TAYYAB JAMIL

• Translated complex technical issues into digestible language for non-technical users.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Managed high levels of call flow
• Used ticketing systems to manage and process support actions and requests.
• Documented support interactions for future reference.
• Monitored systems in operation and quickly troubleshot errors.
• Promoted efficiency among departments with prompt resolution of system issues.
• Used Manage Engine for Software deployment and management of IT equipment
• Provisioned and configured IP Phones
• Configured and installed IT gear such as PC's, Laptops, WIFI phones, Tablets and iPad's
• Communication/ Data rooms installation and monitoring
• Configured and installed Fortigate firewalls and Fortinet switches
• HIKVission CCTV cameras installation and monitoring
• IMONNIT temperature sensors configuration, installation and monitoring

Managed VM Workstation for provisioning of IOS devices

• Troubleshooting and resolving technical problems, documenting ticket actions and resolutions
• Providing support to the customers and solving queries in case of data breach
• Anticipating system alerts and incidents such as outages and system failures
• Checking logs (radius) and tests results to find root cause of problem
• Testing Network connectivity and configuration as per requirement
• Troubleshooting VPN connection, investigating internal network faults, configuring residential and business grade routers, switches, access points etc
• Identification of provisioning difficulties and facilitate proposed resolution to the customer in accordance with national procedures and action using core systems and processes
• Answer incoming support calls and provide resolution within SLA using our call logging system
• Provision accounts and access in line with security and approval processes
• Application installation, upgrade, configuration, and support while helping customer over the phone or via Remote desktop support
• Securely logging on to customer's devices and educate them, when required
• Actively Monitoring and responding to Service Requests, Change Requests, Held Orders, and access Seeker updates
• Escalate customer complaints in accordance with the Aussie Broadband policy and procedures
• Comply with health and safety, privacy principles and legislations

• Familiar with configuration of Layer 2/3 devices, VMWare
• Technical Support
• Configured, managed and troubleshot VoIP and multi-media distributed systems
• Understanding of DNS and webserver
• Familiar with TCP/IP, DNS, DHCP, VLAN, and layer 2/3 routing protocols such as STP, OSPF and EIGRP
• IP Configurations
• Switch, Firewall and Router configuration and maintenance
• Local and Remote Desktop PC configuration and support
• Coordinating with clients and vendors regarding technical queries
• Virtualization of servers and computers
• Hands on experience with Microsoft Office 365 platforms such as Microsoft Exchange, PowerPoint, OneDrive
• Formation of quotations for the clients
• Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components
• Collaborated with customers to define systems engineering technical specifications and design parameters
• Maintained regular communications with external stakeholders, improving overall uptime
• Maintained computer systems, installed and upgraded new systems
• Resolved conflicting design and system requirements during new equipment installation
• Monitored technical integrity of assigned work orders and deliverables
• Created system design models and specifications to support system programmers and development teams
• Implemented networking and server changes to meet client budgets and needs
• Conducted end-user reviews for modified and new systems
• Suggested system updates or changes after conduct in-depth technical reviews
• Completed software updates and assessed security patches for optimized computer use
• Maintained stability, integrity and efficient operation of information systems supporting organizational functions
• Researched software and systems products to determine purchase recommendations.

• Performed network modeling and analysis
• Monitored overall network performance
• Worked closely with network administrators and server engineers to deliver quality service
• Identified poor quality lines and underutilized circuits.