Muhammad Talha Khan Email & Phone Number

Dubai, United Arab Emirates

- Successfully resolved over 2,000 tickets, achieving a resolution rate exceeding 98% in alignment with customer SLAs.- Leveraged the BMC ITSM platform to promptly update the status of incidents and work orders, providing appropriate updates to end users.- Effectively addressed and resolved user tickets related to hardware, software, and networking issues.- Managed more than 30 clinics and temporary vaccination sites concurrently, coordinating with a team of three engineers across… Show more - Successfully resolved over 2,000 tickets, achieving a resolution rate exceeding 98% in alignment with customer SLAs.- Leveraged the BMC ITSM platform to promptly update the status of incidents and work orders, providing appropriate updates to end users.- Effectively addressed and resolved user tickets related to hardware, software, and networking issues.- Managed more than 30 clinics and temporary vaccination sites concurrently, coordinating with a team of three engineers across the emirate of Sharjah.- Oversaw the administration and maintenance of all desktops, laptops, and end-user hardware.- Asked targeted questions to diagnose user problems effectively.- Provided remote guidance to users through simple, step-by-step instructions.- Followed up with clients to ensure their systems were fully operational.- Timely updated IT asset and software inventory records.- Collaborated with other IT personnel to deliver optimal user and customer support.- Ensured that end users’ computing devices were updated with the latest software and operating systems in accordance with organizational policies.- Advised end users on IT policies, ensuring the utilization of all recommended and approved technologies.- Provided first-level support for IP phones, network issues, and printers and scanners.- Created operating system images for use as needed.- Escalated issues to vendors promptly.- Authored and updated knowledge base articles to document recurring issues, which resulted in a 15% improvement in resolution time.- Assisted in establishing more than five sites from inception in Sharjah and Dubai, configuring all end-user hardware and peripherals.- Was awarded a certificate for for assisting senior management in ensuring that The Joint Commission (JCI) auditors carried out audits for all clinics in Sharjah smoothly and successfully. Show less

Dubai, United Arab Emirates

- Configured, tested, and deployed computers for 65 newly hired employees.- Designed and developed an innovative real estate platform utilizing Adobe XD, VueJS, NodeJS, ReactJS, Google Firebase, and Google Maps.- Diagnosed and resolved technical issues for employees quickly, achieving a nearly 100% productivity rate.- Provided remote support for hardware, including keyboards, hard drives, desktops, laptops, and printers.- Redesigned and developed the company website using… Show more - Configured, tested, and deployed computers for 65 newly hired employees.- Designed and developed an innovative real estate platform utilizing Adobe XD, VueJS, NodeJS, ReactJS, Google Firebase, and Google Maps.- Diagnosed and resolved technical issues for employees quickly, achieving a nearly 100% productivity rate.- Provided remote support for hardware, including keyboards, hard drives, desktops, laptops, and printers.- Redesigned and developed the company website using WordPress CMS and CSS3.- Communicated and resolved issues with web hosting representatives during server failures to maintain close to 100% uptime for the company website.- Conducted Search Engine Optimization (SEO), updated and troubleshot website plugins, and backed up website data. Show less

- Ensured uninterrupted services, organized and scheduled upgrades and maintenance forworkstations- Set up over 100 computer workstations, including peripheral devices- Regularly inspected computer systems and resolved technical issues with a success rate exceeding 90% in accordance with agreed SLAs.- Identified equipment shortages and placed orders for additional supplies.- Managed support tickets by evaluating issues, determining root causes, and collaborating with… Show more - Ensured uninterrupted services, organized and scheduled upgrades and maintenance forworkstations- Set up over 100 computer workstations, including peripheral devices- Regularly inspected computer systems and resolved technical issues with a success rate exceeding 90% in accordance with agreed SLAs.- Identified equipment shortages and placed orders for additional supplies.- Managed support tickets by evaluating issues, determining root causes, and collaborating with internal technical support to achieve nearly 100% problem resolution. Show less

Sharjah, United Arab Emirates

- Developed and designed websites using JavaScript, jQuery, HTML5 and CSS3- Designed and developed a “Color Game” project for a client using HTML5, CSS3 and JavaScript- Attended workshops of HTML5, CSS3, JavaScript and jQuery