RIZVI AHMED
System Engineer with 3 years’ experience building and configuring systems and networks to counter potential vulnerabilities and investigate security intrusions. Improved departmental troubleshooting and monitoring processes for LAN/WAN activities, increasing overall up-time by 27%. Acknowledged for building documentation for processes/infrastructures, reducing 2 onboarding days for recruits. The knowledge and skills I have acquired through experience and education coupled with a strong sense of professionalism and an ability to pick things up quickly allows me to deliver results. Competent well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Work History
Technical Support Analyst
2 Years 9 Months- Improved customer satisfaction by providing timely and accurate technical support to endusers.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Streamlined support processes by creating comprehensive documentation for common troubleshooting scenarios.
- Decreased response times with efficient ticket management and prioritization of urgent issues.
- Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Enhanced team productivity by sharing knowledge, resources, and best practices with colleagues.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Stayed current with industry trends and emerging technology advancements to better serve client needs when troubleshooting challenges arose.
- Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
Desktop Support Engineer (Casual)
4 Years 7 Months• Address user tickets regarding hardware, software and networking.
• Walk customers through installing applications and computer peripherals.
• Ask targeted questions to diagnose problems.
• Guide users with simple, step-by-step instructions.
• Conduct remote troubleshooting.
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals
Level 2 IT Support Engineer
8 Months• Address user tickets regarding hardware, software and networking.
• Walk customers through installing applications and computer peripherals.
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Investigating faults in the network.
• Configuring firewalls, routing and switching to maximise network efficiency and security
• Partner with the security team to research and recommend secure network solutions to business problems and to prevent, detect, and investigate suspicious activity in a timely manner.
IT Contractor (level 2 Desktop Support)
5 Months• Designing, configuring, and testing networking software, computer hardware, and operating system software .
• Conferring with network users about solving existing system problems
• Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations
• Conduct basic network troubleshooting using questionnaires to find out the level of support needed
• Provided level-1/2 network support and troubleshooting to resolve issues
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe networking environment.
• Perform network systems tuning and recommend improvements.
• Investigating faults in the network.
• Configuring firewalls, routing and switching to maximise network efficiency and security
• Partner with the security team to research and recommend secure network solutions to business problems and to prevent, detect, and investigate suspicious activity in a timely manner.
• Confident on routing protocols
IT Support Officer
3 Years 5 Months● Monitor and evaluate network and data communications statistics to ensure timely upgrades and additions of hardware and software to meet growth requirements.
● Configuring firewalls, routing and switching to maximise network efficiency and security
● Troubleshooting firewall infrastructure problems
● Troubleshooting firewall related problems as reported by customers
● IP address auditing
● Configures router and updates data servers and network equipment.
● Troubleshoots network problems.
● Plan and recommend network hardware, systems management software, and design.
● Accessing and managing firewall policies via the command line interface or the Fortigate Appliance
● Request drive mapping via login script when needed from OU manager
● Add user domain account to workstation
● Create new user account
● Creating and routing of tickets related to Active Directory issues