Fahad Hossain
Riyadh
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Senior IT Support Engineer
Webuild - Group
03.2021 - Current
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Monitored systems in operation and quickly troubleshot errors.
- Connected to computer of client using remote link to install programs and applications.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Communicated with clients to verify roots and causes of computer problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Collaborated with outside departments to implement system-wide improvements.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and implemented preventive maintenance procedures.
- Assisted in development of system security protocols.
IT Support Specialist
Salini Saudi Arabia
09.2018 - 02.2021
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Managed backup and recovery of data assets to safeguard system availability.
- Updated software to safeguard against security flaws.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Answered questions and provided information to customers about new software or hardware.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Promoted efficiency among departments with prompt resolution of system issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Assisted in development of system security protocols.
IT Support Specialist
Lava Mobile Bangladesh LTD
06.2016 - 01.2018
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Managed backup and recovery of data assets to safeguard system availability.
- Updated software to safeguard against security flaws.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Monitored systems in operation and quickly troubleshot errors.
- 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.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Promoted efficiency among departments with prompt resolution of system issues.
- Researched product and issue resolution tactics to address customer concerns.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
Technical Support Representative
Flora Limited
08.2013 - 06.2016
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- 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.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Configured hardware and granted system permissions to new employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Configured hardware, devices, and software to set up work stations for employees.
- Developed and implemented preventive maintenance procedures.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
Bachelor of Science - Computer And Information Sciences
Royal University of Dhaka
Gulshan - Dhaka01.2017
High School Diploma -
Dalta College
Lakshmipur , Ramgonj06.2013
S.S.C -
Dalta Rahmania High School
Dalta, Ramgonj , Lakshmipur01.2011
Skills
- Debugging
- User Support
- Application Installations
- Technical Analysis
- Quality Assurance
- Troubleshooting Skills
- Quality Controls
- Project Management
- Hardware and Software Installation
- Project Coordination
- Technical Documentation
- Web Security
- System Configuration
- Hardware Troubleshooting
- Technical Support
- Requirements Definition
- Desktop Support
- Hardware Configuration
- Supply Management
- Customer Service
- Help Desk Support
- Device Installation
- Data Recovery
- System Maintenance
- Call Management
- System Optimization
- Delivery Management
- Incident Management
- VoIP Installation
- Technical Troubleshooting
- Service Schedule Coordination
- LAN/WAN
- Computer Diagnostics
- Application Support
- Computer System Diagnostics Software
- Hardware and Software Configuration
- Laptop Servicing
- Hardware and Software Repair
- Security Certification
- Software Patches
- MySQL
- Inventory Procedure Documentation
- Software Release and Rollout
- File Management Software
- Microsoft ASPNET
- Database Management
- Adobe Creative Cloud
- Troubleshooting Network Issues
- Highly Professional
- Teamwork and Collaboration
- Hardware Evaluations
- Support Services
- Employee Computer Support
- Hardware Upgrades
- Software Upgrades
- Service Desk Team Management
- Remote Technical Support
- Call Center Operations
- Software Evaluation
- Access Management Software
- TCP/IP
- Tracking and Documentation
- A Certification
- Microsoft Certification
- Active Listening
- Network Certification
- Problem-Solving
- Technical Issues Analysis
Languages
Bengali, English, Urdu, Hindi, Arabic
Native language
Bengali
Proficient
C2
English
Proficient
C2
Urdu
Proficient
C2
Hindi
Proficient
C2
Arabic
Advanced
C1
Timeline
Senior IT Support Engineer
Webuild - Group
03.2021 - Current
IT Support Specialist
Salini Saudi Arabia
09.2018 - 02.2021
IT Support Specialist
Lava Mobile Bangladesh LTD
06.2016 - 01.2018
Technical Support Representative
Flora Limited
08.2013 - 06.2016
Bachelor of Science - Computer And Information Sciences
Royal University of Dhaka
High School Diploma -
Dalta College
S.S.C -
Dalta Rahmania High School
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