Michael Nazeer

Providing Global IT support for Tamika 4 Technology for all and Data loading activities 1st and 2nd line support, different Operating Systems (Microsoft )
• Support (Office365, Exchange, Outlook, Active Directory, SharePoint, Lync and Microsoft Teams
• Networking Support analysis of network problems (LAN/WAN)
• Support LANs, Wans, network segment of components to work properly together
• Troubleshoot problems reported by users, make recommendation for future upgrades
• Analyze and isolate issues. Install new hardware and software.
• Setting up accounts for company employees with passwords and permissions.
• Ensuring staff is properly trained on new systems. Play a key role in a global Service Desk team, taking ownership for the Service Desk
• Provide support to all staff both locally and globally, either in person, via email or remotely via telephone
• Provide troubleshooting of infrastructure services including network hardware, audio-visual
• Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user
service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments in ServiceNow
• Closed 95% of trouble tickets on the first call without escalation in ServiceNow
• Commended for quickly resolving complex issues including system crashes, network slowdowns
• Connectivity problems, security breaches, virus infections and more.
• Achieved a user satisfaction rating of 4.5/5.0 (14% higher than average); consistently logged and monitored
• Support on Wireless LAN, Access points, LAN and VoIP networks at remote and onsite locations
• Provide support for email, Request Distribution list, Restore mailbox, Increase/ decrease in mailbox size,
• Provide Standard Office, Standard Software, like Adobe reader, 7 Zip, Browsers, Install/– Visio, MS Project,
• Support for user-side software issues (e.g. outlook, AV, Malware related problems),Provide standard Monitor, Retire Accessories, Desktop / Laptop problems, Provide access to printer Provide printers, Request Printer cartridge, Printer connectivity issues, Desktop/ Laptop Service .

• Undertake strategic planning in relation to application system upgrades, new releases and migration to new
systems. Worked on Service Level Agreements (SLA’s) related contracted services.
• Ensure a responsive service is provided to meet the management of resources and prioritization of
workload.
• To ensure that systems, processes and methodologies, as specified are followed to ensure effective
monitoring, control and support of service delivery.
• Fortinet firewall and VPN server, Temporary access control servers with background MS Dynamix, and SharePoint servers.
• Working with SAP and SharePoint teams for background errors and problems in the client
application server, providing VPN access based on client requests
• Preparing new installations for IT readiness in the client offices and meetings
• Played a role of single point of communication between client and vendors for hardware and software issues
• Problem solving records on the ticket system and implementing,Incident management with records and performance sheets by ITIL methods
• Organized and remotely supported all hardware installation, repair, and maintenance activity performed at
the various offices locations and data centers.
• Collaborated with network engineers, field technicians, equipment vendors, and telecom carriers to
effectively troubleshoot and resolve various types of network issues and outages.
• Support for desktop/ Laptops, Enterprise IT Services, User Account Management
• Server Administration & Management, Windows OS System operations, patch manage, Provide Data storage/ Access to One Drive
• Restore data from storage, Port management,Wi-Fi/ LAN Connectivity issues,
• Request for enabling Video/ Web conferencing tools (VCT) like teams, Zoom, etc.

NOC Support Engineer & Head of Professional Services Department.

• ATM Machine Installation (NCR).

• Software Repair (NCR).

• Implementation Software for ATM Machine (NCR).

• Electronics Logs Analyses.

• Provided WAN & LAN support including installation and maintenance to users and helping customers
• solve technical issues
• Ensure that regular Network Health Verification is executed proactively to maintain availability of
• network, and Track Service Problems and Alarms to find the root cause if any
• Provides technical support and assistance to technicians and field engineer onsite whenever required
• Network monitoring with EPS .
• Take in calls and provide customer with necessary information and troubleshooting any problem that
• incurred while using our services
• Following up with Zain & Canar on escalated issues and troubleshooting, configuring and managing web hosting
• users, and web hosting services
• Configuring, managing troubleshooting e-mail customers, webmail, e mail and c-panel
• Creating, managing and maintaining DSL accounts
• Giving 24/7 remote support to the customers
• Configuring DSL accounts on Cisco routers
• Troubleshooting with Cisco, DLINK, Linksys routers and switches
• Troubleshooting and configuring customer websites and handling issues
• Giving remote and onsite support to the customers
• Creating, troubleshooting, managing DSL, DIA (Lease line) WLL and Direct Cable internet customers.
Troubleshooting and configuring customer firewalls, servers, switches and routers

• Preventive Maintenance of ATM Machine (NCR).

• Repair of ATM Machine (NCR).

• Gathers information from a wide range of sources to resolve problems with unknown solutions including .

• Third party vendors .

• May serve as a mentor in one or two product domains or customer specialties .

• Implemented setup and tested APTRA Interactive teller systems for customer demos and User Acceptance Testing (UAT).

• Tested APTRA Activate and APRTA NDC builds before deployment.

• Tested XFS Activate and YDC builds before deployment.

• Diagnosed and resolved hardware errors in NCR Automated Teller Machines (ATM).

• Diagnosed and resolved hardware errors in GRG Automated Teller Machines (ATM).

• Encrypted Hard drives on ATM machines and setup Encryption servers for testing.

• On call for resolution of customer complaints/ system failures.

• Diagnosed hardware failures of Point of Sales systems brought to the Service Centre.

• Tested systems to reproduce and document software bugs.

• Assisted in the preparation of machines before delivery.

• Assembled terminals per customer specifications.

• Imaged systems and first level configuration and testing for site rollout.

• Implementation of new currency certification systems to banks terminals

. • Studied counterfeit notes for errors and manual currency certification techniques.

• Tested new digital currency certification system for acceptance thresholds and rejection standards.

• IT Troubleshooting processes.

• service management tools for tracking tickets.

• General IT knowledge and skills.

• MS Office knowledge.

• Windows XP & Vista and Windows 7 Operation and Maintenance.

• Able to operate a telephone switchboard, including receiving, connecting, and putting calls on hold.

• Able to deliver professional customer service over the phone and exercise proper judgment and accuracy when dealing with telephone calls to the embassy.

• Familiar general postal procedures and best practices related to incoming/outbound mail, customer services, and best practices.

• Ability to supervise effectively as required, when placed in the supervisory role.

• Able to operate computer word processing and spreadsheet Keyboard/data entry (for maintaining a log of invoices) at provisional level.