Muhammad Hamza Mir
Information Technology Support Engineer at ZF Consulting Services- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Microsoft Certified: Azure Fundamentals
MicrosoftFeb, 2023- Oct, 2024 -
Microsoft Certified: Security, Compliance, and Identity Fundamentals
MicrosoftJun, 2022- Oct, 2024
Experience
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ZF Consulting Services
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Australia
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IT Services and IT Consulting
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1 - 100 Employee
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Information Technology Support Engineer
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Mar 2020 - Present
• First point of contact for pre-existing clients and new customers ensuring their systems running on optimum performance. • Handling Level 1/2 support tickets through CRM (Microsoft Dynamics) and resolving issues as per SLA’s promised to our customers. • Responding in an empathetic and compassionate manner while delivering services or fulfilling customer’s requests. • Use of Microsoft Azure Sync tool to support and sync AD users & computers with Microsoft 365. • Resolving issues related to Active Directory, User creation & deletion, managing permission levels and access levels for new customers or pre-existing users. • Protecting devices from any potential malware or viruses through Firewalls and Mail Protection in Office Exchange. • Regular use of Microsoft Exchange for security & Outlook related client tasks. • Efficient and reliable resolution of issues related to the client’s network and software related issues. • Providing Application Support, G-Suite Support and Cloud-based database Support and Ensuring End Point Protection. • Regular follow-ups or communication with third party Vendors for satisfying client’s Hardware & Software requirements. • Research-based implementation of Networking using Routers, Switches and Servers through Putty, Sophos and other suitable means. • Providing necessary training or knowledge to customers to use current or newly introduced technologies or devices. • Learning new skillsets by an escalation of issues that are currently out of my approach and through closely studying resolutions. • Use of Hyper-V or other platforms for cloud drives expansions and related tasks fulfilment. • Constantly improvement in current processes and looking for reliable resolution methods of ticket resolution.
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Productiv
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Israel
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Business Consulting and Services
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Information Technology Support Engineer
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Sep 2019 - Mar 2020
The first point of contact for customers on call to seek a support for system regarding issues. • Maintaining composure while delivering services to customers and deploying system applications on client’s machines. • Part of a Managed IT team providing MSA support for LAN, WAN and Wireless network-based Clients. • Using Microsoft Dynamics as a basic CRM tool to assist clients as per their needs, creating cases, attaching email tasks, logging phone calls and external letters or receipts adopting as required by case nature. • Setting up workstations for Clients as per their needs with different in-house or Cloud based software and Applications. • Following formal procedures for Asset Management, Problem-Solving, Print Management and Troubleshooting networking issues. • Remotely handling firewall rules on Sophos Xg and providing access to different web resources through Sophos Central and Sophos Xg Firewall. • Ensuring security through Geo-Ip, Enforcing Restrictive policies, Flood Protection or Isolating Zones in Sophos Xg Firewall. • Securing devices, machines and networks from Malware, Spear phishing or corrupt files through installation End point Protection on each device. • Distribution of subscriptions, managing permission levels and creating/removing users on Office 365 through AD & Azure Sync tool. • Providing remote support through Kaseya Agents and resolving issues on client’s network, machines and cloud-based software. • Sharing resources, procedures and information within teams and externally through different secured platforms like Microsoft Teams, IT Glue and other useful resources. • Assisting users to overcome the issues on their machines, applications and network. • Using Active Directory to grant access levels to different users and changing permission levels for them to access Network shared drives or sub-folders. • Handling 3cx phone systems for multiple clients and performing configuration as per client requirements.
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Brighton College
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Canada
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Higher Education
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1 - 100 Employee
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Information Technology Intern
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Jul 2019 - Sep 2019
Responsibilities: • An Active Team Member for problem-Solving, task allocations, ticket escalations. • Follow Basic ITIL process for Asset Management, Problem-Solving, Print Management and Troubleshooting. • Distribution of subscriptions and creating users on Office 365. • Maintaining and creating sites on Share Point through Office 365. • Detail use and utilizing Microsoft Teams for communication and sharing resources between staff and students. • Providing assistance and solutions to users of the online portal for issues in login, access and configuration of accounts. • Working on Active Directory in order to create, maintain and provide access to different generic login account for users. • Working through Local Server to facilitate hardware/software requirements of business and up-gradation of system features.
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IT & Customer Support Officer
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Feb 2017 - Jul 2019
- Fulfilling computer networking requirements of the business inclusive of maintenance and up-gradation of hardware and software facilities. - Procurement of good and services through set patterns of online help such as different simulcast bidding platforms and globally available platforms. - Day to day database update through the company’s inventory management software. - Responding to customer queries, questions and concerns regarding the products and associated services. - Developing highly empathetic customer relationships to deliver long-lasting partnerships. - Constant improvement in customer experience through expert conflict management and resolution.
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IT Liason Officer
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Jun 2018 - Feb 2019
- Follow Basic ITIL process for problem-solving and task allocation purposes. - Providing assistance and solutions to customers through emerging technologies with innovations recommended by other members of the technical team. - Working directly with clients and team in the complete lifecycle of project management and task allocations. - Voluntarily participate in project sale and delivery biased work process in order to gain maximum client satisfaction. - Follow Basic ITIL process for problem-solving and task allocation purposes. - Providing assistance and solutions to customers through emerging technologies with innovations recommended by other members of the technical team. - Working directly with clients and team in the complete lifecycle of project management and task allocations. - Voluntarily participate in project sale and delivery biased work process in order to gain maximum client satisfaction.
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IT Consultant
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May 2014 - Jul 2016
- Implementation of inventory and vendor management systems for efficient procurement. - Devised and implemented technical processes to achieve ISO 9001 certification. - Creation of data fixes, stored procedures, triggers and interfaces using SQL. - Designed custom modules, such as Work Order, Export Documentation, Inventory automation. - Attended Canton Annual Trading fair (Guangzhou,China) and worked with partner firms in China to assure quality products for the long-term business relationship.
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Warid Telecom
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Pakistan
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Telecommunications
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700 & Above Employee
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HR Intern & Helpdesk Support
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Aug 2013 - Nov 2013
- Handled employee and customer queries over the HR Helpdesk Query Management system. - Managed the Internship process for the central region and handled intern inductions. - Carried out a research project for the Internship program and provided improvements in the Warid Induction and Exit Management processes. - Handled employee and customer queries over the HR Helpdesk Query Management system. - Managed the Internship process for the central region and handled intern inductions. - Carried out a research project for the Internship program and provided improvements in the Warid Induction and Exit Management processes.
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Education
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2016 - 2018
Charles Sturt University
Masters of information technology, Information Technology -
2010 - 2014
Lahore School Of Economics
Bachelor of Business Administration B.B.A. (hons), Marketing -
2008 - 2010
Forman Christian College (A Chartered University)
Intermediate, Business/Commerce, General -
1996 - 2008
Cathedral School System
Matriculation, Computer Science
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