Muhammad Arsalan Ismail
Senior IT Support Specialist
Rawalpindi,PB
Summary
Passionate IT Support Engineer in resolving technical issues, optimizing systems, and enhancing user productivity. Adept at troubleshooting hardware and software problems, providing exceptional customer service, and implementing efficient IT solutions.
Overview
3
3
years of professional experience
10
10
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
SENIOR IT SUPPORT SPECIALIST
BCI INTERNATIONAL (HBL MICROFINANCE BANK)
Islamabad, PB
10.2024 - Current
- Diagnoses and resolves complex hardware, software, and network issues
- Assists with the installation, configuration, and maintenance of servers, workstations, and other IT infrastructure components
- Manages and resolves escalated incidents, ensuring timely and effective resolution of critical issues
- Creates and maintains technical documentation, procedures, and knowledge base articles to improve support processes and knowledge sharing
- Identifies and recommends solutions to prevent recurring IT issues, contributing to improved system stability and reliability
- Assists with IT projects, including hardware and software deployments, upgrades, and migrations
- Provides training to end-users on the use of IT systems and applications
- Communicates effectively with users, IT staff, and other stakeholders to ensure clear and timely information sharing
- Keeps up-to-date with the latest IT technologies and trends to maintain a high level of technical expertise
- Generated reports to track performance and analyze trends.
IT SUPPORT ENGINEER
JAFFER BROTHER SYSTEM (HBL MICROFINANCE BANK)
Islamabad, Balochistan
05.2023 - 09.2024
- Providing technical support for hardware, software, applications, and web-based portals, including installation and configuration
- Make sure that tickets of IT service desk should be resolved and response with define SLAs of Service Desk
- Work closely with the information security team to ensure alignment of IT support and security goals
- Participate in regular meetings to discuss security issues, updates, and strategies
- Communicate effectively with end-users, providing clear and concise guidance on security-related matters
- Report security incidents and vulnerabilities promptly to the appropriate teams
- Being knowledgeable about all helpdesk support issues, using the help Desk programmed tickets complaints logs review, completing actions, and setting up online meetings for senior management domestically and internationally using the Zoom application
- Having knowledge of email Exchange servers, client-side application installation, and management of archiving and backup
- Escalation of major issues ensuring coordination of resolving parties
ICT NETWORK ENGINEER
NATIONAL LOGISTICS CORPORATION
01.2022 - 04.2022
- Supervising laying down of IT infrastructure in NLC Tower
- Configuring juniper access switches to provide connectivity to users
- Patch panel installation in Racks
- ODF to ODF fiber connectivity
- Verifying IT nodes (Wi-Fi, LAN, SIP, Camera) provided by vendors in NLC Tower
- Cabling and tagging in Racks
- I/O's punching and installation in Patch panels
- Analyzes and resolves network performance issues, oversees all troubleshooting of network devices, and supports the technical staff
- Maintaining computer networks including mainframes, VPNs, routers and other physical hardware
Education
Master of Science - INFORMATION SECURITY
FOUNDATION UNIVERSITY
Rawalpindi, PB 09.2021 - 02.2024
BACHELOR OF SCIENCE - COMPUTER SCIENCE
PMAS ARID AGRICULTURE UNIVERSITY
RAWALPINDI 09.2015 - 07.2019
ICS - GENERAL SCIENCE
BOARD OF INTERMEDIATE AND SECONDARY EDUCATION
RAWALPINDI 05.2013 - 05.2015
SCIENCE - EDUCATION
FEDERAL BOARD OF INTERMEDIATE AND SECONDARY EDUCATION
RAWALPINDI 04.2011 - 04.2013
Skills
- troubleshooting hardware and software issues
- manage and prioritize multiple support requests
- managing Active Directory and user accounts
- communication skills
- problem-solving skills
- remote desktop support tools
- cybersecurity principles and practices
- analytical skills
- critical thinking abilities
- conduct security audits
- penetration testing
- risk assessment
- vulnerability management
- network protocols (TCP/IP, DNS, DHCP)
- network segmentation
- VLAN configuration
- configuring routers
- troubleshooting routers
- configuring switches
- troubleshooting switches
- configuring firewalls
- troubleshooting firewalls
Certification
ETHICAL HACKING FROM SCRATCH, 02/09/23
Timeline
SENIOR IT SUPPORT SPECIALIST
BCI INTERNATIONAL (HBL MICROFINANCE BANK)
10.2024 - Current
IT SUPPORT ENGINEER
JAFFER BROTHER SYSTEM (HBL MICROFINANCE BANK)
05.2023 - 09.2024
ICT NETWORK ENGINEER
NATIONAL LOGISTICS CORPORATION
01.2022 - 04.2022
Master of Science - INFORMATION SECURITY
FOUNDATION UNIVERSITY
09.2021 - 02.2024
BACHELOR OF SCIENCE - COMPUTER SCIENCE
PMAS ARID AGRICULTURE UNIVERSITY
09.2015 - 07.2019
ICS - GENERAL SCIENCE
BOARD OF INTERMEDIATE AND SECONDARY EDUCATION
05.2013 - 05.2015
SCIENCE - EDUCATION
FEDERAL BOARD OF INTERMEDIATE AND SECONDARY EDUCATION
04.2011 - 04.2013
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