Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Company
Currentposition
Timeline
Generic
Muhammad Umair

Muhammad Umair

Lahore

Summary

Experienced IT Helpdesk Engineer and Coordinator with a demonstrated history of working in the information technology and services industry. Skilled in Data Center Support, Web Applications, Troubleshooting, and Project Management. Strong information technology professional.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Senior IT Helpdesk Engineer

Motive
Lahore
10.2019 - Current
  • Installing and configuring client computer systems
  • Responding to client IT support requests
  • Providing technical support on-site and remote users
  • Repairing hardware malfunctions, software issues, and networking problems
  • Implemented, managed, and troubleshot FortiGate, Sophos firewalls
  • Troubleshoot and resolve complex issues with critical infrastructure managed by the team
  • Managed and administered computer systems, including servers and applications
  • Administered Firewalls (FortiGate, Sophos) and MDMs (JAMF, Workspace One, Microsoft Intune)
  • Administered G-suite, Microsoft Azure AD, Atlassian products, Smartsheet's, Office 365, OKTA, multiple help desk ticketing systems (Happy Fox, Jira Service Desk, Zen desk), and various softphone systems (Genesis, Ring DNA, Truly, Sales loft)
  • Performed routine maintenance tasks and ensured data backups and disaster recovery procedures were in place
  • Stayed up to date with the latest trends, technologies, and best practices in the IT field
  • Assisted in setting up, installing, configuring, and maintaining computers, laptops, and peripherals
  • Research and identify solutions to software and hardware issues
  • Ensure all issues are properly logged
  • Manage relationships with third-party vendors
  • Maintain the company's IT hardware asset register, monitoring and ordering stock
  • Collaborate with global colleagues to ensure that all transferees, visitors, and new joiners integrate seamlessly
  • In addition to my current role, I am performing as team lead and managing a team of six IT-skilled people
  • As the team lead managing a skilled team of six IT professionals, I foster collaboration, facilitate individual growth, set clear objectives, and ensure effective project management
  • Through my leadership, I strive to create a cohesive and high-performing team that consistently delivers exceptional results

IT Helpdesk Engineer

Business Communication Systems (Pvt)Ltd
Lahore
01.2013 - 09.2016
  • Research and identify solutions to software and hardware issues
  • Installing and configuring client computer systems
  • Responding to client IT support requests
  • Providing technical support on-site or via remote-access systems
  • Repairing hardware malfunctions, software issues, and networking problems
  • Technical coordination and close collaboration with our Level 1, local data center, network, and advanced services teams
  • Diagnose technical issues, including account setup and Official Application access through AD
  • Deploy, maintain, and troubleshoot Windows servers, domain controllers, and workstations
  • Upgrade servers, such as software, operating systems, and applications
  • Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting

PC Support Specialist

Jazz
Lahore
07.2012 - 12.2012
  • Troubleshoot System hardware and software issues reported by end users
  • Resolving IT support requests from employees
  • Answering employee questions regarding computer systems
  • Generating sign-ins for new hires during the onboarding process
  • Installing new software and hardware drivers and updating existing ones as needed
  • Updating employees on the status of their service requests
  • Logging all service requests and updating tickets as needed

Customer Care Representative

Business Communication Systems (Pvt)Ltd
Lahore
12.2011 - 07.2012
  • Solving customer payment-related problems and other queries
  • Handle customer complaints and provide appropriate solutions and alternatives within the time limits
  • Follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts, and file documents
  • Follow communication procedures, guidelines, and policies
  • Take the extra mile to engage customers

Customer Support Executive

LINKdotNET
Lahore
12.2007 - 11.2011
  • Solving customer payment-related problems and other queries
  • Handle customer complaints and provide appropriate solutions and alternatives within the time limits
  • Follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts, and file documents
  • Follow communication procedures, guidelines, and policies
  • Take the extra mile to engage customers

Education

Bachelor Of Science-BSc - Computer Science

The Islamia University of Bahawalpur
08.2006

Skills

  • Service Levels
  • Technical Proficiency
  • Pressure Situations

Certification

  • G-Suite Administration
  • Google Cloud Platform (GCP) Fundamentals for Beginners
  • Okta Administration
  • Microsoft Azure fundamentals
  • CCNA

Languages

English, Professional Working

Company

ABS Labs (Pvt) Ltd

Currentposition

Senior IT Support Engineer

Timeline

Senior IT Helpdesk Engineer

Motive
10.2019 - Current

IT Helpdesk Engineer

Business Communication Systems (Pvt)Ltd
01.2013 - 09.2016

PC Support Specialist

Jazz
07.2012 - 12.2012

Customer Care Representative

Business Communication Systems (Pvt)Ltd
12.2011 - 07.2012

Customer Support Executive

LINKdotNET
12.2007 - 11.2011

Bachelor Of Science-BSc - Computer Science

The Islamia University of Bahawalpur

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Muhammad Umair