Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Languages
Timeline
Generic
MUHAMMAD HAMZA

MUHAMMAD HAMZA

ISLAMABAD

Summary

Experienced technical support specialist with a proven track record in the information technology and services industry, with over 6 years of hands-on experience. Proficient in technical support, Linux system administration and engineering, system deployment, and networking. Skilled at troubleshooting complex issues, providing efficient solutions, and ensuring seamless operations. Committed to delivering exceptional customer service and leveraging strong problem-solving skills to contribute to organizational success.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Application Support Engineer

Xtium
12.2022 - 04.2025
  • Managed incoming customer calls, providing assistance and directing inquiries to appropriate teams.
  • Worked individually and as a team to troubleshoot various problems and identify appropriate solutions
  • Enhanced MySQL configurations, boosting database performance and cutting query times by 20%.
  • Achieved 99.9% NMS support uptime by applying advanced Linux System Administration techniques.
  • Increased speed of resolving customer issues by 40% while collaborating with both customer services and supervisory teams.
  • Resolved 300+ types of support tickets across RedHat, CentOS, Ubuntu, Windows Server
  • Prioritized incidents based on criticality and SLAs per customer, ensuring that high-priority issues were resolved within agreed timelines, resulting in a 20% reduction in escalations
  • Implemented strategies to resolve defects found in the field through JIRA and ServiceNow.
  • experience of RabbitMQ, a message-broker software for asynchronous messaging
  • Familiar with AMQP (Advanced Message Queuing Protocol) and concepts like, consumers, queues, and exchanges
  • Basic understanding of Apache Cassandra, a highly scalable NoSQL distributed databass.

TECHNICAL SUPPORT ENGINEER

NEXUS TECHNOLOGY
09.2020 - 12.2022
  • Manage and monitor all installed systems and infrastructure
  • Handled configuration, installation, testing and maintenance of system management tools.
  • Collaborated with developers to implement fixes for application bottlenecks.
  • Maintain security, backup, and redundancy strategies
  • Participate in the design of information and operational support systems
  • Provide 2nd and 3rd level support
  • Experience in building and maintaining systems
  • Skilled in handling various security technologies, including anti-virus software and authentication systems.
  • Experience with networking technologies and with system, security, and network monitoring tools
  • Knowledgeable in web-related technologies, including Web applications and Services.

IT ADMINISTRATOR

MIDJAC(Pvt) Ltd
05.2019 - 08.2020
  • Optimized system security and performance
  • Implemented, developed, and tested installation and update of file servers, print servers and application servers in all departments
  • Domain Controllers, Active Directory, DNS, DHCP
  • Planned and implemented upgrades to system hardware and software
  • Resolved issues and escalated problems with knowledgeable support and quality service
  • Managed and archived quality documentation and participated in internal and external quality audits
  • Networking (Switching, Routing, TCP/IP, OSI, VLAN, etc.)
  • Supervised production planning while using appropriate tools and analysis for smooth production output
  • Managed Mail server’s (G-suite)

Education

Bachelor of Science (4 year) - Computer Science specialized in Network system

FEDERAL URDU UNIVERSITY SCIENCE AND ARTS
ISLAMABAD

Skills

  • Hardware knowledge
  • Network development
  • Program installations
  • Infrastructure planning
  • Resource allocation
  • Team management
  • Technical analysis
  • Servers’ expertise
  • Product development
  • Software testing
  • System upgrades

Certification

  • CCNA Routing & Switching
  • Microsoft Certified Systems Engineer
  • CPanel (CPP)
  • AWS

Additional Information

VPS Creation, Resource up gradation, SolusVM management., Dedicated, VPS Issue resolution or escalation with proper notes and reply., Backup Scheduling and monitoring (Windows, Linux, NAS)., Debugging issues for various flavors of Windows, Linux., Customer Meetings., WordPress Customization Handling related issue., Mail server Monitor (Linux and Windows based)., WHM and cPanel Customization., Plesk server monitor., Analyzed, identified, and resolved complex network hardware problems., Configured and maintained network backup and recovery procedures., HTTP, SSL, and FTP protocols applied knowledge of computing systems and software structure., Configured and installed computer systems for other sub-organizations., Installed and maintained data and voice circuits through routers, switches, and WAN devices., Configuration and Administration of Windows Servers 2012 -Active Directory, FTP, DNS, DHCP, TFTP under various LAN.

Languages

English
Upper intermediate (B2)
Urdu
Bilingual or Proficient (C2)

Timeline

Application Support Engineer

Xtium
12.2022 - 04.2025

TECHNICAL SUPPORT ENGINEER

NEXUS TECHNOLOGY
09.2020 - 12.2022

IT ADMINISTRATOR

MIDJAC(Pvt) Ltd
05.2019 - 08.2020

Bachelor of Science (4 year) - Computer Science specialized in Network system

FEDERAL URDU UNIVERSITY SCIENCE AND ARTS

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