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.
• 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.

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

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.

• 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

- 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..

• 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.

Bs, Computer Science

Education record