
Customer service expert
Technical issues analysis
TCP/IP
Windows Operating System
Staff education and training
Decision-Making
Technical equipment inspection
Helpdesk call support
Ticket support system management
Issue troubleshooting
Microsoft Outlook
Flexible and Adaptable
Good Telephone Etiquette
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