Hi, I’m
Muhammad Usama
Tier 1 Support Engineer
Islamabad
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
2
years of professional experience
6
years of post-secondary education
Work History
AirespringCalifronia
Tier 1 Support Technician
09.2023 - Current
Job overview
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Configured hardware, devices, and software to set up work stations for employees
- Provided Tier 1 IT support to non-technical internal users through desk side support services
EricssonIslamabad
L1 Engineer
02.2023 - Current
Job overview
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions .
- Conducted security audits to identify vulnerabilities.
GCSMultan
System and Network Support Engineer
09.2022 - 01.2023
Job overview
- System documentation maintenance and review in ConnectWise
- Remotely analyzed and diagnosed complex network faults for end-users, recommending and implementing corrective measures.
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Desktop/laptop deployments
- Perform related duties as assigned by supervisor
BZUMultan
IT Support Engineer
02.2022 - 07.2022
Job overview
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Promoted efficiency among departments with prompt resolution of system issues.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
Education
BZUMultan
Bachelor of Science from Telecommunications System
10.2018 - 09.2022
Emerson CollegeMultan
Associate of Science from Computer Science
04.2016 - 06.2018
Skills
Desktop support
TCP/IP
Ticket support system management
Complaint resolution
Technical Support
Windows 10
O365
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Soft Skills
- Attention to detail
- Collaboration with others
- Time Management
- Stress Management
- Problem-solving
- Empathy
- Interpersonal Skills
- Listening Skills
Timeline
Tier 1 Support Technician
Airespring
09.2023 - Current
L1 Engineer
Ericsson
02.2023 - Current
System and Network Support Engineer
GCS
09.2022 - 01.2023
IT Support Engineer
BZU
02.2022 - 07.2022
BZU
Bachelor of Science from Telecommunications System
10.2018 - 09.2022
Emerson College
Associate of Science from Computer Science
04.2016 - 06.2018
Soft Skills
- Attention to detail
- Collaboration with others
- Time Management
- Stress Management
- Problem-solving
- Empathy
- Interpersonal Skills
- Listening Skills