Summary
Overview
Work History
Education
Skills
Certification
Languages
Interests
Timeline
3c
Muhammad Rehan

Muhammad Rehan

Islamabad,Pakistan

Summary

IT Support Engineer with 2.5+ years of experience in IT infrastructure, cloud platforms (Azure, AWS), and automation. Skilled in troubleshooting Windows, Linux, and macOS environments. Experienced with ticketing tools (Jira, ServiceNow) and collaboration platforms. Passionate about streamlining IT processes with automation and AI-driven support.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Support Engineer

Smart Resources
12.2024 - Current
  • Provide L1/L2 IT support for end-users, resolving system, application, and network issues in compliance with SLAs.
  • Perform OS installations and configurations (Windows, macOS, Linux) for new and existing employees.
  • Facilitate onboarding/offboarding, including email setup, identity management (OKTA, Azure AD), and device provisioning.
  • Manage IT assets (laptops, desktops, networking devices), ensuring updated inventory records.
  • Work on ticketing systems (Jira, ServiceNow) to log, prioritize, and resolve IT issues efficiently.
  • Collaborate with teams via Slack, MS Teams, and email for seamless communication and faster troubleshooting.
  • Generate weekly/monthly IT support reports to track ticket volume, resolution time, and SLA compliance.
  • Support MDM tools for device security and policy enforcement.
  • Assist in implementing automation scripts and AI-driven support workflows for auto-ticket assignment and proactive monitoring.

IT Officer

Jacked Nutrition
08.2024 - 03.2025
  • Delivered onsite IT support, ensuring smooth operation of systems, Wi-Fi, and hardware.
  • Supported Odoo ERP, Microsoft Azure, and Power BI applications.
  • Maintained IT infrastructure, diagnosed and resolved networking issues, and optimized connectivity.
  • Assisted in software/hardware installations and troubleshooting for staff.
  • Maintained IT asset records and provided user guidance on IT systems.

Cloud Support Engineer

IDRAK AI
01.2023 - 01.2024
  • Managed 100+ cloud servers using Proxmox & VMware ESXi, ensuring high uptime.
  • Wrote and maintained shell scripts for system automation and monitoring.
  • Provided L1/L2 technical support for clients and internal teams.
  • Gained exposure to AI in IT operations for predictive monitoring and automation.

Education

Bachelor's - Information Technology (BS-IT)

PMAS University
06-2023

Skills

  • Windows, MacOS & Linux Troubleshooting
  • IT Infrastructure & Networking (LAN/WAN, Firewalls, VPNs)
  • Active Directory Azure AD G Suite Office 365 OKTA
  • Ticketing Tools: Jira, ServiceNow, Freshdesk
  • Collaboration Tools: Slack, MS Teams, Zoom
  • MDM & VOIP Solutions
  • End-user Support (Onsite & Remote)
  • IT Asset Management & Documentation
  • SLA-driven Service Delivery & Reporting
  • AI in IT Support (Auto-ticketing, Chatbots, Predictive Monitoring)

Certification

  • Microsoft Certified: Azure Administrator (AZ-104)
  • AWS Cloud Computing
  • Docker & Azure DevOps
  • CCNA, MCITP & Office 365

Languages

English
Limited Working

Interests

  • Web Development and Design
  • Virtual Reality
  • App Development
  • Coding and Programming

Timeline

IT Support Engineer

Smart Resources
12.2024 - Current

IT Officer

Jacked Nutrition
08.2024 - 03.2025

Cloud Support Engineer

IDRAK AI
01.2023 - 01.2024

Bachelor's - Information Technology (BS-IT)

PMAS University

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