Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
Generic

Hasan Ibrahim Musthafa Shaduly

Summary

Capable IT Support Specialist experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working autonomously to successfully investigate and troubleshoot problems. A team player, patient and willing to learn day by day.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Support Specialist

LevelFiveSolutions
11.2021 - Current
  • Consulting with IT managers and other departments as required.
  • Install and configure computer & POS hardware, software, systems, networks, printers to staff and customers.
  • Training end-users on hardware functionality and software programs.
  • Provide technical expertise and hands-on support of end user infrastructure (hardware, software) including office technical equipment.
  • Spend between 60% - 70 % of time clearing trouble tickets and work orders in a timely manner.
  • Perform hardware and software upgrades to peripheral equipment.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Attend to break/fix engagement as required by customer for related problems.
  • Perform checks and ensure that antivirus definition, Microsoft patches are updated as outlined by Desktop Engineering.
  • Used ticketing systems to manage and process support actions and requests.
  • Maintain IT ticketing system and standards using Odoo ERP, CRM system.
  • Supporting 200+ Customers for Both Work on Site and Work From Office.
  • Availability for ad-hoc work after hours where necessary and ability to work in a high-pressure.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

IT Support Engineer

LevelFiveSolutions
10.2019 - 10.2021
  • Provide telephony support in performing installation and troubleshooting on telephone sets, and voice mailboxes.
  • Perform checks and ensure that antivirus definition, Microsoft patches are updated as outlined by Desktop Engineering.
  • Provide assistance in computer related issues for Operations and Support Group.
  • Manage back up tape replacement in timely manner
  • Responsible in system installation, configurations, testing, upgrading and patching.
  • Manage and perform inventory of work station, network, telephone and other peripherals and equipment. Including deployment and repair of pc.
  • Responsible for Coordinating P1 Issues and SLA’s ,Attending Severity call and performs troubleshooting with supervision of Situation Management.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.


Technical Support Engineer

LevelFiveSolutions
01.2016 - 09.2019
  • Worked well in team setting, providing support and guidance.
  • Resolved problems, improved operations and provided exceptional service.
  • Managed over 30 customer calls per day.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Offered new customers training to reduce frustration and improve customer satisfaction.
  • Monitored systems in operation and quickly troubleshot errors.
  • Used ticketing systems to manage and process support actions and requests.
  • Create help desk tickets, troubleshot and resolved desktop issues.



Education

Bachelor of Science - Information Technology

Anna University
Chennai,India
05.2015

Skills

  • Helpdesk and Technical Support: Hardware Assembly, Maintenance, Peripherals, Printers Drivers
  • Networks Configuration: Routers, TCP/IP Sockets, LAN Technology
  • Operating Systems: XP, 7, 8, 10, Windows servers
  • Programming Languages: Basic SQL Queries, HTML, CSS
  • System Tools: Remote Desktop, Teamviewer
  • Ticketing Tools: Odoo ERP Management Tools

Certification

End User Support - Onsite

Bangalore | Oct 2016 - March 2017

GoLive Support - Onsite

Bangkok,Thailand | March 2018


Timeline

IT Support Specialist

LevelFiveSolutions
11.2021 - Current

IT Support Engineer

LevelFiveSolutions
10.2019 - 10.2021

Technical Support Engineer

LevelFiveSolutions
01.2016 - 09.2019

Bachelor of Science - Information Technology

Anna University

End User Support - Onsite

Bangalore | Oct 2016 - March 2017

GoLive Support - Onsite

Bangkok,Thailand | March 2018


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Hasan Ibrahim Musthafa Shaduly