Hissham Syed Muzzammil

Maintain Active Directory User Creation, GPO and assigning their policies.
• Administering Active Directory, File Share Permission, etc.
• Manage Server, Computers, printers, cables and other equipment.
• Configure Network Printers and Printer sharing.
• Managing file server, configuring Disk quotas.
• Installing and maintaining various ERP software used in the company.
• Configure Network Printers and Printer sharing.

• Established and supported wireless LAN controllers and access points to provide wireless solutions with streamlined hardware.
• Network Administration: Set up, configured, and maintained routers and switches for network connectivity, security, and optimal performance.
• Firewall Management: Effectively administered Sophos Firewall, handling setup, rule creation, policy implementation, and continuous monitoring. Ensured robust network security and seamless data traffic management.

• Acting as a SPOC for the Customer (NETFLIX USERS) to provide the status update whenever a major incident occurs.
• Opening a Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved.
• Ensuring the Major incident is resolved within the SLAs agreed with the Customer.
• Perform Alert and Major Incident analysis (through coordinating with problem Management process).
• End to end understand if incident life cycle - Challenges, different priorities handling skills. Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
• Ensure all the resolution procedures are updated in the knowledge database/ Work log

• Managed user accounts for improved network security.
• Reduced system downtime with regular maintenance and updates.
• Tailored IT solutions for individual client needs, resulting in higher customer satisfaction.
• Liaised with vendors to manage equipment purchases, resulting in cost-savings for the company.
• Provided efficient customer service to users, boosting satisfaction levels.
• Performed routine checks on computer systems maintaining their optimal functioning.
• Ensured adherence to IT policies and procedures, promoting a secure working environment.
• Streamlined technical support process by troubleshooting and resolving hardware and software issues.
• Troubleshot and repaired hardware problems for improved system performance.
• Provided expert technical support to staff, resolving complex issues swiftly.
• Administered user accounts with Active Directory Management Console, ensuring high levels of security.
• Adhered strictly to company's IT policies whilst handling sensitive data, promoting a secure environment.

• Strong communication skills, including the ability to be influential and persuasive with managers.
• Review team performance metrics as prepared by Performance Analyst and Quality Assurance Specialist.
• Prepare team evaluation report with assistance from the Performance Analyst for submission to Supervisor.
• Sets benchmarks and targets for team members to achieve.
• Conducts process improvement meetings to recap the week's activities and to offer courses of action for unresolved issues.
• Training new team members.
• Work on process improvements and standardization in conjunction with the functional leaders.
• Actively participate in creating Knowledge Base Articles and Self-Help Articles.

• Delivering service to every customer coming at the ITS Walk-up.
• Providing Hardware and Application Support. Asset management and tracking of hardware and software.
• Installing and configuring firm-standard images on laptops & desktops.
• Providing after-hours emergency support on a rotational basis as outlined by ITS service level agreements.
• Support and training for Audio/Video Conference equipment throughout the office. This would include various projection equipment, Daily check and event startup and support of Video Conference Systems (Television/Cable systems).
• Assisted infrastructure teams (LAN, WAN, Telephony) where local hands on activities are required.
• Troubleshooting Microsoft Office (Outlook, Word, Excel, Power Point), Lync, Windows and MAC operating systems, mobile device hardware and software, networking, video conferencing, Audio/Video, Telephony equipment, Active Directory.
• Knowledge and understanding of all relevant industry standards.
• Strong communication skills, including the ability to be influential and persuasive with managers

• Resolved customer queries to increase loyalty and trust.
• Communicated effectively, improving brand image and reputation.
• Streamlined support processes to boost efficiency and productivity.
• Delivered timely solutions with in-depth product knowledge.
• Providing Technical Support to Web Based Applications for products related to Scientific and Academic Research(Web of Science, Web of Science Core Collection, JCR) and Life Sciences (Thomson Reuters Cortellis) used by professionals, researchers and scientists. Supporting North Americas and Emea region.
• Providing Technical Support to Desktop and Web Based Applications for Researcher Solutions (EndNote, Reference Manager) used by authors to submit their papers to journals. Support all the regions (Global Support with majority of the customer base in North Americas).
• First point of contact for internal as well as external customers.
• Provide accurate and timely responses and resolutions to customers.
• Act as a bridge (liaison) between internal teams like Product Management/Web Support/Web Services/Entitlements/ Research Analytics/Account Owners/Publisher Relations/Editorials/Data Corrections/etc.
• Monitoring Application Status and immediately reporting issues (if any) to the concerned teams.
• Verifying in QA environment for the issues replicated in Production environment.
• Identify bugs and create/update them in internal tools.
• Analyze customer trends and focus on their requirements.
• Sending Enhancement Requests and Bug Reports to Product Management.
• Updating product Knowledgebase before the launch of new releases.
• Usage of Sales force CRM (SFDC) tool to interact with customers.
• Following internal procedures and quality guidelines.
• Customer Service Incident management: For all the bugs and product down-times submitted incident management reports between the technology team and the leadership team to keep the board in loop about the happenings of the system. Diligently worked towards keeping the incident management mailbox up to date with professional multi-disciplinary information understandable across locations across the globe.

• Handled high volume calls to address customer inquiries and concerns.
• Completed customer orders with speed and accuracy.
• Delivered services to customer locations within target timeframes.
• Applied positive customer service approach to increase satisfaction levels.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Resolution Exert (RE) : Managing and training new hires in the Nesting period. Reviewing the work of the new hires and providing real time feedback. Providing support on product knowledge, tools and other on boarding concerns. Part of the team of RE is which certified new hires to be independent of support.
• Technical and Resolution Expert :Provide email and voice support to the customers in a timely manner. Responding to the customer in the agreed TAT. Achieving daily targets and completing the assigned task in the given time period. Highest score of PTR and CSAT within the first month of joining.