Muhammad Shoaib

Results-oriented IT Support Specialist with 5+ years of experience in Tier 1/2 helpdesk operations, hardware and software troubleshooting, network configuration, and end-user training. Proven ability to manage 25+ workstations, resolve 30+ support tickets per week, and maintain 99% system uptime in fast-paced educational environments. Skilled in Windows OS administration, LAN/WAN setup, Active Directory user management, and Microsoft Office Suite support.

Strong communicator with a track record of delivering reliable, user-focused IT services across educational and freelance settings.

IT Instructor & IT Support Specialist - College of International Skills Development - Pakistan

(2024-02 - 2026-05)

Deliver IT support and instruction to 30+ students and 15+ faculty members covering hardware, software, and network troubleshooting.

• Resolve an average of 25–30 Tier 1/2 helpdesk tickets per week, maintaining a resolution rate of 95%+ within SLA targets.
• Configure and maintain 20+ classroom computers, projectors, and networking equipment ensuring 99% daily operational uptime.
• Troubleshoot Windows OS (7/10/11) issues, MS Office Suite errors, internet connectivity failures, and printer/peripheral faults.
• Document all support requests, resolutions, and recurring issues to build a structured IT knowledge base for the department.
• Conduct end-user training sessions on Microsoft Office, internet safety, and digital literacy for non-technical staff.

IT Instructor & Computer Lab In-Charge - Riphah International College, Hafizabad - Pakistan

(2019-03 - 2024-01)

Managed and maintained a computer lab of 25+ Windows-based workstations, ensuring 100% availability during academic hours.

• Provided daily Tier 1/2 IT support for 200+ staff and students, resolving hardware (CPU, RAM, HDD, peripherals) and software faults.
• Performed OS installations, antivirus deployment, software updates, and system imaging across all 25+ lab machines.
• Configured LAN network, managed IP addressing, DNS, and DHCP settings; resolved Wi-Fi and connectivity issues for the campus.
• Set up and maintained printers, scanners, and projectors; coordinated warranty repairs and vendor escalations.
• Taught Web Development (HTML, CSS, JavaScript, PHP) and Database (SQL, MySQL) courses for one full academic year each.
• Supervised and mentored 5+ final-year student project teams through requirements analysis, development, testing, and documentation.
• Conducted MS Office and computer literacy training sessions for 100+ students and non-technical staff members.
• Maintained data backups and performed data recovery for 10+ staff systems throughout the year.

Freelance IT & Digital Services Specialist - Fiverr - International (Remote)

(2020 - 2025)

Completed 50+ freelance projects in SEO, digital marketing, WordPress development, and remote IT support for international clients.

• Assisted clients with website setup, email configuration, domain/hosting management, and WordPress troubleshooting remotely.
• Optimized 15+ client websites for search engines using on-page SEO best practices and Google Analytics.
• Maintained a 5-star rating on Fiverr through consistent delivery, clear communication, and meeting project deadlines.

Bachelor of Science in Information Technology - Information Technology - University of the Punjab (2014 - 2018)

F.Sc. Pre-Engineering - Pre-Engineering - B.I.S.E. Gujranwala (2012 - 2014)

Matriculation – Science - Science - B.I.S.E. Gujranwala (2009 - 2011)