Syed Sulaiman Ather

GSM: + 966 56 751 6860, SMS : +91 984 912 0463

E-Mail: ifarees@gmail.com

Objective:
I am looking for the position of Technical Support Specialist in a company where I am able to utilize my expertise and
10 years of experience in customer service, technical support, network administration / security for the progress of the
organization.

Skills:
 Good Experience of data networking technologies principally TCP/IP within a Microsoft environment
 Excellent Experience in support of Microsoft desktop operating systems and applications including:
Windows Vista / XP / 200 and NT in a networked environment.
 Excellent Experience of associated desktop applications from Microsoft (MS Office 2007 and 2003 Suite),
Adobe and other vendors.
 Good Knowledge of Managing Active Directory in Windows Server 2003(Users, Contacts, Computers,
Groups, Shared folders, Printers)
 Good knowledge of supervision.
 Good Working knowledge of automated systems hardware and software technical functions.
 Considerable knowledge of server support
 Considerable knowledge service level agreements (SLA)
 Considerable knowledge of the principles and techniques involved in the design and development of
automated information systems.
 Considerable knowledge of vendor management
 Preparation of functional and technical specifications and development of information systems applications.
 Preparation and maintenance of effective and accurate applications documentation.
 Systematically and logically analyzing problems, developing realistic time frames and other resource
requirements,
 Analyzing results and recommending solutions.
 Communicating effectively, both orally and in writing, for the purpose of obtaining or conveying
information.
 Ability to establish and maintain effective working relationships with customers and staff.

Educational Qualification:
B.Sc. (Bachelor Computer Sciences) from Osmania University, Hyderabad, Andhra Pradesh, India in year
March 1999.

Technical Qualification:
Trainings & Certifications
2008
 Undergone Training and Passed the Certification for Microsoft Certified IT Professional (MCITP): 70-622 PRO:
Supporting and Troubleshooting Applications on a Windows Vista Client for Enterprise Support Technicians
by New Horizon Computer Learning Center
 Passed the Certification for Technical Help Desk by Brainbench.com
 Undergone Training and Passed the Certification for Microsoft Certified Technology Specialist: 70-620 Windows
Vista – Configuration by New Horizon Computer Learning Center in Jeddah, Kingdom of Saudi Arabia.

2007
 Passed the Certification for Computer Technical Support by Brainbench.com.
 Passed the Certification for CompTIA A+ (COMP001005203564) by New Horizon Computer Learning Center in
 Jeddah, Kingdom Of Saudi Arabia.
 Undergone Training for CompTIA A+ 2003 Linear Operating System Exam: 220-302 from New Horizon
Computer Learning Center in Jeddah, Kingdom of Saudi Arabia.

2006
 Undergone Training for CompTIA A+ 2003 Linear Core Hardware Exam: 220-301 from New Horizon Computer
Learning Center in Jeddah, Kingdom of Saudi Arabia.
2002
 Successfully Completed a Professional Diploma in Network - Centered Computing from National Institute of
Information Technology (NIIT) LTD Basheerbagh, Hyderabad, INDIA.

Employment Record:
A. Period : May 2005 to Till Date
Employer : Al-Falak Electronic Equipment & Supplies Co.
Company : SABIC – Shared Services, Saudi Arabia
SABIC (Saudi Basic Industries Corp) is a diversified manufacturing company, active in chemicals and
intermediates, industrial polymers, fertilizers and metals. It is the largest public company in Saudi Arabia.

 Desktop / Network Support Specialist

Hands-on tasks include:
Troubleshooting and resolving Level II & I desktop-related and Level I network problems and incidents that requires
in-person attendance, providing support as a team member for 5000+ users on both local and remote sites. user’s are
on Windows 2000 / XP multi-domain based Mixed Mode Network utilizing Request System for Trouble Ticket
Management.
 Attending, troubleshooting, and resolving assigned help desk calls and log associated activities in the help desk
system.
 Handling day-to-day network administration activities on customers’ sites
 Troubleshooting and resolving customer’s network failures, delivering on-site desktop support services within area
of responsibility requiring in-person contact with end-users.
 Coordinating with 3rd and 4th line of support for all maintenance work to be performed on desktop hardware /
software.
 Deploying desktop software on all desktop hardware in meeting security measures and complying with enterprise
infrastructure upgrades (e.g. enterprise application / network / system upgrades).
 Preparation of patch cables, termination of horizontal cables in patch panels and faceplates, Maintaining cabinets
and equipments housekeeping, Connecting network nodes to faceplates and maintain connections between patch
panels and switches.
 Escalating non-resolvable issues to higher-level technical groups for further actions following escalation procedures
and guidelines.
 Carrying out scheduled preventive maintenance in ensuring all network / desktop hardware and software are free of
errors and viruses and updating IT asset inventory database when necessary.
 Providing resources for project on-site deployment activities and coordinating with other IT Functions as needed.
 Providing initial training on the setup of desktop hardware / software for efficient use and guidance to end-users on
active day-to-day technical issues.
 Maintaining IT Assets Inventory Database (i.e. asset locations, configurations, assignments, etc.) up-to-date within
area of responsibility.
 Reporting any end-user violation of regulations or standard deviations related to hardware/software from IT
standards to higher level management officially.
 Reporting system bugs to the responsible support function or vendor.
 Building up a knowledge base for the section.
 Conducting the job according to quality and safety procedures, work instructions, operational standards, site rules,
and SLAs.

 Key Contributions & Accomplishments

  Customer Support & Satisfaction – Achieved high level of customer satisfaction throughout patient mythological
approach to problem resolution, with majority of calls resolved within companies time requirements. Turned around
tensed situations with irate customers into positive outcomes.
 Professional Development – Expanded background knowledge in windows (Vista / XP / 2000) and email (outlook
2007 / 2003 / 2000) implementations and reconfigurations. Achieved the Highest level in Exam held by
International House Dhahran which is based within the Institute of Industrial Management and Information
Technology (IIMIT), for Oxford Placement Test for English.
 System Upgrade – improved stability and performance of system and network by Migrating from Win 2K to Win
XP professional; saved and restored all customer data over the new PC, migrating existing applications and
customizing configuration settings.
 Application Implementation – Enhanced remote access through installation and configuration VPN, Remote
Desktop, PC Anyware, net meeting, Dame Ware and SMS Server 2003 Client.
 Disaster Recovery – Reversed prior history of single-drive protection by implementing use of Ghost software to
replicate image from primary to secondary hard drive. Implemented disaster recovery procedures using Ghost.
 Problem Identification and Resolution – resolved user’s inability to log into system requiring coordination for
password rests; fixed software, broadband connectivity problems. Repaired email (outlook 2007 / 2003 / 2000)
issues.
 Client Support – Met company objectives in managing over 100 support calls per day under strict time constraints
and guidelines. Given the charge for Implementing, managing and troubleshooting Special software’s & CBT for
the TQM Dept.
 Support Performance – Maintained the Affiliate’s top position for resolving trouble tickets and number of
installations completed on time.
 Systems / Data Protections – Created emergency repair disks and data recovery procedures for critical systems,
preventing loss of Data.

B. Period : Oct 02 – May 05.

Position : IT Support Technician.
Company : SCE - Jeddah, Saudi Arabia
SCE, Electrical Division (Sanai Commercial Establishment) is a contracting company with primary interest in
the construction and maintenance in Civil, Mechanical, Cathodic Protection and Heat Tracing, Electrical and
Telecommunications and Manpower Supply within the Kingdom of Saudi Arabia.
Personal Information:
Nationality : Indian.
Date of Birth : Six, September 1979.
Marital Status : Married.
Note:
References are Available on Request with Detailed Previous Work Experiences