Muhammad Usman

Muhammad Usman IT Support Engineer -- Dubai, UAE Skills Computer Networking Desktop Support Windows Server Administration 2008, 2012, 2016 Active Directory Administration Linux System Administration Microsoft Exchange Server Administration Office 365 (Outlook, Admin Center, Exchange Center, Sharepoint, One Drive, Teams) Backup and Recovery (Veem) Azure Active Directory Administration Remote Management Tools (Datto, Anydesk, Splashtop, Teamviewer) Virtualization ( VMWare ESXi, VMware workstation) Team Management and Training Problem Solving, Documentation, Time Management, Remote Support, Call Handling Profile Dedicated and resourceful IT Support Engineer with 18 years of American and Pakistani experience providing technical assistance and resolving user issues. Proven track record of delivering exceptional customer service, troubleshooting complex problems, and implementing effective solutions. Adept at diagnosing and resolving hardware and software issues, ensuring seamless operation of systems. Proficient in managing IT infrastructure, maintaining network integrity, and providing user training. Excellent communicator with the ability to convey technical concepts to non-technical users. Committed to ensuring optimal IT functionality and user satisfaction. Accomplishments Reduced Downtime: Implemented proactive monitoring and maintenance procedures, resulting in a 30% reduction in system downtime and ensuring seamless operations for users. Ticket Resolution: Achieved a 25% increase in firstcall resolution rate by developing comprehensive troubleshooting guides and fostering efficient communication with end-users. Vendor Management: Negotiated new service contracts with vendors, resulting in a 15% reduction in costs while maintaining high service levels and response times. Remote Support Excellence: Maintained a 95% satisfaction rate for remote support sessions by effectively communicating technical solutions to non-technical users and resolving issues promptly. Training Initiatives: Conducted regular training sessions for employees on IT best practices, resulting in a 30% decrease in user-caused technical issues and an overall increase in technology literacy. Project Management: Successfully managed a hardware refresh project, coordinating with multiple teams to replace outdated equipment, resulting in improved system performance and increased user satisfaction. Documentation Enhancement: Updated and streamlined technical documentation, leading to a 40% reduction in the time required for new team members to become fully productive. Certificates Professional Experience Cisco Certified Internetwork Expert (Service Provider) CCIE # 39060 System Engineer, Advanced Hospitality Technologies January 2005 – July 2023 | Karachi, Pakistan Provided technical Support Marriot, Days In, Sheraton, Holiday In , Best Western Hotels in USA Used Datto RMM Tool to remotely connect with Hotel’s Computers and Servers Created Users using Active Directory on Windows Server 2008 ,2012, 2016 Assigned security groups to domain users with respect to their job role and departments Used Webroot to clean viruses from Hotels Computers Administer Appriver to setup email accounts and spam filters Created email account on Microsoft Exchange Server 2013 Managed Office 365, created email accounts, reset password, setup mail forwarding , Multifactor Authentication, assigned licenses to users, created shared mail boxes , assigned members to shared mail boxes, created distribution lists Managed Azure Active Directory Setup Sophos Firewalls, Configured DNS, DHCP , created firewall rules and policies , whitelisted IP Addresses to allow remote users to connect to Hotels Network, configured WAN and LAN Interfaces , configured internet via firewalls Performed Vendor Management Called Shift 4 and Elavon Payment Gateways companies to troubleshoot credit card transactions issues Manages Oracle Opera Property Management Systems Called vendors to troubleshoot Key Making issues Configured Vlans on Cisco switches Configured Fortinet Firewalls Configured SSID on Cisco WLC Troubleshoot Guest Network Internet connectivity issues Bypassed Gaming console such as PlayStation and XBOX Mac Addresses on Mikrotic Routers so guest can get gaming consoles online Fortinet Network Security Engineer NSE4 • • • Education • Bachelors Of Computer Science, University Of Karachi January 1998 – December 2002 Karachi, Pakistan • • • • • • • • • • • • • • •