Muhammad Nasir Email and Phone Number

• Providing technical support for information systems users, including hardware configuration and maintenance, network connectivity and troubleshooting for both local and remote users• Processed user requests via phone and email in a timely fashion. Obtained all relevant information and details from the user, documents and analyses all problems and resolved/escalated tickets accordingly• Followed up escalated tickets; and prioritized and updated status accordingly using ServiceNow• Investigated and researched new software/hardware to improve IT processes and support operations• Installed and managed Lotus Notes; later switched to Outlook.• Adhered to all company policies and procedures• Responsible for installing and troubleshooting Cisco Systems VPN client issues.• Participated in on-boarding new users after acquisition of Airtron• Troubleshoot Xerox printers and replaced toners time to time; and placed service call if needed• Activated and de-activated phone lines with Telus support• Managed phones with Airwatch Mobile Device Management (MDM).• Managed phone extensions and voicemail using Avaya and CallPilot web console.• Responsible for troubleshooting Citrix VDI issues.• Supported TCHC sites and Ainsworth locations throughout Canada via calls and tickets.• Revised all the Helpdesk documents and updated all the resolution procedures.• Backed up and restored local drive using Carbonite software for users.

• Supported 1st and 2nd level issues for approximately 60 North American locations• Troubleshooted issues with Windows OS (7, 8 & 10), Mac OS, iOS, Android• Hardware support for laptops, desktops printers and mobile devices• Installed Operating System onto PCs and laptops• Using LanDesk ticketing system, successfully closed more than 30 tickets everyday.• Created training documentation for new hires• Used DameWare application to connect to users’ computer and troubleshoot issues.• Installed applications and updates remotely on laptops and desktops using BigFix software.• Managed and remotely connected to mobile devices using XenMobile application.

• Diagnosed and Provided 1st & 2nd level user assistance and technical support for PC, laptop, LAN, mobile devices, printers, scanners, fax machine and application products, including Executive, Executive Assistant to CEO, VPs (Vice President), and Directors of different departments• Used Citrix ticketing system to manage, prioritize and escalated helpdesk tickets and support calls by implementing the proper escalation procedures in a timely manner• Responsible for support 20000 – 30000 computer and blackberry phone users.• Daily Supported users in Windows-centric environment; mainly Windows 7 and plus• Imaged laptops and desktops using Ghost imaging software• Participated in on-call rotation throughout the shifts and responded to inbound calls, in a pleasant, courteous, knowledgeable & professional manner• Supported users using Active Directory, Exchange and XenApp server.• Involved in the project of upgrading desktops and laptops in different locations throughout Canada• Responsible for installing production applications for end users and providing access• Created documentations and procedures for tickets and end-users.• Responsible for managing and updating McAfee anti-virus software.• Responsible for setting up and troubleshoot printers, scanners and fax machine

• Responsible for IT inventory and Asset management for the organization including Servers, laptops, iPads, iPhones and other accessories using Spiceworks, Mobile Iron, and Vendor Management tools, such as, Rogers portal, etc.• Supporting iOS, Android and MAC devices for 300+ users on regular basis.• Responsible for troubleshooting remotely at other corporate sites at Montreal, Vancouver, Calgary.• Worked on the project of standardizing IE 10.0 browser for the corporate users.• Successfully upgraded 300 users from MS Office 2007 to MS Office 2013.• Responsible for managing Audio/Video conferencing equipment in executive offices and board rooms.• Provide Intermediate support of VoIP • Involved in intermediate troubleshooting of Avaya System using voicemail server for all corporate sites.• Worked closely with IT Director for the compliance of ITIL (Like ITSM) best practices like setting up and writing knowledge base articles for IT Help Desk and end-users, research and analyze current infrastructure and recommend overall improvements.• Responsible for managing the ticketing system.• Involved in Active Directory setup, maintenance, backup, replication and migration.• Troubleshooting Anti-Virus issues using Symantec Anti-Virus Corporate software. Managing licenses and updating client machines.• Involved in troubleshooting of AD and files servers and decommissioning servers when required. • Responsible for maintaining Avaya voicemail servers for Toronto, Montreal and Vancouver sites. Responsible for creating technical and end-user documentation.• Used ActiveSync to setup mobile devices for Corporate Email.• Responsible for upgrading server and client hardware as required. • Responsible for managing two file servers, as well as print server.• Involved in setting up Symantec Back Exec software for backing up Domain Controllers and File Servers. • Troubleshooting basic to intermediate network, router issues, making sure the reliability of network.

• Replaced laptop and cellphone LCDs, glasses and other accessories• Imaged Android cellphones Operating System• Provided support for hardware as well as software issues over the phone• Actively listened to customer's needs and concerns and provided information on additional services• Earned solid reputation for resolving complex issues and providing exceptional customer service• Worked outside the box and went above and beyond for customers by utilizing selling skills and techniques• Efficiently handled all the inbound and outbound calls in a professional manner• Helped customers find the right phone and plan for their specific needs• Assisted users with policies and procedures for setting up conference calls, new accounts, setting up voice mail and other basic features of the plan• Worked independently on weekends providing sole support for all the products• Provided SIM card and activated it and educated them on their usage of selected plan• Provided excellent customer service daily

• Guided students through labs and assignments during class and lab session• Troubleshoot various technical problems, in terms of shared folder access• Installed and Managed Microsoft Windows Active Directory, Virtual Machines and set up private network for the domain• Customize learning programs to meet the students’ needs• Working at the front desk helping walk in students

• Provided Level 1 hardware/software support to customers, as well as staff members/employees over the phone, in person and through remote access• Greeted customers and responded to all inquiries and concerns• Configure and troubleshoot customer's equipment remotely over the phone• Created user accounts and profiles and shared folders for different users and groups• Resolved computer hardware and software issues related to printers and desktop applications• Escalate calls to next tier of support based on customer's needs• Performed diagnostics on PCs and peripheral equipment to troubleshoot problems• Installed and configured standard software for customers• Backup, restored and upgraded laptop and desktop software and/or hardware for customers• Repaired computers, cellphones, such as iPhones and Androids• Used selling techniques to identify opportunities for customers to increase revenue• Troubleshoot various types of software and hardware, including gaming consoles• Replaced the entire chassis of PCs and laptops as per needed• Cleaned computer equipment and all electronic hardware• Delivered outstanding service to customers

Approached students to support and promote water fountains over water bottles.