Muhammad Tanveer Email & Phone Number

Riyadh, Saudi Arabia

Responsibilities • Good experience on ITSM Tools, Manage Engine (5years) and Service-Now (4 years) and Applications support (5 years)• Handling Major Incidents, • Provide end-to-end users support remotely, ranging from identifying problems to troubleshooting and debugging.• Experience for Active Directory Printers, Network, Hardware, Software, Network Support• Act as the Lead for first point of contact for the end users seeking technical support through the ITSM, phone, email or voice message - L1 Support• Managing Tickets, Service Request and IT Asset Management clearance as per Task in ITSM template• Support for MS Office Applications & ERP, VPN, company Internal Applications. • IT Asset Management Support• Provide insights, tools and processes to establish Level 0 (self-help) resources.• Educate End Users to drive more self-service and preventive measures.• Supporting 8 members of Technical staff• Troubleshooting & Installation ( Using LMI & MS Team, Skype)• Making IT Service desk Daily Reports for the IT Management (SL %)• Making daily reports for the IT management • Backup for IT Team Lead • ITIL got certificate from Simplilearn

Riyadh, Saudi Arabia

Responsibilities1. Help Desk • Serve as the first point of contact for customers seeking technical assistance over the phone or email (Level 1)• Maintain IT Toll Free (Call Center) and Manage Engine (Ticketing System)• Creating and follow up• Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine the best solution based on the issue and details provided by customers• Walk the customer through the problem-solving process• Direct unresolved issues to the next level of support personnel• Provide accurate information on IT products or services• Record events and problems and their resolution in logs • Follow-up and update customer status and information• Pass on any feedback or suggestions by customers to the appropriate internal team• Identify and suggest possible improvements on procedures• Support to the Regional & International IT support Teams for technical help2. IT Support • Installing and configuring computer hardware, software, systems, network printers and scanners, mobile devices, CCTV Applications, Punching devices installation. • Data Backup and transfer from laptops • Support to VVIP conferencing & meetings • End User Support• Email Outlook, Gmail, MS Office• Windows and Apple OS Support• Monitoring and maintaining computer systems• Responding in a timely manner to service issues and requests• Providing technical support across the company (this may be in person or over the phone)• Repairing and replacing equipment as necessary• Testing new technology• Asset Management 3. Managerial Skills• Monitoring the Performance of the Regional IT support teams as well• Interview, Training & duty schedules for the new staff, and review KPI of existing team• Support to New project implementation for company business• ITIL V4 Foundation (Studying)

Head Office (Lahore)

Responsibilities• To lead the IT-Compliance Section in SNGPL mainly dealing with CC&B (Customer Care & Billing) application across 13 regions having worth of 4.8 Million consumers. To review a monthly report prepared with the team against findings and observations and present to the management. 1. IT-Store Stock (Capital & Revenue Items, Repaired & under repair items) according to the policies and procedures of IT Store.2. Help Desk (Head Office)To check Call Logging, Call Escalation, Hardware support, repairs and warranty claim, Movement/Re-Assignment/ Assignment of hardware to end user and IT support for special events and management meetings according to the IT/MIS Manual updated.3. Networks. (Head Office)To verify User Management Policy, Information Security Policy, E-mail Account Administration, Internet access, Network setup, IP service level agreement, VPN Access Authorization Wireless Access Authorization, Data Centre Access, Disaster Recovery Policy etc.Prepare a monthly log status• To Updating the policies and procedures of IT/MIS Department Manual

Bs(Cs) Hons, Computer Sciences, B

Bachelor Of Arts - Ba, English Language And Literature, General