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PROFILE: An IT Professional with a diverse and solid background and a focus on systems stability and
performance. Enterprise level networking, hardware, services and security coupled with a lifetime of
customer service. I work well both alone and as part of a team. I love to learn, and am always seeking
knowledge and new challenges. I am known as a motivated, proactive self-starter. Enjoys complex, and
multi faceted assignments, where pulling together a collaborative pool of skills is essential. Fosters a lively
and professional work environment and values commitment to excellence, innovation, and customer
service. My greatest strength is my ability to walk into a new environment and be functional immediately.

To acquire a Helpdesk, Desktop, and/or Network Support role that afford me the opportunity to bring my
technical expertise, problem solving skills and willingness to learn to make an organisation successful.

01/08 – 02/09 M.Sc. Business Information Technology
Middlesex University, London, UK, July 2009
Dissertation: Knowledge Management

09/03 – 06/06 B.Sc. Computer Science & Mathematics

University Of Toronto, Ontario, Canada, June 2006

• Multilingual: Can speak English, Spanish, Urdu, Hindi, and Punjabi.
• High-energy achiever who thrives on challenges and quickly adapts to change.
• Ability to lead, communicate effectively and work co-operatively as a member of a team, or
independently as indicated.
• Strong interpersonal skills. Very strong communication skills, both written and verbal.
• Superior time management and organizational skills. Do have ITIL Experience.
• Responsible and quick learner with the ability to work well under pressure and meet
• Eager to take on new challenges.
• Committed to teamwork in terms of taking extra hours and covering shifts.
• Excellent customer service skills in providing end user support.
• Knowledgeable of networking theories and best practices.
• Experienced with networking hardware and configurations.
• Exceptional ability to diagnose and troubleshoot hardware/software problems.
• Experience in configuring and troubleshooting printers, scanners, biometric, and other
imaging devices;

• Operating Systems: DOS, Unix, Windows 95/ 98/ ME/ NT 4.0/ 2000/ XP/ 2003/
2008/ Vista;
• Hardware skills: Experience in PC (desktop & laptop) upgrades, configuration,
maintenance, troubleshooting, and repairs.
• Microsoft Office (Outlook, Word, Excel, Access, PowerPoint, etc.);
• Applications: Internet Explorer, Fire fox, Anti-Virus Software, Chrome, Opera,
Netscape, Outlook, Outlook Express/Windows Mail, Antivirus programs, remote
desktop tools including PC Anywhere and Radmin, imaging soft wares including
Norton Ghost, Adobe/Macromedia, VNC, Blackberry and Window Mobile devices,
ISA Server 2000, 2004, and 2006, Disaster Recovery, Remedy ticketing tool, SMS
(Systems Management Server), VMware, IBM Sametime , IIS, Firewalls, and
Exchange Server 2003 and 2007;
• Protocols: NetBEUI, TCP/IP, UDP, FTP, Apple Talk, RDP, VOIP, RIP, IGRP,
• Databases: SQL Server and MS Access; Active Directory Configuration;
• Web Development: FrontPage, Dream weaver, HTML/CSS, Flash. Extensive
site management experience. Some PHP, some JavaScript.
• Programming Languages: C++, Java (OOP), Python;
• Experience in basic and advanced configuration of Cisco routers and switches;

10/09 – 02/09 Easy Move Estates Ltd, Leyton, London

Network Engineer (Temporary)
• Temporary work to establish a small LAN for a Real Estate firm, consisting of a
Windows 2003 Domain Controller, Exchange Server 2003, Proxy Server, File Server,
four workstations and two printers;
• Installed Domain Controller, added users, and assigned specific permissions;
• Configured Proxy Server, DNS, Outlook, and Printers;
• Added Windows XP clients to the domain and made sure that they were able to
access the allowed LAN resources such as files, e-mails, other clients, and Printers;
• I’m contacted sometimes if they require my assistance;
06/06 – 01/08 AOS (Accountancy Outsourcing Services), Lahore, Pakistan
Network Support Engineer (Full-Time)
• Worked in a Network department team consisting of four personnel;
• Provided support of a network consisted of 9 servers and 150 workstations
including domain controller, DHCP, DNS, File, Exchange, and ISA Server;
• Deployed and resolved client’s computer issues in a timely fashion such as password,
email, connectivity, software, and hardware issues;
• Took ghost images of critical Servers and restored them in an event of failure. FTP
Site creation / maintenance. Creating and managing outlook profiles;
• Managed Internet and LAN access through ISA 2006. Configured AD users, groups,
Group policies and Wireless network;
• On-site and off-site Technical support for Windows NT, 2000, XP, 2003, Vista, and
all MS Office suite applications and also remote desktop support;
• Responsible for weekly backup plans for maintaining all network devices
maintenance records;
• Monitored core infrastructures on a regular basis by using several monitoring tools;
• Maintained a Fileserver and assigned different access permissions to different teams;

07/04 – 05/06 IBM Canada Global Services, Toronto ON, Canada

Technical Analyst (Help Desk 1st Level) (Full-Time)
• Provided technical support to IBM clients in timely fashion to meet SLA
requirements. Earned solid reputation for resolving complex issues and providing
exception customer service. ACD experience using Avaya phones;
• Provided support over the phone for basic windows, account lockout / password,
VPN, mainframe, printers, MS office Suite issues, blackberry configuration;
• Responsible for registering all calls in IBM Tivoli ticketing tool. If the problem was
not resolved, escalated it to 2nd level. Used Lotus Notes as a email client;
• Account management for domain, Entrust, VPN, Citrix Terminal Server;
• Find out accurate solutions of client's problems by meeting pre-defined quality
• Took Team Leader responsibilities twice a week. Escalated issues as needed and
maintained communication with customer and Technical Teams;
• Responsible for troubleshooting internal network connectivity and updating web
• Technical support case management and practices for call handling and escalation;
• Regarded as having an excellent technical ability from both supervisor and co-workers;

03/03 – 09/03 I.T Non-Profit Organizations, Broadview Toronto, ON, Canada

Volunteer Work (PC Repair Technician)
• Fixed computers which were then donated to non-profit organizations;
• Installed operating system including Windows 95, 98, XP, 2000 and other
• Installed hardware components;
• Responsible for trouble shooting and debugging minor program bugs;
01/02 – 01/03 Wiz Communications Glendale, New York, N.Y., USA
Technical Support Internship
• Worked alongside the Senior Network Administrator, Responsible for delivering
support through email and desk-side visits;
• Provided network support consisting of 5 servers and 25 workstations;
• Provided software and hardware break service requests;

• MCP (Microsoft Certified Professional), NT 4.0, 2000
• MCSE (Microsoft Certified Systems Engineer), NT 4.0, 2000
• MCSE 2003, 2008 Up-to-date knowledge and hands-on
• CCNA (ICND1) Training in progress


Nationality: Pakistani
Driving License: UK Full/Clean
Health: Excellent; non-smoker
Visa: PSW (Post Study Work permit)
Availability: Immediately

INTERESTS: Going to gym, outdoor sports, and watching action movies

REFERENCES: Available upon request.