Muhammad Tibyaan Qureshi
Liverpool,Australia
Summary
Highly skilled IT Support Technician with 2 years of experience in troubleshooting, configuring, and supporting IT systems. Proven ability to manage user accounts, provide exceptional technical support, and improve system efficiency. Highly skilled IT Technical Support Specialist with proven experience in providing high-quality technical support and troubleshooting services. Strong knowledge in network administration, system upgrades, and software installations, coupled with the ability to effectively communicate complex information to non-technical stakeholders. Previous roles have resulted in improved system performance and user satisfaction.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Support Technician
Impulse Wireless
Sydney
09.2022 - 05.2024
- Company Overview: Expertly supported and troubleshot network devices remotely via phone, video, and remote support tools
- Expertly supported and troubleshot network devices remotely via phone, video, and remote support tools
- Provided phone, video, online, and in-person customer technical support and guided end-users through the problem-solving process
- Escalated unresolved issues to the next level of support and worked closely with other team members in the office and remotely
- Managed user accounts and permissions
- Managed ticketing system
- Conducted technical inspections and feasibility studies for equipment installations
- Designed and tested technical solutions for optimized performance
- Provided technical advice and support to clients and team members on complex configurations and issues
- Managed technical projects, ensuring compliance with technical specifications and industry standards
- Documented network processes, technical support procedures, and maintenance activities
- Maintained and supported network architecture including routers and printers
- Provided user and device management through Active Directory and Office365 admin portal
- Conducted regular communication with internal and external stakeholders
- Implemented and maintained security protocols, including MFA and network filtering tools
- Expertly supported and troubleshot network devices remotely via phone, video, and remote support tools
- Achievements:
- Implemented multi-factor authentication (MFA) and network filtering protocols, reducing unauthorized access incidents by 30%
- Streamlined the ticketing system management, reducing average ticket resolution time by 20%
- Awarded 'Employee of the Month' twice for outstanding problem-solving skills and overwhelming customer service
Education
Master of Information Technology - Computer Networking
Charles Sturt University
Sydney08.2021
Bachelor of Science - Electronics Engineering
Sir Syed University of Engineering & Technology
Karachi03.2017
Skills
- TCP/IP
- DHCP
- DNS
- SNMP
- VLANs
- LAN/WAN
- VPN
- Cloud Computing (AWS)
- LAN designing and implementation
- O365
- Ticketing System Management
- User Account Management
- Hardware Support
- Network Monitoring
- Network Security
- Microsoft - Windows Server
- Load Balancing
- Cloud Networking
- Routing Protocols (RIP, EIGRP, ACL, OSPF, BGP)
- Customer Service
- Strong Communication Skills
- Attention to Detail
- Problem-Solving
- Flexible
- Leadership
- Quick Learner
- Multitasking Ability
- Team Player
- Creativity
- Interpersonal Skills
- Willingness to Learn
- Time Management
- Help Desk Support
- System Configuration
- Hardware Installation
- Application support
- Mobile Device Management
- Software Installation
- Hardware diagnostics
- Appointment Scheduling
Certification
CCNA 200-301
References
References available upon request.
Timeline
IT Support Technician
Impulse Wireless
09.2022 - 05.2024
Master of Information Technology - Computer Networking
Charles Sturt University
Bachelor of Science - Electronics Engineering
Sir Syed University of Engineering & Technology
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