Muhammad Zubairullah

­Success-driven, results-focused, and adaptable IT professional skilled in computer systems, troubleshooting, managing support staff and providing exceptional customer service.

IT Support WOLT

• Create and manage technical documentation for other JSS members.
• Research and develop knowledge base articles for IT support skills on LinkedIn.
• Supported and maintained effective relationships with other members.
• Strong knowledge of client and server systems using Active Directory and Domain Controllers. 
• Tracing and reviewing important account information in Office 365.
• Migration of computers/ Laptops/ Printers/ Scanners/ peripheral troubleshooting.
• knowledge of Anti-Virus Clients, Internet proxy, patch management etc.
• Troubleshooting of email clients MS Exchange.
• Troubleshooting of Operating Systems (MS-XP, MS-Win 7, 8 &10.
• Manage incidents/ service requests assigned to them till resolution/ execution.
• Handle end-user escalation effectively and involve DSS lead accordingly.
• Route assign tickets to the appropriate support group.
• Identifying and escalating high, high severity issues.
• Updating pending tickets with timely, precise, and accurate updates.
• Follow up with end users, if necessary, for closure of pending tickets.
• Following up with support groups, if necessary, for closure of pending tickets.
• Creating and uploading knowledge articles.
• Provide support to ISG projects and ensure all assigned project deliverables are completed as per schedule.
• Provide support to power users locally and remotely and resolve all issues on high priority.
• Desktop Support. Understanding of Microsoft XP, Win7- 1&2, MS office 2007-10 support, MS exchange.
• 1st-line and 2nd-line support on applications, MS outlook configuration, troubleshooting, housekeeping and admin, network troubleshooting, IP, DHCP, DNS 1st and 2nd line, cabling, patching, blackberry and iPhone user support, desktop imaging, familiarity with ghost, printer troubleshooting, remote access.

• Good experience in the core End User services domain.
• Understand requirements on the vision and roadmap on End-user space.
• Design, deploy and manage end-user computing environment.
• Work with Third Party Vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Provide support for Mac operating system, and Apple pc users.
• Install, upgrade, support and troubleshoot for printers, and computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, and printers.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Broad experience in IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

• Diploma in Computer Science
• Corsera IT Support Specialist 
• CompTIA A+ PC Pro / TestOut Platform
• Help Desk Support Technical Skills V1.0
• Help Desk Ticketing Systems V1.0 / Jobskillshare Platform