Imran Zia

IT Technical Support with over 4 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 1 & 2 level on different operating system (Microsoft/ Linux). Skilled in IT Technical support, Software as a Service (SaaS), Business Development, Customer Relationship Management (CRM), and Business Strategy. Strong information technology professional with a Bachelor's degree focused in Computer Science.

• Provided in-depth technical support to clients at a Tier 1 & 2 level, solving 99% of issues without transferring to Tier 3 support.
• Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Responsible for the installation, configuration and maintenance of desktop hardware (including desktop computers & printers) and standard desktop applications (including Microsoft applications, virus protection and network security)• Assisted various departments in maintaining network security and configured remote routers and firewalls.
• Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance.
• Created assessment reports of equipment issues and resolutions using operational data.
• On boarded and trained all incoming junior tech support specialists.
• Maximised network availability and performance by monitoring, troubleshooting, resolving outages and scheduling upgrades.
• Incident Management process based on ITIL.
• Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.•Create accounts for new users and assist login.
• Making technical document guidelines.
• Jira/Confluence Management.
• AWS server creation and monitoring.
• SQLite database administrator tasks.
• Testing, troubleshooting, and modifying information systems so that they operate effectively.
• Coordinating technology installations, upgrades, and maintenance.
• Remote Technical Support via Team Viewer.
• Request for enabling Video/ Web conferencing tools (VCT) like teams, Zoom, etc.
• System/Software Installation, Configuration & Troubleshooting.

Forman Christian College (A Chartered University)Bachelors in computer science