Experience
May 2015 - September 2020
Technical Support / IT System Administrator Shaqra University.
Swat District 19130
+923100096979
fazalaminkhan@gmail.com
linkedin.com/in/fazal-amin-613b3a52
Summary
IT Help Desk / Technical Support Engineer
Specialist with 15+ years of hands-on experience
delivering technical support, managing IT
operations, and supporting users with a variety of
technical issues. Skilled in aligning end-user
needs with long-term resolutions to complex IT
challenges. Conduct troubleshooting to resolve
IT-related and Network issues for 2000+
employees and users in the company.
Consistently meet call handling goals by closing
an average of 50 calls per day with an 80% first
call resolution ratio and close complaint ticket.
Skilled in working under pressure and adapting to
new situations and challenges to best enhance
the organizational brand. Organized and
motivated employee eager to apply time
management and organizational skills in various
environments.
 Configured and maintained system hardware, software and
network components.
 Monitored system performance to ensure optimal operations and
identified potential issues.
 Installed, tested and evaluated new systems, applications and
patches.
 Created user accounts and managed access rights for users.
 Troubleshot application errors and provided technical support to
end-users.
 Performed regular backups of critical data and documents.
 Implemented security measures such as firewalls, antivirus
programs.
 Analyzed system logs to identify suspicious activities or anomalies.
 Provided guidance on best practices related to system
administration procedures.
 Deployed operating systems upgrades and security patching in
accordance with IT policies.
 Maintained inventory of hardware assets including servers, laptops,
and desktops.
 Collaborated with other teams to develop solutions for various
projects.
 Assisted in the development of disaster recovery plans for different
systems and networks.
 Set up user accounts, permissions and passwords and defined
network policies and procedures.
 Determined and alleviated hardware, software and network issues.
 Set up, optimized and managed network equipment.
 Oversaw storage management, data migration, backups and drive
replacements.
 Monitored application and print servers, rapidly responding to
faults and malfunctions.
 Managed network-related projects from concept to
implementation.
 Managed day-to-day storage equipment administration to promote
optimal system asset application.
 Installed and maintained firewalls to secure on-site and cloud-
based hardware against unwanted intrusions.
 Installed security software to protect networks.
 Promoted continuous improvement for IT governance processes.
 October 2011 - March 2015
Skills Technical Support / IT System Administrator ALKHALEEJ TRAINING &
EDUCATION

 Supported, configured, maintained and upgraded customer

networks and in-house servers.
 Set up, optimized and managed network equipment.
 System Administrator
 Oversaw storage management, data migration, backups and drive
 Windows
 Microsoft Office replacements.
 Monitored application and print servers, rapidly responding to
 Project Planning
faults and malfunctions.
 Technical solution development
 Delivered reliable support for server-class systems.
 Technical specifications
 Managed network-related projects from concept to
 Help Desk Software
 Project Management implementation.
 Installed and maintained firewalls to secure on-site and cloud-
 Equipment management
 Network Administration based hardware against unwanted intrusions.
 Diagnosed, troubleshot and resolved hardware and system
 Device configuration
problems.
 Technical Support
 Performed data backups and disaster recovery operations.
 Server Management
 Monitored network performance to determine adjustments
 Email Administration
needed.
 User Management
 Provided effective resolutions to issues and escalated problems
 Remote Access
 Technical Troubleshooting with knowledgeable support and quality service.
 Installed security software to protect networks.
 Hardware Installation
 Designed, configured and tested computer hardware and
 Network Security
 New Technology Integration operating system software.
 Kept flexible schedule and resolved after-hours and weekend
 Network Firewall Management
emergencies quickly and accurately.
 LAN and WAN control
 Increased system security and performance with proactive
changes.
 Implemented and provided technical support for voice services and
equipment.
 Maintained inventory of parts for emergency repairs.
 Configured, monitored and maintained email applications or virus
protection software.
 Analyzed equipment performance records to determine need for
repair or replacement.
 Conferred with network users about solutions to existing system
problems.
 October 2007 - September 2011
Technical Support / IT System Administrator Ministry of Tourism of Saudi
Arabia,
Education and Training
CCNA CCNP MCSA, COMPUTER AND
INFORMATION SCIENCES AND SUPPORT
SERVICES
TechBits Academy Expected in January
2007 Diploma, Computer Engineering
Abaseen institute of medical & modern
science Expected in January 1995
Bachelor of Applied Science, COMPUTER
AND INFORMATION SCIENCES AND
SUPPORT SERVICES
Federal Board of Intermediate and
Secondary Education, Islamabad
 Configured and maintained system hardware, software and
network components.
 Monitored system performance to ensure optimal operations and
identified potential issues.
 Installed, tested and evaluated new systems, applications and
patches.
 Created user accounts and managed access rights for users.
 Created user accounts, maintained system documentation, tested
and evaluated new technology.
 Resolved network connectivity issues.
 Performed troubleshooting to diagnose and resolve technical
issues.
 Collaborated with IT team members to identify system
requirements and resolve problems.
 Installed operating system updates as required by company policy.
 Managed user accounts including passwords resets, account
creation and deletion.
 Conducted regular maintenance checks on equipment such as
printers or scanners.
 Repaired damaged cables or replaced defective components as
necessary.
 Troubleshot hardware issues and worked with service providers to
facilitate repairs for end users.
 Assisted customers with various types of technical issues via email,
live chat and telephone.
 Created new accounts, reset passwords and configured access to
servers and file management software for users.
 Devised incisive workarounds and resolutions for IT-related
problems.
 Handled customer service issues by providing guidance or
escalating for advanced support.
 Used remote login tools to assist clients with technical and product
questions.
 Delivered remote assistance for technical issues using screen
sharing, mouse and keyboard control and other tools.
 Performed variety of clerical and administrative duties pertaining to
on-site support.
  Answered incoming calls and responded to customer inquiries.
 Managed office supplies inventory and placed orders when
necessary.
Awards  Provided general administrative support to staff members.
 Updated databases with new employee information, job changes
and terminations.
 Troubleshot application errors and provided technical support to
end-users.
 Determined and alleviated hardware, software and network issues.
 Planned, tested and supported high-availability infrastructures.
 Identified, diagnosed, and resolved network problems.
 Configured and maintained various network devices such as
routers, switches, firewalls.
 Monitored the performance of the network to ensure optimal
levels of service.
 Performed regular maintenance tasks to keep the network running
smoothly.
 Implemented security measures to protect the network from
unauthorized access or malicious attacks.
 Provided technical support for users having difficulty connecting to
or using the network.
 Developed training materials for end-users on how to use the
company's networks effectively.
 Evaluated local area network (LAN) and wide area network (WAN)
performance data to verify availability and speed, identifying
network problems.
 Installed wiring, cabling and devices to establish, repair and
improve network operations.
 Maintained positive working relationship with fellow staff and
management.
 Provided technical support to customers and internal users via
telephone, email, chat, and remote access tools.
 Installed and configured Windows Server operating systems for
new servers.
 Troubleshot network issues related to DNS, DHCP, and Active
Directory.
 Conferred with network users about solutions to existing system
problems