Hi, I’m
Muhammad Ammar
Technologist | Technopreneur | IT Professional
Summary
Tech-savvy and results-driven professional with solid expertise in troubleshooting hardware, software, and network issues in customer-focused environments. Skilled in resolving complex technical problems, analyzing system performance, and delivering strategic, hands-on solutions. Highly organized, dependable, and committed to exceeding targets while supporting team success and enhancing user experience in fast-paced settings.
Overview
7
years of professional experience
Work History
(PrimeRx.io) MicroMerchant Systems, NY - United States
Technical Support Supervisor [SME]
06.2021 - 08.2025
Job overview
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Escalations from Tier I, Tier II and Tier III via Call or Email.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Technical Assistance to the team members in real-time, for customers facing downtime.
- Providing emergency support on Weekends.
- Daily interaction with Developers and Engineer for Bug Fixes, Product QA, Enhancements etc.
- Communication with partner companies, on upcoming updates with in our product and reporting issues and enhancements within their integrated APIs and Interfaces.
Epaging Pvt. Ltd
ERP Specialist & Tech-Support Executive
04.2021 - 08.2025
Job overview
- Provide remote technical assistance to end-users and clients, resolving ERP-related issues and general IT support queries through calls, emails, and remote access tools.
- Implement, configure, and maintain ERP modules, ensuring smooth workflow integration and alignment with the partner company’s operational needs.
- Coordinate with internal teams and partner stakeholders to gather requirements, offer training, and support successful ERP deployment and ongoing usage.
- Troubleshoot system performance issues, data inconsistencies, and user access problems, ensuring timely resolution to minimize downtime.
- Document technical procedures, user feedback, and issue resolutions, maintaining clear communication between the partner company, support teams, and developers.
The Next Rex - Australia
Projects Implementation Specialist
03.2022 - 02.2025
Job overview
- Worked with the sales team to turn opportunities into confirmed projects by meeting with clients and understanding their needs.
- Held in-person and online meetings to explain products, give demos, and provide training to customers.
- Acted as a link between sales teams, customers, software developers, and hardware vendors to make sure everything runs smoothly.
- Led the installation and setup of systems for customers, managing the team and making sure the work was done on time.
- Trained team members and end users to help them understand and use the system properly.
- Managed project timelines and documents, keeping customers updated and meeting deadlines.
- Stayed in touch with customers during and after the project, handling any concerns and solving problems by involving the right departments.
- Collected customer feedback after project completion to help improve future services.
ATC -Asra Trading Company
IT Operations Manager
01.2021 - 03.2022
Job overview
- Oversee daily IT operations, ensuring smooth performance of software, hardware, and network systems used by sales, inventory, and management teams.
- Manage and support all technical infrastructure, including installation, configuration, troubleshooting, and maintenance of systems across multiple departments.
- Diagnose and resolve system issues proactively, coordinating with internal users and external vendors to minimize downtime and maintain workflow efficiency.
- Lead and perform quality assurance checks on new software features, system upgrades, and infrastructure changes to ensure reliability and compliance.
- Provide technical training, documentation, and user support, acting as the central point of contact for all IT-related needs across the organization.
Sky Labs [Sky Rocket]
IT Business Development Officer
04.2020 - 09.2021
Job overview
- Identify and engage potential B2B clients to promote IT services such as ERP solutions, SaaS platforms, and technical support.
- Conduct client meetings (virtual/physical) to understand business processes and propose tailored IT solutions.
- Collaborate with technical and implementation teams to ensure smooth project execution and client satisfaction.
- Manage the full sales cycle including lead generation, proposal creation, negotiations, and closing deals.
- Maintain strong client relationships through effective communication, aftersales support, and ongoing engagement.
- Use CRM tools and data analysis to plan business strategies, track performance, and improve customer retention.
Aptech Computer Education
IT Administrator
01.2020 - 11.2020
Job overview
- Managed and maintained computer labs, ensuring all systems, software, and networks functioned smoothly for daily classes and training sessions.
- Installed, configured, and updated operating systems and educational software across multiple machines and servers.
- Provided on-site technical support to instructors and students, resolving issues related to hardware, internet, and applications.
- Implemented system backups, data security protocols, and basic network administration to ensure a stable and secure IT environment.
ASIA PACIFIC TRADING CO.
IT Help Desk Technician
05.2018 - 12.2019
Job overview
- Provide first-line technical support to users by diagnosing and resolving hardware, software, and network-related issues via phone, email, and remote tools.
- Maintain detailed documentation of support requests, troubleshooting steps, and resolutions in ticketing systems to ensure service continuity and knowledge sharing.
- Assist in setting up and configuring desktops, laptops, and peripheral devices, ensuring smooth onboarding and minimal downtime for end-users.
Skills
- Proficient in ERP platforms (Odoo - Salesforce - Zoho - Power BI - Dynamics 365 - Oracle - OpenERP - ERPNext)
- Project Management & Coordination (Jira, ClickUp)
- (IaaS) Infrastructure as a Service
- (SaaS) Software as a Service
- (PaaS) Platform as a Service
- Integrations & Implementations of Software & Hardware
- Installations & Deployments of Software/Hardware/Network
- Consultancy of Software/Hardware/Network
- Troubleshooting of Software/ Hardware/ Network
- Resolving Hardware Malfunctions (PC/Laptop/Tablets, All Printers, Barcode/ Document Scanners, Signature Pads, Pin Pads, Routers, Switches, Biometric Machines etc)
- IT Sales Support (Pre-Sales Support Post-Sales Support)
- IT Support & Customer Service (Helpdesk, Desktop, Remote & On-site Technical Support)
- Product Analysis & Support (Configuration, Quality Assurance, Quality Control, Debugging, Tracing)
- Networking Expertise (Diagnostics, Sharing, Topologies analysis, Port Forwarding)
- Network Configurations (Routing, Cabling, Switching)
- CCTV & Surveillance (Analog & Network Cameras - XVRs & NVRs - Configurations/ Troubleshooting)
- Security Protocols & Remote Infrastructures (Firewalls, VPNs, Virtual Machines)
- System Administration (Microsoft Windows Server, Active Directory)
- Operating Systems (Microsoft Windows OS, Android)
- Databases Management & Querying (SQL, PostgreSQL - Data Migrations, Data Backups, Data Recovery & Maintenance, API Integrations)
- Cloud-based Productive Platforms (Microsoft Office 365, Google G-Suite)
- Cloud Computing (Microsoft Azure, Azure Data Studio)
- Cloud Communication Platforms (Ring Central, Nice InContact, 3CX, Amazon Connect)
- Team Leadership & Escalation Management (Mentoring, Training, Decision Making, L1–L2-L3 Support Coordination, Handling Escalations & Cross-Team Communication)
- Partners & Vendors Management (Channel Partner Management, Communication Bridge Between Company & Vendors, Sharing Updates, and Internal/Customer Alignment)
- Communication & Collaboration (Effective Verbal/Written Communication, Knowledge Sharing, Conflict Resolution, and Stakeholder Interaction)
- Meta Skills (Critical Thinking, Adaptability, Problem Solving, Learning Agility, Self-Management)
- Creativity Skills (Adobe Photoshop, Illustrator, Audition, Premier Pro)
Education
Virtual UniversityPakistan
Bachelors of Business & Information Technology from Business, Information Technology
GoogleRemote
Google IT Support Professional Certificate from IT Support & Operations
MicrosoftRemote
Microsoft Office 365 Certified Fundamentals from Office 365 - Workspace
MicrosoftRemote
Microsoft Certified Systems Administrator from Microsoft Dynamics 365
CompTIARemote
CompTIA IT Fundamentals+ from Information Technology / IT Fundamentals
OdooRemote
Odoo Functional Certification from Enterprise Resource Planning
AptechPakistan
Certified IT Professional from Information Technology
Timeline
Projects Implementation Specialist
The Next Rex - Australia
03.2022 - 02.2025
Technical Support Supervisor [SME]
(PrimeRx.io) MicroMerchant Systems, NY - United States
06.2021 - 08.2025
ERP Specialist & Tech-Support Executive
Epaging Pvt. Ltd
04.2021 - 08.2025
IT Operations Manager
ATC -Asra Trading Company
01.2021 - 03.2022
IT Business Development Officer
Sky Labs [Sky Rocket]
04.2020 - 09.2021
IT Administrator
Aptech Computer Education
01.2020 - 11.2020
IT Help Desk Technician
ASIA PACIFIC TRADING CO.
05.2018 - 12.2019
Virtual University
Bachelors of Business & Information Technology from Business, Information Technology
Google IT Support Professional Certificate from IT Support & Operations
Microsoft
Microsoft Office 365 Certified Fundamentals from Office 365 - Workspace
Microsoft
Microsoft Certified Systems Administrator from Microsoft Dynamics 365
CompTIA
CompTIA IT Fundamentals+ from Information Technology / IT Fundamentals
Odoo
Odoo Functional Certification from Enterprise Resource Planning
Aptech
Certified IT Professional from Information Technology
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