Muhammad Bashir Khan Email & Phone Number

Saudi Arabia

IT Service Desk Team Lead at ICD (member of the Islamic Development Bank (IsDB) Group) through SBM.

Al-Khobar Governorate, Saudi Arabia

• Managed a team of 5 System Engineers responsible for supporting and troubleshooting almost 900 Computers in Mobily Offices and Call Center in Eastern Region. • Provide senior level technical support to local /remote Mobily VIP users. • Monitor and follow “Remedy” assigned incidences with the Team to maintain and avoid SLA breach. • Participated in customer conference call for escalated issues to provide faster resolution. • Coordinate customer contact activities with various internal departments with resolving issues. • Conducted bi-weekly team meeting to discuss relevant topics and other issues. • Testing of new software / update patches for Windows and MS Office releases. • Automated the daily reporting of the department. • Train new engineers on “Mobily” software applications, and customer support practice. • Lead teams for system upgrades and insure assigned tasks are completed by each team member in timely manner includes offices / call center computer hardware / software Health check task. • Responsible for resolving a wide range of system failures and issues, troubleshooting software, hardware, and network problems. • Managed incoming support and SLAs through Helpdesk system and create report for manamgent.

Al Khobar

• Performing troubleshooting on assigned tickets and resolving IT infrastructure problems within SLA Onsite and remotely with Maximo and Remedy (Incidence management program) more than 500 users for all Mobily Outlets and offices (Rashid Tower, Sumo building, Tunami tower, Mulhim Tower ) in Al Khobar and Al Ahssa with excellent communication skills and services. • Support and troubleshooting activities including remote management, scripting, calls from users, other teams, and external parties (via Service Desk), with updates and resolutions within service levels defined.• Diagnosing and troubleshooting computer hardware, network and software systems such as Windows XP, Windows 7, Windows 10 Join and troubleshoot domain related issue, configuring Microsoft outlook and troubleshooting Mail Problems with PST file repair, backup and restore. • Providing support, troubleshoot and upgrade for latest HP /Lenovo desktops and laptops. • Maintained SCCM client troubleshooting skills on the Windows 7 and Windows 10 platforms.• Installation and imaging operating systems such as Windows XP /Win 7, & Win 10 and their latest update/patches. • Installation and configuration Symantec Endpoint Protection and NAC. • Configuration, troubleshooting and sharing HP local and network all in one MFP/ LaserJet printers, scanners and E-contract devices. • Installation and Troubleshooting for Mobily Sibil and MBI software’s. • Troubleshoot and resolve network and internet issues. Collaborate with Network & Security administrators to ensure efficient operation of the company’s data and voice network.• Ensure the end-user environment is protected against viruses, spam and spyware through the protection software.

Al Khobar

• Assembling and disassembling of desktops, and servers.• Installation and configuration of server and client based windows operating systems • Hardware and software for computer laptops.• Installation and troubleshooting of various windows client based applications.• Providing hardware and software support, installation and managing of local and networkPrinters, emails etc. for company’s clients.,• Providing support for windows based servers, troubleshooting exchange server, maintain ISA server, configuration of proxy servers, backup of database servers, assigning share and groups permission, internet connection sharing, maintaining backups andrestores as per company’s client policies.• Implementing and providing wired and wireless solutions to company’s clients.• Configuration and implementation of ADL and wireless routers, providing secure wireless communication.• Providing ADSL solutions to clients.PROJECTS DONE: While working in Global Network System have provided network, hardware, software, client and server support build and upgrade network infrastructure in big and famous companies schools and government hospitals like, Schlumberger, Suedrohrbau, Al-FanarCompany, Dar-Engineering, Saudi Lucy, Al-Osais, MGA trading, Fugro-Suhaimi, ARDTCO, National lighting, Jubail Technical Institute, Jubail Industrial collage, Jubail royal commission schools, National Guard hospital (Al-Hasa), And lots of local companies currently providing them Network and Hardware support.

Bachelor'S Degree(Computer Science), Computer Science

Activities and Societies: Cricket.

Education record

Activities and Societies: Cricket, football.