Haidar Nawab
IT Support Engineer / Junior System Administrator
Al Mubarraz
Summary
Dynamic and results-driven IT Support Engineer and Junior System Administrator with over 3 years of proven success supporting Office 365 environments, Windows OS platforms, Active Directory management, and IT infrastructure operations across 45+ branch locations. Skilled in diagnosing and resolving hardware, software, and network issues with expertise in DNS, DHCP, VPN setup, and file server permission management.
Proficient in providing end-user technical support, remote troubleshooting (VNC, PuTTY, AnyDesk), and system deployment in fast-paced environments. Experienced in administering Azure Portal resources and basic VMware vSphere/ESXi environments, ensuring high system uptime and secure IT operations.
Recognized for delivering 95% first-time resolution rates, reducing user-reported issues by 25%, and maintaining business continuity through proactive IT procedures. Currently expanding cloud and DevOps capabilities by advancing skills in Azure Administration (AZ-104), Docker containerization, and Kubernetes orchestration.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
Work History
IT Support Engineer
Allied Bank
Swat
05.2021 - 07.2024
- Delivered remote IT support to 45+ branch locations, achieving a 95% first-time issue resolution rate using VNC Server, PuTTY, and HyperTerminal, improving overall network uptime.
- Administered Office 365 and Azure Portal tasks, including user provisioning, license allocation, and access control management.
- Handled Active Directory operations, such as domain join/rejoin, system quarantine resolution, and Outlook PST backup management for users with mailbox size limitations.
- Managed file server permissions and ensured secure shared drive access across multiple departments, enhancing data security.
- Provided end-to-end support for LAN/WAN networks, configured routers, switches, Wi-Fi access points, and network printers.
- Developed and implemented IT support procedures, reducing user-reported issues by 25%, leading to improved branch operational efficiency.
- Coordinated Cisco video conferencing systems for weekly cross-branch and headquarters meetings, enhancing internal communication flow.
Customer Service & Technical Support Officer
PTCL
Lahore
01.2016 - 06.2016
- Provided L1 technical support for internet and landline connectivity issues, assisting customers with modem/router configurations and service troubleshooting.
- Resolved 90% of technical inquiries within the target call handling time, resulting in a 15% improvement in customer satisfaction ratings.
- Guided customers through setup and optimization of internet services, ensuring smooth onboarding and usage experience.
- Improved issue resolution efficiency by 25% through development of targeted troubleshooting scripts and internal documentation.
- Delivered excellent service support while maintaining KPIs (Key Performance Indicators) for call quality and resolution speed.
Education
Bachelor of Science - Computer Science
University of Malakand
Chakdara 09.2011 - 12.2015
High School Diploma -
Govt Degree College
Mingora 01.2009 - 07.2011
Skills
Technical Support (Remote & Onsite)
Office 365 Administration
Active Directory & User Management
Help Desk Support & Ticketing Systems (Freshdesk, SLA Management)
Remote Desktop Support (VNC, AnyDesk, TeamViewer)
Software Installation and Troubleshooting
Windows OS & Windows Server 2016 Administration
DNS, DHCP Configuration and Troubleshooting
LAN/WAN Network Support & VPN Setup
File Server & Shared Drive Permissions Management
Azure Portal (Basic Administration)
VMware vSphere / ESXi (Basic Administration)
Accomplishments
- Achieved a 30% reduction in system downtime across 45+ branch locations at Allied Bank by implementing proactive IT support strategies.
- Delivered 95% first-time resolution rate for technical support tickets, enhancing user satisfaction and maintaining SLA compliance.
- Improved customer call resolution efficiency by 25% at PTCL by streamlining troubleshooting procedures and technical support documentation.
- Assisted in deploying and maintaining Azure and VMware environments, supporting the transition toward hybrid cloud infrastructure.
Languages
- Urdu, Fluent
- English, Advance
- Chinese, Intermediate
- Arabic, Beginner
Certifications
- Azure Administrator (AZ-104) – Self-Learning (In Progress, expected 2025)
- Docker & Kubernetes Fundamentals – Self-Learning (In Progress, expected 2025)
- CompTIA A+ (In Progress, expected 2025)
- VMware vSphere ESXi and vCenter Administration – Udemy, 2024
- Microsoft Server 2016 Administration – Udemy, 2023
- IT Help Desk Professional – Udemy, 2023
- CCNA (Routing & Switching) – Corvit Systems, 2015
Reference
References available upon request.
Timeline
IT Support Engineer
Allied Bank
05.2021 - 07.2024
Customer Service & Technical Support Officer
PTCL
01.2016 - 06.2016
Bachelor of Science - Computer Science
University of Malakand
09.2011 - 12.2015
High School Diploma -
Govt Degree College
01.2009 - 07.2011
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