Summary
Overview
Work History
Education
Skills
Job Responsibilities
Timeline
Generic

Waqas Munawar

Latham,NY

Summary

Over 15 Years of experience in Windows Networking/System Administration and Tech Support; Worked extensively on Windows NT Windows 2000/2003/2008 Server Windows XP, Vista and Windows 7,10 and 11

Overview

24
24
years of professional experience

Work History

Service Desk/Desktop Support

Novartis
01.2014 - 06.2025
  • Service now and Jira service desk as a ticketing system
  • Trouble shoot any PC/MAC issues on daily bases.
  • Various bio medical application troubleshoots.
  • Configure outlook, secure email.
  • Troubleshoot any Microsoft suit issues.
  • Password reset; account unlocks via Citrix.
  • VPN, remote desktop, remote into user machine.
  • Take care of the users who walk into tech center and resolve their issues.
  • Assist user via email, live chat or global queue.
  • Setup iPhone and iPad, installing company profiles, help user connecting to corporate network, troubleshoot all issues.

Helpdesk/Desktop Support

Christ Hospital
08.2013 - 04.2015
  • Troubleshoot user’s issues with their medical applications.
  • Remote desktop into user’s computers to better assist and resolve issues.
  • Password resets in Active Directory.
  • Install Citrix receiver.
  • Create users in Active Directory and make group policies according to the Organizational need.
  • Installed network/Local printer and configure them.
  • Setup VPNs.
  • Maintained a high level of professionalism while managing sensitive and confidential information.
  • Increased caller trust by building rapport through empathy, understanding, and non-judgmental communication.

Technical Support Agent (Call Center)

Vonage (Broadband Phone Company)
05.2008 - 08.2013
  • Assisting customers with PC related issues over the phone.
  • Setting up Phone Adapters.
  • Customer care over the phone.
  • Document certain issues related to accounts.
  • Creating trouble tickets and escalate issues to the next level of support.
  • Respond to calls in timely fashion.
  • Responding to emails.
  • Selling the Vonage devices and services.
  • Provide desktop supports for MAC.
  • Provide desktop support for Windows 98, 2000, XP, vista and windows 7.

Desktop Support

Consulate General of Pakistan
01.2005 - 03.2008
  • Handling and supporting Network and Software issues for more than 300 users.
  • Created – Work Groups, Domains, Child Domains, ADS, Active Directory Users and Accounts.
  • Desktop settings, Sharing and mapping drives, Administrative and other rights.
  • Provides desktop supports for MAC.
  • Enhanced user experience by providing timely and efficient desktop support to endusers.

Sr. WINDOWS LAN/WAN ADMIN & SERVERS SUPPORT

Chelsea Technologies
01.2001 - 12.2004
  • Installed, Configured and Monitored the Windows 2000/ 2003 Servers and Clients.
  • Automate IP address allocation with Easy-IP, eliminating duplicate IP address errors, Reduce IP admin costs, Control IP address assignment during moves, adds and changes, utilize existing IP address space efficiency.
  • Connecting LAN/WAN Computers through RAS connection and solving the Connectivity Issues.

Education

NEDC - Network Engineering and Data Communication

Chubb Institute
New York, NY
01.2002

Microsoft Certified Systems Engineer (MCSE) - server 2008

Microsoft Certification
01.2000

Skills

  • Operating Systems: Windows XP Professional, Windows 2000 Professional, Windows vista and Windows 7 windows 10,11 Windows 2003 Server, windows 2008 server Windows NT Server 40
  • Customer service
  • Complaint handling
  • Goal-oriented mindset
  • Client relationship building
  • Technical support
  • Call center experience

Job Responsibilities

  • Planning the requirements of the organization.
  • Setting up the workstations for users.
  • Managing users by providing proper profiles.
  • Working on a complete LAN/WAN/VLAN environment.
  • Manage and be able to configure all network hardware and equipment, including routers, switches and hubs for the LAN and WAN infrastructure.
  • Extensive Knowledge of iPhone and iPad

Timeline

Service Desk/Desktop Support

Novartis
01.2014 - 06.2025

Helpdesk/Desktop Support

Christ Hospital
08.2013 - 04.2015

Technical Support Agent (Call Center)

Vonage (Broadband Phone Company)
05.2008 - 08.2013

Desktop Support

Consulate General of Pakistan
01.2005 - 03.2008

Sr. WINDOWS LAN/WAN ADMIN & SERVERS SUPPORT

Chelsea Technologies
01.2001 - 12.2004

NEDC - Network Engineering and Data Communication

Chubb Institute

Microsoft Certified Systems Engineer (MCSE) - server 2008

Microsoft Certification

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