Rezwan Bashir Email & Phone Number

Birmingham, England, United Kingdom

Being in the Technical Customer Escalation team consists of maintaining the running of the fleet of devices on the NatWest contract comprising of 1500 print devices. This entailed monitoring the helpdesk application and resolving break fixes logged within SLA timeframe. The role also consisted of; • Providing 1st/2nd line technical support.• Being a point of contact and knowledge base for print technical queries.• Taking calls from customers requiring support.• Ensuring… Show more Being in the Technical Customer Escalation team consists of maintaining the running of the fleet of devices on the NatWest contract comprising of 1500 print devices. This entailed monitoring the helpdesk application and resolving break fixes logged within SLA timeframe. The role also consisted of; • Providing 1st/2nd line technical support.• Being a point of contact and knowledge base for print technical queries.• Taking calls from customers requiring support.• Ensuring all technical logged calls are completed within the contracted service levels.• Monitoring the helpdesk system and resolving break fix calls.• Responsible for continually updating job notes and customer documentation.• Learning and understanding the print solution (Equitrac and VPSX).• Taking ownership of an issue up to the point of resolution or escalation.• Creating and managing print user accounts.• Configuring/installing both software and hardware print components.• Perform maintenance and repairs on printers.• Assisting in projects moves and device relocation.• Providing user training where required.• Performing software upgrades and providing out of hours support when required.• Assist in device moves and site surveys.• Following helpdesk procedures and policies. Show less

Birmingham, England, United Kingdom

Being a Docucare Associate, I was responsible for maintaining over 300 print devices on the NatWest contract for the Brindley Place campus. This included; replenishment of consumables, resolving break fixes within agreed SLA, ordering & managing stock, training staff. Other duties included;• Carrying out regular preventative maintenance checks and first level repairs on client machines.• Proactively resolving and escalating faults when required. • Taking calls from customers… Show more Being a Docucare Associate, I was responsible for maintaining over 300 print devices on the NatWest contract for the Brindley Place campus. This included; replenishment of consumables, resolving break fixes within agreed SLA, ordering & managing stock, training staff. Other duties included;• Carrying out regular preventative maintenance checks and first level repairs on client machines.• Proactively resolving and escalating faults when required. • Taking calls from customers requiring support.• Ensuring that the Service Level Agreements (SLA) are always adhered to.• Ordering and replenish consumables when required.• Carried-out hardware upgrades on parts. • Maintaining a log of all activities including on-site parts inventory. • Ensuring all devices are clean and operational by floor walking.• Escalating faults in accordance with agreed procedures.• Followed helpdesk procedures and policies.• Assisted teams in project device moves. Show less

Birmingham, England, United Kingdom

Working at City Nites, I was first point of contact for IT related issues. Along with the IT team members we ensured the running of the company network and logged and resolved problems as and when they arrive at the IT helpdesk. I also maintained the company’s website. My duties at City Nites also included;• Act as the first point of contact for IT issues for staff and in-house guests.• Resolved IT related issues at helpdesk, face to face or via telephone.• Logged all problems… Show more Working at City Nites, I was first point of contact for IT related issues. Along with the IT team members we ensured the running of the company network and logged and resolved problems as and when they arrive at the IT helpdesk. I also maintained the company’s website. My duties at City Nites also included;• Act as the first point of contact for IT issues for staff and in-house guests.• Resolved IT related issues at helpdesk, face to face or via telephone.• Logged all problems raised; fixing them or passing them on to other IT staff as appropriate.• Provided IT support for offsite employees.• Recorded all IT support request problems and solutions.• Test, repair and maintain all equipment (workstations, printers, VoIP phones).• Installed and configure new equipment and upgrade systems.• Assisted in the day to day running of in-house network infrastructure and server.• Trained employees on new systems and software applications.• Liaised with 3rd party companies to resolve issues.• Setup mobile devices and tablets (emails, network). • Monitored cloud-based storage system.• Provided helpdesk support with VoIP phone system.• Supported employees with peripherals use (printers, scanners).• Backup email and important documents.• Carried out basic website programming (HTML/CSS).• Altered website content.• Managed and develop PPC / AdWords campaigns. • Managed link building campaigns.• Monitored website health (Google Webmaster Tool & Google Analytics). Show less

Cradley Heath, England, United Kingdom

Working at City Nites, I was first point of contact for IT related issues. Along with the IT team members we ensured the running of the company network and logged and resolved problems as and when they arrive at the IT helpdesk. I also maintained the company’s website. My duties at City Nites also included;• Act as the first point of contact for IT issues for staff and in-house guests.• Resolved IT related issues at helpdesk, face to face or via telephone.• Logged all problems… Show more Working at City Nites, I was first point of contact for IT related issues. Along with the IT team members we ensured the running of the company network and logged and resolved problems as and when they arrive at the IT helpdesk. I also maintained the company’s website. My duties at City Nites also included;• Act as the first point of contact for IT issues for staff and in-house guests.• Resolved IT related issues at helpdesk, face to face or via telephone.• Logged all problems raised; fixing them or passing them on to other IT staff as appropriate.• Provided IT support for offsite employees.• Recorded all IT support request problems and solutions.• Test, repair and maintain all equipment (workstations, printers, VoIP phones).• Installed and configure new equipment and upgrade systems.• Assisted in the day to day running of in-house network infrastructure and server.• Trained employees on new systems and software applications.• Liaised with 3rd party companies to resolve issues.• Setup mobile devices and tablets (emails, network). • Monitored cloud-based storage system.• Provided helpdesk support with VoIP phone system.• Supported employees with peripherals use (printers, scanners).• Backup email and important documents.• Carried out basic website programming (HTML/CSS).• Altered website content.• Managed and develop PPC / AdWords campaigns. • Managed link building campaigns.• Monitored website health (Google Webmaster Tool & Google Analytics). Show less

2.1, Computer Science

Education record