Muhammad Awais
Khobar, Eastern Province,04
Summary
IT Support Engineer with a robust 5+ years of experience in remote and hybrid support roles, dedicated to providing top-tier technical solutions and optimizing system performance for diverse user needs.
Expert in diagnosing and resolving hardware and software issues, performing network troubleshooting, and implementing IT best practices to improve workflow efficiency. Adept at using remote management tools and support software to resolve issues swiftly, fostering a smooth and secure digital experience for users. A dependable and resourceful problem-solver with a commitment to maintaining high standards in both security and service.
Overview
6
6
years of professional experience
Work History
IT Support Engineer
Taswia Debt Collection Company
09.2024 - Current
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Used ticketing systems to manage and process support actions and requests.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
IT SUPPORT ENGINEER
Shiny Stone For Contracting
05.2023 - 08.2024
- Carried out new hardware installations and updates, keeping systems functional and secure
- Installed new software for users and monitored version and patch update requirements
- Troubleshot network issues and provided rapid solutions to limit downtime
- Answered user questions about hardware and software operation to help resolve problems
- Configured routers, switches, and firewalls to deploy and support LAN, WAN, and wireless networks
- Prepared equipment for staff use, installing cables, operating systems, and software
- Established and troubleshot network and data communications systems
- Established and supported wireless LAN controllers and access points to provide wireless solutions with streamlined hardware
- Diagnosed and quickly resolved a wide range of Windows, Mac, or Linux operating system applications and networking problems
- Provided help desk remote and telephone support to clients.
IT MANAGER
MOTORWAY EXPRESS
10.2018 - 04.2023
- Upgrade hardware and software regularly for optimised system performance
- Managed a team of IT support technicians, developing workflows and processes
- Trained IT support staff to manage inquiries from end-users with first-call resolution
- Installed new technologies without disrupting workflow
- Recommended upgraded technologies to meet evolving business requirements
- Oversaw the execution of IT projects from inception to execution
- Directed the installation and configuration of computer hardware, operating systems, and applications
- Led IT support for 1st, 2nd, and 3rd line hardware and software issues
- Oversaw administration, including job scheduling, user account management, and infrastructure replacement.
Education
Bachelor of Science - Software Engineering
COMSATS University Islamabad, Abbottabad Campus
Abbottabad, Pakistan07.2018
Skills
- Active Directory
- Networking
- Vmware
- Remote access technology
- Office 365
- Network troubleshooting
- Hardware support
- Application support
- Troubleshooting network issues
- Network configuration
- Firewalls and endpoint security
- Skilled in TCP/IP and WAN
- Application installations
- Hardware diagnosis
- Software diagnosis
- Fluent in English
- Fluent in Urdu
- Intermediate in Arabic
- Fluent in Hindi
- Jira
- Windows O/S
- DNS
- Troubleshooting proficiency
- Remote Desktop Support
- Help Desk Support
- Email Administration
- Operating systems
- Ticket support system management
- Remote Support
- Microsoft Outlook
- Technical Troubleshooting
- User credential management
Languages
Urdu
Native language
English
Proficient
C2
References
References available upon request.
Timeline
IT Support Engineer
Taswia Debt Collection Company
09.2024 - Current
IT SUPPORT ENGINEER
Shiny Stone For Contracting
05.2023 - 08.2024
IT MANAGER
MOTORWAY EXPRESS
10.2018 - 04.2023
Bachelor of Science - Software Engineering
COMSATS University Islamabad, Abbottabad Campus
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