Muhammad Irfan Email and Phone Number

Resolve technical incidents with experience, available documentation, and tools.Racking up the servers.Reimaged laptops.Oversee IT infrastructure and respond to urgent technical issues.Skilled in using Windows 10 features such as Cortana, Edge, and Task Manager.Responsible for creating and editing documents, spreadsheets, presentations, and emails. Optimizing system performance. Working on the companywide sheet to refresh the progress tracker.Responded to all incoming contacts (phone/email/online) regarding a multitude of technical issues.Resolved customer issues by researching company policies and procedures for a wide range of topics.Responded to emails and phone calls from customers regarding billing, account information, and general inquiries.

Troubleshoot, and resolved technical issues via phone, reducing the need for on-site visits and increasing efficiency.Managed high-volume call queues prioritizing and resolving issues to meet service level agreements (SLAs).Used troubleshooting skills to solve technical issues resulting 25% reduction in escalation to senior teams.Resolved 95% of technical support tickets within SLA timeframes resulting in a high customer satisfaction rating.Proficient in using Mac OS High Sierra, Catalina.Troubleshot and resolved common mobile device issues such as connectivity and app crashes.Proactively followed up with customers to ensure issues were fully resolved and satisfaction was achieved.Documented customer interactions and resolutions in the ticketing system.Setting up and Configuring Mac devices laptops desktops.Troubleshot and resolved Mac issues such as software compatibility and network connectivity.Helped users with password resets, account lockouts, and permissions required for groups/users via Active Directory.