Muhammad Umair

Muhammad Umair
003018480594 / 03004006551 • l i n k e d i n • rana.umair@live.com
Experienced IT Help desk Engineer and Coordinator with a demonstrated history of working in the information technology and services industry.
Skilled in Data Centre Support, Troubleshooting, and Project Management. Strong information technology professional.
EDUCATION
Islamia University Bahawalpur 2004 – 2006
Bachelor in computer sciences
PROFESSIONAL EXPERIENCE
MOTIVE (Formerly Keeptruckin) As Senior IT Support Engineer
October 2019 – Present
 Installing and configuring client computer systems
 Responding to client IT support requests.
 Providing technical support on-site or via remote-access systems.
 Repairing hardware malfunctions, software issues, and networking problems.
 Implemented, managed, and troubleshot FortiGate, Sophos firewalls, IDS/IPS, and Pulse Secure VPN.
 Troubleshoot and resolve complex issues with critical infrastructure managed by the team.
 Managed and administered computer systems, including servers and applications.
 Administered Firewalls (FortiGate, Sophos) and MDMs (JAMF, Workspace One, Microsoft In-Tune
 Administered G-suite, Microsoft Azure AD, Atlassian products, Smartsheet's, Office 365, OKTA, multiple help desk ticketing systems
(Happy Fox, Jira Service Desk, Zen desk), and various softphone systems (Genesis, Ring DNA, Truly, Sales loft).
 Performed routine maintenance tasks and ensured data backups and disaster recovery procedures were in place.
 Stayed up to date with the latest trends, technologies, and best practices in the IT field.
 Assisted in setting up, installing, configuring, and maintaining computers, laptops, and peripherals.
 Research and identify solutions to software and hardware issues.
 Ensure all issues are properly logged.
 Manage relationships with third-party vendors.
 Maintain the company's IT hardware asset register, monitoring and ordering stock.
 Collaborate with global colleagues to ensure that all transferees, visitors, and new joiners integrate seamlessly .
In addition to my current role, I am performing as team lead and managing a team of six IT-skilled people. As the team lead managing a skilled team of
six IT professionals, I foster collaboration, facilitate individual growth, set clear objectives, and ensure effective project management. Through my
leadership, I strive to create a cohesive and high-performing team that consistently delivers exceptional results.
Jazz Pakistan As IT Support Engineer

January 2013 – November 2016
 Research and identify solutions to software and hardware issues.
 Installing and configuring client computer systems
 Responding to client IT support requests.
 Providing technical support on-site or via remote-access systems.
 Repairing hardware malfunctions, software issues, and networking problems
 Technical coordination and close collaboration with our Level 1, local data center, network, and advanced services teams.
 Diagnose and troubleshoot technical issues, including account setup and Official Application access through AD.
 Deploy, maintain, and troubleshoot Windows servers, domain controllers, and workstations.
 Upgrade servers, such as software, operating system, and applications.
 Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
 Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
LinkdotNet Pakistan As PC Support Specialist

June 2010 – December 2012
 Troubleshoot System hardware and software issues reported by end users.
 Resolving IT support requests from employees
 Answering employee questions regarding computer systems
 Generating sign-ins for new hires during the onboarding process
 Installing new software and hardware drivers and updating existing ones as needed
 Updating employees on the status of their service requests
 Logging all service requests and updating tickets as +needed
LinkdotNet Pakistan As Customer Support Executive
December 2007 – May 2010
 Solving customer payment-related problems and other queries
 Handle customer complaints and provide appropriate solutions and alternatives within the time. Limits.
 follow up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents.
 Follow communication procedures, guidelines, and policies.
 Take the extra mile to engage customers.
SKILLS
 Exceptional communication and networking skills

 Successful working in a team environment, as well as independently
 The ability to work under pressure and multi-task.
 The ability to follow instructions and deliver quality results.
 Strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
 Proficiency in various operating systems such as Windows, macOS, and Linux. Familiarity with their installation, configuration, and
troubleshooting
 Proficiency in common software applications, including productivity suites (Microsoft Office, G Suite), web browsers, antivirus
software, and remote desktop tools.
 Understanding of Active Directory concepts, including user and group management, permissions, and authentication. Ability to
troubleshoot Active Directory-related issues.
 Familiarity with virtualization technologies such as VMware or Hyper-V.
 Understanding of data backup and recovery strategies. Proficiency in backup software and techniques for data restoration.
 Strong interpersonal and communication skills to effectively interact with end-users, gather information about their technical issues
and provide clear instructions and solutions in a user-friendly manner.
 Ability to document technical procedures, troubleshooting steps, and solutions for future reference and knowledge sharing.
CERTIFICATIONS & TRAININGS

 Training:
 G-Suite Administration:
Experienced in G-Suite Administration, proficient in managing and optimizing the collaborative suite of
Google applications to enhance productivity and streamline workflows.
 Azure Active Directory,
Experienced in configuring and implementing single sign-on (SSO), multi-factor authentication (MFA), and
role-based access control (RBAC) policies to ensure secure and streamlined user authentication and
authorization processes.
 Google Cloud Platform
Experienced in managing and optimizing cloud-based solutions to drive organizational scalability and
efficiency.
 MCSE 2012
Windows Server 2012, demonstrating comprehensive knowledge and expertise in managing and
implementing Microsoft server technologies. Proficient in designing, deploying, and maintaining Windows
Server 2012 infrastructure, including Active Directory, Group Policy, DNS, DHCP, and File Services. Skilled
in configuring and managing advanced features such as Hyper-V virtualization, Remote Desktop Services,
and Failover Clustering for enhanced system performance and availability.
 CCNA
Proficient in configuring, troubleshooting, and maintaining Cisco network devices, including routers,
switches, and firewalls. Skilled in implementing and managing LAN/WAN networks, VLANs, routing
protocols such as OSPF and EIGRP, and network security measures.
 Languages: English & Urdu

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Muhammad Umair

003018480594 / 03004006551 • l i n k e d i n • rana.umair@live.com

Jazz Pakistan As IT Support Engineer

LinkdotNet Pakistan As PC Support Specialist

 Exceptional communication and networking skills

CERTIFICATIONS & TRAININGS

 Languages: English & Urdu

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