Syed Muhammad Yaseen
Islamabad,IS
Summary
Accomplished Service Support Engineer with a proven track record at ATSG, enhancing service efficiency and customer satisfaction through streamlined troubleshooting and innovative technical solutions. Skilled in network configuration and offering exceptional remote assistance, I excel in both hardware maintenance and fostering positive client relations.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Support Engineer
ATSG
02.2024 - Current
- Improved service support efficiency by streamlining troubleshooting processes and implementing time-saving RMM tools such as N-Able N-Central.
- Optimized existing workflows through continuous process improvements aimed at enhancing overall customer experience.
- Monitor, Manage, Secure and Back up various servers, workstations, software and applications of multiple customers.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Patched software and installed new versions to eliminate security problems and protect data.
- Set up and administered firewall and antivirus systems and configurations.
- Responded to customer inquiries and provided technical assistance over phone on a daily basis for customers in the US.
- Maintained servers and systems to keep networks fully operational during peak periods.
IT System Support Engineer
Abacus Consulting
12.2022 - 02.2024
- Streamlined processes for diagnosing and fixing hardware, software, and network problems, resulting in quicker resolution times.
- Contributed to the development of IT policies and best practices that reduced risks associated with cybersecurity threats or unauthorized access attempts.
- Offered technical guidance and advised users of alternative approaches when troubleshooting.
- Optimized help desk operations through thorough analysis of ticket trends and implementing targeted process improvements.
- Acted as a liaison between users and vendors during software upgrades or installations to ensure minimal disruptions to daily business operations.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Configured security settings and granted system access to groups and individuals.
Internship (Networks)
PTCL
09.2021 - 10.2021
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Learned basics about networking from OSI Model, TCP/IP Model, Subnetting etc.
Education
Bachelor's Degree - Electrical Engineering (Electronics)
NED University of Engineering & Technology
Karachi, Pakistan10-2022
Skills
- Network configuration
- Hardware maintenance
- Backup and recovery
- Troubleshooting skills
- Remote assistance
- Operating systems (Windows and Linux)
- Cloud Computing
- Firewall configuration
Certification
- Cisco Certified Network Associate (CCNA)
- Certified Ethical Hacker (CEH) - EC Council
- Certified in Cybersecurity (CC) - ISC2
- Microsoft Certified, AI Fundamentals (AI-900) - Microsoft.
Timeline
Service Support Engineer
ATSG
02.2024 - Current
IT System Support Engineer
Abacus Consulting
12.2022 - 02.2024
Internship (Networks)
PTCL
09.2021 - 10.2021
Bachelor's Degree - Electrical Engineering (Electronics)
NED University of Engineering & Technology
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