Umer Farooq
Islamabad
Summary
As an IT Support & Business Support Specialist with 7 years of experience, I have a proven track record of delivering outstanding results by leveraging my technical and business skills. My experience includes managing hardware and software infrastructure, analyzing and resolving complex technical issues, and providing customer service and support. I am skilled in project management, vendor management, and procurement, and I have a deep understanding of business operations and how technology can support and enhance them. With strong communication skills and the ability to work effectively in a team environment, I am committed to delivering high-quality service and support to help organizations achieve their goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT & Business Support Specialist
Paymob
Islamabad
08.2022 - Current
- Providing technical assistance to end-users, including hardware and software troubleshooting,
- Network connectivity issues, and resolving technical problems
- Understanding business processes and providing recommendations for technology solutions to enhance operations and streamline workflows
- Leading or participated in, , including scoping, planning, and execution of tasks, to ensure successful completion of the project on time and within budget
- Managing relationships with technology vendors, including procurement, contract negotiation, and vendor performance management
- Security management: Ensuring that the organization's technology infrastructure is secure and protected against cyber threats, including conducting regular security audits and implementing security protocols
- Providing training and support to end-users to ensure they are proficient in using technology systems and tools
- Maintaining accurate and up-to-date documentation of technology systems, processes, and procedures
- Collaborating with cross-functional teams, including IT, operations, and business units, to ensure technology solutions align with business needs and goals
- Providing administrative support to business functions, including scheduling meetings, preparing reports, and maintaining files and records
- Assisting with the day-to-day operations of business functions, including monitoring and analyzing business performance metrics, identifying areas for improvement, and making recommendations for process improvements
- Managing relationships with vendors, including procurement, contract negotiation, and vendor performance management
- Collaborating with cross-functional teams, including finance, human resources, marketing, and operations, to ensure business operations align with business needs and goals
- Training and supporting employees to ensure they are proficient in using business systems and tools
- Maintaining accurate and up-to-date documentation of business systems, processes, and procedures.
IT Support Engineer
Jazz, Mobilink
Islamabad
01.2022 - 08.2022
- Address user tickets regarding hardware, software, and networking
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until the issue is resolved
- Customize desktop applications to meet user needs
- Record technical issues and solutions in logs
- Follow up with users to ensure their systems are functional
- Installing IT, network, and electrical hardware components and cables
- Configure software and systems Identifying and eliminating bottlenecks to ensure long-term system efficiency
- Troubleshooting and resolving issues with the wireless/wired network
- Ensure the connectivity and networking operate securely
- Providing technical support to co-workers
- Performing necessary upgrades to the systems infrastructure as needed
Executive IT & Admin
Aaron Azlam Pvt Ltd
Islamabad
09.2020 - 06.2021
- Communicated with industry partners to build valuable relationships and achieve operational targets.
- Promoted professional and personal development of individual team members by administering performance evaluations.
- Established contact with new markets by traveling to conventions and setting up meetings.
- Reduced operating expenses by negotiating with vendors to obtain better pricing.
- Determined appropriate budgets and administered expenditures.
- Identified issues and resolved problems with hardware and software to improve end-user experience.
- Oversaw various IT staff, personalizing oversight to create positive working relationships and effective management structures.
- Managed backup, user account and helpdesk systems.
- Analyzed workflows and established priorities for daily operations.
- Controlled operational IT budget and expenditures within department parameters.
- Troubleshot and replaced hardware components, hard drives, memory and network cards.
- Utilized active directory to reset user passwords for employees.
- Resolved and maintained workstation issues related to upgrades, software and hardware failures.
- Answered user inquiries to resolve computer software or hardware operation problems.
IT Support Technician
Fauji Fertilizers Bin Qasim Limited
Islamabad
07.2018 - 07.2020
- Installing and configuring computer hardware, software, systems, networks,
- Answered use and repair questions via in-person, email and telephone requests.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Providing technical support across the company (this may be in person or Over the phone)
- Setting up accounts for new users
- Repairing and replacing equipment as necessary
- Provided installation and configuration of network and workstation
- Resolved problems on workstations and LAN, including cabling problems
- Summary Work Experience Created with Recorded Problems and details in the ticketing system
- Maintained and troubleshot Operating Systems including Windows and MAC in a domain Environment
- Create, delete, and maintain user system accounts and passwords in Active Directory
- Provided on-phone and online support for users of the extended communication
- Delivered troubleshooting solutions to Departments
- Performs defined tasks per Documented instructions/processes
Store Keeper / Computer Operator
Teletaleem Islamabad
Khewra
01.2011 - 12.2012
- Provides data by operating a computer
- Determines sequence of operations
- By studying the production schedule
- Performs defined tasks per documented
- Instructions/processes
- Prepares equipment for operations by accessing software on the computer
- Monitoring unit production and efficiency and conducting an inventory of products
- Maintained accurate inventory counts, resulting in an inventory variance rate of 0.2% and a 97% accuracy rate
- Streamlined incoming and outgoing workflows, improving accuracy and reducing delays.
- Monitored operations of computer systems and hardware.
- Input data from multiple sources and output data to various forms of physical media.
Education
Bachelors of Arts - Sargodha
University of Sargodha
Sargodha01.2020
Skills
- Active Directory
- Installation
- Ticketing
- Configuration
- Inventory Control
- Procurement
- Tagging
- Software & Hardware Support
- Helpdesk Support
- Network Support
- IT Operations
- IT Support
- Cabling
- Technical Support
- Change Management
- Microsoft 365
- Microsoft Office Suite
- IBM Lotus
- Windows Servers
- Remote Troubleshooting
- Decision Making
- Operational Records Review
- Interdepartmental Collaboration
- Detail-Oriented
- Time Management
- Problem-Solving
- Customer Service
- Inventory Management
- Document Management
- Operations Management
- Warehouse Management
Languages
Urdu, Hindi, Punjabi
First Language
English
Upper Intermediate
B2
Certification
- Technical Support Fundamentals (Google)
- Cloud Computing Service Models (Great Learning)
- Microsoft 365 Fundamentals (Microsoft)
- Jira Fundamentals Badge (Jira)
- Computer Networking / Digital Network Security (Aison)
- Introduction to Packet Tracer (CISCO)
- AI for Everyone (deeplearning.ai)
- How to Get Online (CISCO)
- English Language Ability (Emmersion)
- Programming for Everybody (University of Michigan)
- Business English (Open University)
- Asset Management, Procurement, Using Proper Warehousing Process and Procedure, Procurement Planning, Warehousing, Fleet Management (disasterready.org)
Timeline
IT & Business Support Specialist
Paymob
08.2022 - Current
IT Support Engineer
Jazz, Mobilink
01.2022 - 08.2022
Executive IT & Admin
Aaron Azlam Pvt Ltd
09.2020 - 06.2021
IT Support Technician
Fauji Fertilizers Bin Qasim Limited
07.2018 - 07.2020
Store Keeper / Computer Operator
Teletaleem Islamabad
01.2011 - 12.2012
Bachelors of Arts - Sargodha
University of Sargodha
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