Hamza Rasheed Email & Phone Number

Dubai, United Arab Emirates

• Service Delivery Management:Ensured efficient delivery of IT services, consistently meeting SLAs and promptly addressing issues.Collaborated with IT teams to resolve service-related challenges.Client & Relationship.
• Provided server and network support, handling software/hardware issues and managing antivirus solutions (Kaspersky, Malwarebytes).
• Managed Office 365 and Google Workspace, including full support and troubleshooting.
• Managed cloud/local backups with Acronis and deployed servers (HP, Dell) and NAS (QNAP, Synology).
• Deployed network switches (Aruba, Cisco), access points (Ubiquiti, Meraki), and firewalls (Fortinet, SonicWall).
• Provided remote support via Bomgar and conducted onsite visits.

Islamabad, Islāmābād, Pakistan

• Successfully completed a project involving the configuration of servers, network switches, access points, and CCTV systems, ensuring efficient installation and operation by effectively managing the cabling team.
• Led a team of 5 professionals, strategically assigning tasks according to individual expertise to enhance overall productivity and project outcomes.
• Maintained seamless IT operations across the company, implementing best practices to ensure minimal downtime and swift resolution of technical issues.
• Provided comprehensive support to over 200 employees, addressing a wide range of technical issues including email, software, hardware, network, and system-related challenges, both onsite and remotely.
• Managed email services and local backup solutions, ensuring data integrity and security while coordinating with vendors for IT purchasing and service renewals to optimize resource allocation and service delivery.
• Fostered strong relationships with employees to better understand their IT needs, resulting in improved support and increased user satisfaction.

Islamabad, Islāmābād, Pakistan

• Played a key role in the maintenance of the Islamabad and Rawalpindi Metro project.
• Monitored network devices using SolarWinds NMS.
• Created tickets in OTRS upon detection of down nodes or warnings.
• Assigned tickets to field engineers and coordinated onsite visits to diagnose and resolve issues.
• Conducted case investigations and closed tickets upon resolution.
• Provided CCTV support for all 24 metro stations, ensuring continuous surveillance and security operations.