Muhammad Mujahid

IT professional with hands on experience delivering technical support to users in fast-paced environments. Skilled in installing, configuring, and troubleshooting Windows operating systems, computers, laptops, and printers. Strong ability to quickly diagnose issues, collaborate with teams, and ensure timely resolution while consistently exceeding client expectations with reliable, high-quality support.

Desktop Support Engineer | Systems Logics

Nov 2021 - Feb 2022

• Provided technical support via phone, emails, and remote tools (TeamViewer, Anydesk), resolving 50+ weekly computer and software issues while ensuring high customer satisfaction.
• Supported MFA and login troubleshooting, resolving authentication issues for end users and ensuring secure access to business applications.
• Processed new user onboarding by configuring user profiles, and deploying laptops through standardized procedures.
• Executed user off boarding by terminating accounts and retrieving assigned IT assets in compliance.
• Provided peripheral support for printers, scanners, and other devices, including driver installations and troubleshooting connectivity issues.
• Diagnosed and resolved wired and wireless network connectivity problems; assisted network administrators in deploying CISCO IP phones and access points.
• Maintained accurate inventory of IT hardware and software licenses, ensuring compliance and efficient resource allocation.
• Documented all incidents and resolutions in the ticketing system, improving knowledge base and reducing repeat issues.

Aug 2012 - Mar 2014

• Managed and resolved IT Helpdesk tickets via Remedy, maintaining a 95% SLA compliance rate.
• Escalated critical incidents to cross functional teams, reducing resolution time for high-priority issues.
• Delivered technical support for internal and external users, ensuring 99% system uptime across Windows-based environments.
• Performed network troubleshooting, restoring connectivity and minimizing downtime.
• Configured and maintained network peripherals, video conferencing system (Polycom), and IP phones (CISCO, Mitel) to enhance communication efficiency.
• Installed, configured, and troubleshot Windows XP and Windows 7 in a domain-based enterprise environment supporting 100+ users.
• Configured and troubleshot Microsoft Outlook for e-mail.

Bachelor of Computer Science and Information Technology

NED University of Engineering and Technology, Pakistan