Fahad Ahmed

Network & IT Support Engineer with 2+ years of experience delivering Tier 1/Tier 2 technical support, LAN/WAN administration, and network troubleshooting across healthcare and government environments. Proven track record of sustaining 99%+ network uptime for 200+ end users through IP addressing, VLAN segmentation, DHCP/DNS management, and firewall policy enforcement. Skilled in Active Directory administration, Windows Server support, and SLA-driven incident resolution.

Cisco Networking

Academy certified in Networking, Cybersecurity, and IT Support.

Network & IT Support Engineer at Riphah International Hospital (2026-03 – Present)

• Administer LAN/WAN infrastructure for 200+ end users across hospital departments, sustaining 99%+ network uptime.
• Configure IP addressing, subnetting, VLANs, and DHCP scopes to optimize network performance and segmentation.
• Enforce network security policies via Sangfor NGF, implementing ACLs and traffic filtering to reduce risk exposure.
• Administer Active Directory (user accounts, group assignments, GPOs) to enforce role-based access control.
• Deliver Tier 1/2 remote and on-site technical support, resolving hardware, software, and network faults within SLA targets.
• Diagnose and resolve connectivity issues using ping, tracert, nslookup, and ipconfig, minimizing network downtime.
• Document incidents and configuration changes in ticketing systems, maintaining accurate IT asset records.

IT Support Specialist at Directorate of Health Services – CDA/MCI (2023-12 – 2025-12)

• Delivered Tier 1 IT support to 150+ government staff, resolving desktop, connectivity, and application issues on-site and remotely.
• Installed and configured Windows 10/11, MS Office Suite, and department-specific software across workstations.
• Diagnosed LAN, internet, and wireless connectivity faults at the physical, data link, and network layers.
• Managed Active Directory accounts, including password resets, access provisioning, and account lockout resolution.
• Configured Outlook email clients, verifying SMTP/IMAP settings and MX record resolution for reliable mailbox access.
• Maintained IT asset inventory and coordinated equipment procurement, reducing hardware-related downtime.
• Tracked and escalated tickets in IT systems, maintaining SLA compliance for incident response and resolution.

Customer Support Representative at Ufone PTML (2023-08 – 2023-11)

• Resolved 60+ daily inbound calls, prioritizing first-call resolution to improve customer satisfaction.
• Logged and tracked service requests via CRM systems, ensuring accurate case history and follow-up.
• Coordinated with operations and delivery teams to resolve order issues and ensure timely service fulfillment.
• Identified recurring service issues and submitted structured feedback to team leads to improve processes.

Bachelor of Computer Science in BS-CS – Preston University (2022 – 2026)