RIZVI AHMED

• 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.

• 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

• 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.

• 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

● 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