Waris Qarar
Leander
Summary
Dynamic Data Center Technician with proven expertise at Citi Bank in deploying and maintaining server infrastructure. Skilled in component-level troubleshooting and incident response, ensuring data security and operational efficiency. Adept at collaborating cross-functionally and thriving in fast-paced environments, delivering reliable solutions and enhancing system performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Data Center Technician
Citi Bank
03.2024 - 11.2025
- Deploy, configure, and support new data center infrastructure across multiple projects and operational functions.
- Identify, document, and troubleshoot routine hardware and infrastructure issues by following established data center procedures and applying appropriate resources to resolve problems efficiently.
- Ensure data security and integrity by tracking and auditing physical media, verifying proper data erasure, and managing assets in compliance with organizational security standards.
- Collaborate with team members to disassemble, repair, or decommission end-of-life equipment through part replacement and scheduled maintenance activities.
- Perform repairs and preventative maintenance on servers, equipment, and infrastructure using defined solutions, standard processes, and limited supervision.
Data Center Technician
Samsung
01.2023 - 02.2024
- Perform hardware maintenance by diagnosing issues and repairing or replacing defective server, network, and infrastructure components.
- Install, rack, mount, and cable servers and network switches in accordance with data center standards and deployment procedures.
- Monitor environmental conditions, including temperature and humidity, and accurately document and report anomalies.
- Enforce data center physical security policies and provide authorized escort access to secured data center and support areas.
- Support data center floor operations and capacity planning through ongoing inspection and coordination activities.
- Monitor Power Distribution Units (PDUs) and power communication systems to ensure continuous and reliable operations.
- Conduct routine audits of data center spaces to verify compliance with security requirements, signage, labeling, equipment placement, and alerting standards.
- Ensure all equipment is properly labeled and maintains accurate, up-to-date asset information.
- Identify audit deficiencies and implement corrective action or remediation plans to maintain compliance.
- Apply 6S (Sort, Straighten, Shine, Standardize, Sustain, with Safety) methodologies to maintain an organized, safe, and efficient work environment.
- Maintain accurate inventory records for spare parts, equipment, and tools.
- Utilize Data Center Infrastructure Management (DCIM) software to support operational tasks and asset tracking.
- Perform basic hardware and infrastructure troubleshooting, escalating issues as required within defined SLAs and maintaining communication through resolution.
- Provide timely, clear status updates to end users, stakeholders, and cross-functional support teams during incident response.
- Respond to incidents in accordance with established service-level agreements (SLAs).
- Follow standard operating procedures (SOPs), generate reports as requested, update management and ticketing systems, and communicate effectively with team members and leadership.
- Prepare and deliver detailed daily pass-down reports to ensure continuity across shifts.
Technician
Spectrum
01.2022 - 12.2022
- Install, configure, and repair internet, television, and voice services for residential and business customers, ensuring reliable connectivity from network tap to customer premises equipment.
- Diagnose and resolve service issues involving coaxial cabling, Wi-Fi networks, routers, modems, and related network components using electronic diagnostic tools.
- Perform structured troubleshooting to identify signal, connectivity, and hardware faults, escalating complex or unresolved issues in accordance with established procedures.
- Educate customers on service functionality, equipment usage, and best practices while setting clear expectations and delivering effective problem resolution.
- Conduct physically demanding work, including outdoor operations, climbing ladders or poles, using hand and power tools, and handling technical equipment safely.
- Support network infrastructure by assisting with the construction, repair, and maintenance of Hybrid Fiber Coaxial (HFC) systems.
- Operate independently in the field, often beginning and ending the workday from home using a company-provided vehicle, while maintaining productivity and professionalism.
Help Desk Support
Amazon
11.2021 - 01.2022
- Delivered comprehensive technical support to Amazon corporate employees globally across multiple communication channels, including phone, chat, email, and ticketing systems.
- Investigated, diagnosed, and resolved end-user computing issues by analyzing root causes, identifying appropriate resources, testing solutions, and performing follow-up to ensure resolution.
- Managed a high-volume workload of 15–25 concurrent tickets, calls, and chats while meeting established service-level and quality standards.
- Accurately documented customer interactions, troubleshooting steps, and resolutions in detailed contact logs to support knowledge sharing and audit requirements.
- Communicated clearly with users regarding required repairs, system status, and resolution steps, ensuring understanding and customer satisfaction.
- Followed standard operating procedures (SOPs) and leveraged knowledge management systems to deliver consistent, compliant technical support.
- Maintained up-to-date knowledge of support tools, policies, and technologies to provide accurate and effective solutions.
- Assisted with triage and escalation of system or network outages to minimize service disruptions and operational downtime.
- Demonstrated reliability and professionalism through strict adherence to shift schedules, timeliness, and attendance requirements.
- Supported a 24/7 operational environment, including flexible shifts, weekends, and holidays
Help Desk Support
Ministry of Economy
09.2017 - 09.2021
- Responded to technical support requests by diagnosing hardware, software, and network issues, delivering effective solutions with a focus on first-contact resolution.
- Logged, categorized, prioritized, and tracked all incidents and service requests using an enterprise ticketing system such as ServiceNow.
- Managed user accounts and access controls, including account creation, permissions, password resets, and onboarding support.
- Installed, configured, troubleshot, and repaired computers, peripheral devices, and standard software applications, including Microsoft Office and web-based tools.
- Provided remote technical assistance using secure support tools and conducted on-site support visits as required.
- Developed and maintained technical documentation, FAQs, and procedural guides to support consistent service delivery.
- Delivered basic end-user training on new systems, applications, and technology updates.
- Escalated complex or unresolved issues to Tier 2/3 support teams or specialized groups following established escalation protocols.
- Complied with government security policies and procedures, safeguarding sensitive and confidential information and managing privileged access appropriately.
Education
Bachelor of Arts - Business Finance
Peshgam University
Kabul, AFG08-2017
Skills
- Server & Network Hardware Deployment – Racking, stacking, cabling, and configuring data center servers and networking equipment
- Component-Level Troubleshooting & Repair – Diagnosing and replacing failed hardware components (HDD/SSD, RAM, PSUs, NICs)
- Preventive Maintenance & Reliability Operations – Performing scheduled maintenance to ensure uptime and infrastructure stability
- Data Center Procedures & SOP Compliance – Executing tasks accurately while following detailed operational and safety procedures
- Physical Data Center Operations – Safely lifting up to 50 lbs, working in confined spaces, and performing sustained physical tasks
- Data Security & Media Handling – Managing assets, verifying secure data erasure, and maintaining data integrity per security standards
- Incident Response & Ticketing Systems – Troubleshooting issues, documenting actions, and resolving tickets within SLAs
- Operating System Fundamentals – Basic system navigation, hardware validation, and OS-level diagnostics
- Cross-Functional Collaboration – Partnering with engineering, networking, and operations teams to complete deployments and resolve issues
- Adaptability in 24/7 Operations – Thriving in shift-based environments with changing priorities, including nights, weekends, and holidays
Certification
- Structured Cabling Installer Training - 10/04/2022
Timeline
Data Center Technician
Citi Bank
03.2024 - 11.2025
Data Center Technician
Samsung
01.2023 - 02.2024
Technician
Spectrum
01.2022 - 12.2022
Help Desk Support
Amazon
11.2021 - 01.2022
Help Desk Support
Ministry of Economy
09.2017 - 09.2021
Bachelor of Arts - Business Finance
Peshgam University