Saad Bin Abdur Rehman
Lahore
Summary
Dedicated IT Support Specialist with 3 years of hands-on experience providing Level 2 technical support and managing complex IT infrastructure. Proven expertise in conducting wireless surveys, troubleshooting a wide range of issues, and maintaining servers, switches, routers, and access points. Adept at creating detailed technical documentation and performing field audits to ensure system reliability and compliance. Committed to delivering exceptional customer support and enhancing IT operations through effective problem-solving and technical proficiency.
Overview
4
4
years of professional experience
Work History
Technical Support Engineer
H-Tech Supports
05.2024 - Current
- Managed a team of Field Engineers globally, providing Level 1 and Level 2 support for remote network and deskside issues.
- Conducted interviews, screenings, and briefings to ensure the best fit for the team.
- Researched, diagnosed, and troubleshooted customer issues to provide timely solutions.
IT Support Engineer
Field Work Technologies Ltd
01.2024 - 05.2024
- Installed, configured, and maintained operating systems and application software.
- Resolved technical issues across multiple systems and applications, ensuring seamless functionality for customers and end-users.
- Collaborated with team members to test and implement system management tools, enhancing overall efficiency and productivity.
Customer Service Representative
MindBridge
01.2024 - 04.2024
- Provided exceptional customer support through chats, emails, and phone calls using HeroCare, Hurrier, and Salesforce.
- Resolved customer issues efficiently and effectively, ensuring high satisfaction rates.
- Utilized BOA (Back Office Application) to streamline processes and improve response times.
Network Support Engineer
Deepscale Technologies LTD
02.2023 - 01.2024
- Diagnosed network problems involving hardware, software, power, and communication issues.
- Remotely analyzed and diagnosed complex network faults for end-users.
- Recommended and implemented corrective measures for network issues.
Service Delivery Executive
Sharp Brains
11.2021 - 11.2022
- Managed end-to-end service delivery process at Sharp Brains, ensuring timely assignment of field engineers and client feedback.
- Streamlined client request handling, resulting in improved efficiency and customer satisfaction.
- Implemented feedback mechanisms to continuously improve service quality and response time.
IT Support Engineer
Allied Telecom
02.2021 - 10.2021
- Maintained and monitored servers and IPTV channels, ensuring smooth operations.
- Ran configurations in Linux and performed physical troubleshooting of network devices.
- Worked with WiFi technology to optimize network performance.
Education
Bachelor of Science - Computer Science
University of Management And Technology
Lahore, Punjab, Pakistan05.2021
Skills
- Level 2 IT Support
- Wireless Surveys
- Troubleshooting
- Servers, Switches, Routers, Access Points
- Ticketing Systems
- Technical Documentation
- Field Auditing
- Customer Support
Timeline
Technical Support Engineer
H-Tech Supports
05.2024 - Current
IT Support Engineer
Field Work Technologies Ltd
01.2024 - 05.2024
Customer Service Representative
MindBridge
01.2024 - 04.2024
Network Support Engineer
Deepscale Technologies LTD
02.2023 - 01.2024
Service Delivery Executive
Sharp Brains
11.2021 - 11.2022
IT Support Engineer
Allied Telecom
02.2021 - 10.2021
Bachelor of Science - Computer Science
University of Management And Technology
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