Rizwan Balkhi (Itil) Email & Phone Number

Tauranga, Bay Of Plenty, New Zealand

. IT resource for Tauranga and remote sites. Administration and management of Client devices and Services.Installation and deployment of approved client software and applications.Assistance for IT related Work.Administration of accounts,o365.Provide Ad-hoc customer training

Auckland, New Zealand

•Leveraged ticket tracking system to prioritize, track and document problem resolutions and notify customers of issue status.•Provide front line technical Support (on site and remote) for Multiple Companies.•Provide support for Outlook, One Drive, SharePoint, Excel, Skype, Lync, Internet explorer, Cloud Telephony services, managed hardware and network communications, with proper diagnosis and resolution of the hardware and software issues.•Configuring, Deploying Desktops/Laptop and Mobile Devices.•Collaborated with vendors to locate replacement components and resolve advanced problems.•Office 365 administration and Support, setting up AD accounts, AD RBCA access, network shared drives, printers and granting permissions to appropriate user.•Removed malware and other threats from laptops and desktop systems.

Auckland, New Zealand

New Zealand

Auckland, New Zealand

• Provide End User’s with a high level of Customer Service throughout all communications such as initial contact• Incident/Service Request detection and recording via adherence to the Service Desk Script and Call Logging procedure• Provide 1st/ 2nd level support for the investigation and resolution of all reported and registered Incidents and Service Requests• All possible attempts should be made to resolve all resolvable Incidents and Service Requests using personal technical knowledge, knowledge base articles, procedures and scripted questions. • Escalation of reported and registered Incidents/Service Requests to 2nd level Resolver Groups where appropriate• Escalation and management of Incidents referred to 3rd party service providers• Provide continual end user contact as per the Fujitsu Incident Management Procedure, so as to manage the end user’s expectations and requirements through to Incident/Service Request resolution• Ensure achievement of the Customer Contractual Service Level Targets for all Incidents and Service Requests.• Incident/Service Request closure upon the resolution of an Incident or Service Request via the defined process. • Carry out other duties as may be specified from time to time by the Team Leader.

Designing & Delivering lectures and tutorials for:- IT (Server and Network)

-Receive and record technical and/or application support calls from end users.-Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.-Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.-Provide initial assessment of urgency and business impact on all support calls.-Manage service requests, software installations, new computer setups, upgrades, etc.-Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.-Support the following technologies: Microsoft Office 2007,2010 products – Outlook, Word, Excel, Access, Internet Explorer, Windows XP,8 desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.-Ability to work independently and in a team environment.-Coordinate CRM Project’s Business As Usual Support with Pfizer & Global SFA vendor teams.-IT Asset Management and facilitated in IT logistics support.-Provide support to business users and deliver necessary support for client side deployments.-Involved in CRM implementation support in Pfizer’s local & regional markets. -Follow up with market teams to resolve L1/L2 SFA and end users related issues.-Create and review technical documentation such as procedural, instructional and SOP manuals, technical reports and specifications -Draft clear and concise Root cause analysis (RCA) report. Prepare necessary documentation and arrange user’s trainings-Document and track case histories, issues, and actionable steps taken using ITIL based Support Management System.-Design customize reports and responsible for patch deployments.

•Provide Tier 1 support to customers. •Provide troubleshooting and technical support via phone, web based tool, email and on site visit. •Advise customers regarding the product's proper use•Track all customer engagements in CRM system. Keep accurate detailed notes of customer communications and steps taken to resolve customer issues.•During problem escalations, act as a liaison between customers and Tier 2 support. •To facilitate customers during installations.

•Responsible for administrative/technical support operations in high volume.•Hardware System Support (Entry Level Server and Medium Level server)•Manage assigned support incidents and maintain up-to-date status with the helpdesk. •Provide/Issue project implementation documents as per customer requirements. •To investigate, deliver restorations and produce solutions against customer service requests. • To investigate complex technical problems, troubleshoot systems that are in operation & apply Analytical skills and technical knowledge to solve systems problems of moderate to high complexity •To escalate unresolved issues to tier 2 or 3 support those require more in-depth knowledge in a timely manner. • To create reproducible test cases, when necessary, for customer reported issues•System & Network Administration•OS Support and Installation•Troubleshooting (Windows)

- Coordinate with customers and provide assistance to customers on phone at site as well. - Provide technical support to Customers and End users for Desktop,Laptop issues- Maintain equipments and perform upgrades as when required. - Assist sales and marketing teams in pre and post sales and ensure quality of services for same. - Train and assist engineer. - Determine client requirement and execute all wireless projects for clients. - Monitor efficient installation of product at customer site and ensure efficiency of various engineering work.- Knowledge of, and hands-on practical experience with Windows Operating Systems (to server level), server, desktop and laptop hardware, as well as printers and other peripherals.- Knowledge of LAN or WAN Networking, and applications such as MS Office, Outlook / Exchange, and Citrix

•Architected and managed Active directory of 50 + node network.•Manage Proxy Server.•Manage and Troubleshooting of LAN.•Smoothly running all the software running on in MIS/Call enter/Billing/Accounts departments.•Trouble shooting of Hardware / Network.•Manage external vendor’s services.•Providing assistance in IT Budget and procurement.•Issuance of PTCL Concern Letters to PTCL Liaison field officers.•Providing Clients/Technical information to other departments as per demand.

Bs, Computer Science

Education record