Muhammad Asif Ismail

Frontline Support Technician at Impos Point of Sale
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Contact Information
us****@****om
(386) 825-5501
Location
Perth, Western Australia, Australia, AU
Languages
  • English -
  • URDU -

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Credentials

  • Cyber Security Challenge
    Australian Government
    Oct, 2018
    - Sep, 2024
  • Microsoft Specialist: EDA Windows 7
    Microsoft
    Jan, 2015
    - Sep, 2024
  • MCSA
    Microsoft
    Apr, 2012
    - Sep, 2024
  • MCITP
    Microsoft
    Jan, 2011
    - Sep, 2024
  • MCTS
    Microsoft
    Dec, 2010
    - Sep, 2024

Experience

  • Impos Point of Sale
    • Australia
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Frontline Support Technician
      • Jul 2023 - Present

      • Provide 1st level issue resolution and troubleshooting for end users and remote users. • Manage incoming service requests via the CRM Tool and provide high quality and conscientious support • Document all troubleshooting and resolution details on the CRM Tool • Communicate to users the progress of enquiries and requests from receipt to closure • Follow Escalation Matrix Protocols on Large User Impact Issues to the appropriate support teams • Troubleshoot Client Remote Desktop Performance Issues • Troubleshoot printing system which includes configuration in print server. Print queue or back office print settings. • Access client’s terminal via Labtech, installation of Agents in client’s PC remotely. • Set-up, deploy and maintain end user hardware and software including: • First Level Telephony Support, including VM, Pin Resets & Name Changes Show less

  • SoftXperts
    • United Kingdom
    • Desktop Technician
      • Feb 2021 - Mar 2023

      • Receiving and documenting requests for support (ServiceNow). • Deciding on the most suitable ways of providing aid. • Configuring new desktops, routers, modems, and similar devices. • Performing routine inspections and upkeep of existing installations. • Provided troubleshooting assistance in person and over the telephone to users. • Receiving and documenting requests for support (ServiceNow). • Deciding on the most suitable ways of providing aid. • Configuring new desktops, routers, modems, and similar devices. • Performing routine inspections and upkeep of existing installations. • Provided troubleshooting assistance in person and over the telephone to users.

  • Source Central Partners
    • Australia
    • Information Technology & Services
    • 1 - 100 Employee
    • Level 1 Helpdesk
      • Mar 2020 - May 2020

      • Assisted both Corporate and Education based customers remotely from Head Office. • Provided first level troubleshooting steps for a wide range of issues. • Logging tickets with user detail and all details surrounding their issue on ConnectWise. • Following documented procedure guidelines to resolve an issue for standard tasks. • Following up on any outstanding tickets with clients. • Assisted both Corporate and Education based customers remotely from Head Office. • Provided first level troubleshooting steps for a wide range of issues. • Logging tickets with user detail and all details surrounding their issue on ConnectWise. • Following documented procedure guidelines to resolve an issue for standard tasks. • Following up on any outstanding tickets with clients.

  • Mega Engineering International
    • United Kingdom
    • Construction
    • System Administrator
      • Aug 2007 - Oct 2011

      • User supervision • Maintained Windows Systems • Verified that peripherals were working properly • Troubleshooting Hardware and software, Repair and Update if needed • Monitored system performance • Created and maintained file systems regularly • User supervision • Maintained Windows Systems • Verified that peripherals were working properly • Troubleshooting Hardware and software, Repair and Update if needed • Monitored system performance • Created and maintained file systems regularly

Education

  • Melbourne Polytechnic
    Bachelor's degree, Information Technology
    2015 - 2018
  • Imperial College of Australia
    Advance Diploma of Information Technology, Network Security
    2013 - 2014
  • Imperial College of Australia
    Diploma of Information Technology, Networking
    2012 - 2013

Community

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