Summary
Overview
Work History
Education
Skills
Timeline
Generic
Nawaz Ali

Nawaz Ali

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

14
14
years of professional experience

Work History

Desktop Lead / VIP Support

Gold-Tech Resources
05.2021 - 03.2023
  • Fujitsu
  • Site - PSA
  • Lead the IT support team for managing daily operations on all PSA Sites on OPS & Crops side
  • Supporting 5400 users with 3900 Computing devices, with 6 engineers in multiple sites
  • Setting up new site with IT Peripherals including Tuas and managing the site
  • Prepare ICTD report on Windows and Antivirus every Patch Tuesday
  • Prepare knowledge base for user and on-site engineers
  • Creating Hostname in AD, unlock and reset password in AD, move hostname to correct OU in AD, enable and disable Hostname in AD and also server backup
  • Knowledge in installing server 2019 Image adding roles and feature
  • Providing remote support via Teams, Quick Assist and windows remote desktop
  • Assign tickets in service now to onsite support engineers
  • Assisting engineer in their daily ticket
  • Support Users in Citirix Gateway troubleshooting for VPN access
  • Imaging and cloning using acronis
  • Deploy windows KB Patch with Kace agent & Creating report in Kace agent
  • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible and any other authorized desktop applications & Microsoft or related security patches/Policies
  • Conduct team meeting to highlight ageing ticket daily, and weekly with client
  • Working with Lenovo and dell vendors to resolve hardware cases and other application vendors
  • Making sure all client pc is update date and installed with latest patch
  • Login to McAfee and Microsoft defender portal to enforce and deploy with antivirus
  • Support staff by communicating job expectations, planning, monitoring, and appraising job results and also Coaching and discipline engineers
  • Support and address operational risk items related to code security, scans, etc
  • Planning and support on site relocation and ad-hoc duties.

Desktop Lead / VIP Support

Comtel Solution
10.2019 - 10.2020
  • Client - PUB
  • Lead the IT support team for managing daily operations
  • Handled the entire Project Management of the Technical Refresh Exercise, ISS Technical Refresh Exercise and in Place Upgrade (Win 10) for client at PUB
  • Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables
  • Managed project timelines and communicated regularly with management, staff and clients to ensure project was on schedule and met specific milestones at each juncture
  • Monitored progress and adjusted as and when required, measured project performance to identify areas for improvement
  • Accomplished Support staff results by communicating job expectations; planning, monitoring, and appraising job results
  • Coached, counselled and disciplined employees
  • Initiated, coordinated, and enforced systems, policies and procedures
  • Maintained quality service by establishing and enforcing organisation standards
  • Provided project updates on a consistent basis to various stakeholders about progress
  • Support and address operational risk items related to code security, scans, etc
  • Raise request to implement group policy change
  • Generate SR report and Incident report for monthly meeting
  • Support user, se3 users and VIPs with Gomax, intelligent hub and cisco any connect
  • Hands on ITSM service now
  • Planned and implemented IPU 1709SAC to 1809SAC
  • Reason for leaving: End of Contract

Senior IT Desktop Support

FPT Information System Singapore Pt. Ltd, Four Acres
09.2018 - 10.2019
  • Singapore
  • Support work Level 4 and above users (VP/VIP) in Unilever
  • Daily health check of Meeting Rooms projector and Logitech devices
  • Install and test desktop software applications and internet browsers
  • Support IOS & Android Devices on Intune Mobile Device Management platform
  • Maintain computer peripheral devices like printers and resolve associated problems
  • Address user tickets regarding hardware, software, and networking
  • In Charge of Software Asset Management by working closely with Global SAM team
  • Conduct remote troubleshooting
  • Test alternative pathways until you resolve an issue
  • Direct unresolved issues to the next level of the support team
  • Follow up with clients to ensure their systems are functional
  • Conduct Day 1 Induction briefing to New Joiners
  • Handle daily technical support activities on desktop support @ Unilever 4acers
  • Support work Level 4 and above such as VIP
  • Regular check on UPS and Server Temperature
  • Support Bungalow connectivity such as AP, CCTV, IP Phone
  • Standby Support for Events/Training hosted in Four Acres
  • Setup desktop computers and peripherals and test network connections
  • Reason for leaving: End of Contract

Service Delivery Lead

Dimension Data
02.2018 - 05.2018
  • Client - NatSteel
  • Lead the IT support team for managing daily operations
  • Support and address operational risk items related to code security, scans, etc
  • Support and troubleshoot Cisco Telepresence Systems
  • Manage and maintain vendor relationship related to IT products and manpower
  • Provide guidance and support to diverse teams including users at various locations
  • Identifies prioritizes opportunities to improve business processes
  • Own the customer the satisfaction of the field operations, ensuring that resources are dispatched in a timely fashion
  • Coordinates Root Cause Analysis efforts with internal teams and ensures, all actions are completed within allotted timeframe
  • Conducted an analysis of progress and held monthly meetings regarding goals and tasks
  • Reason for leaving: Personal Reason.

Desktop Support Lead

NCS
06.2014 - 02.2018
  • Under AFM Project
  • Client – NEA & MEWR
  • Primary VIP Support for CEO of NEA
  • VIP support – 24x7 Standby Support (Phone/On-Site)
  • Coordinates Root Cause Analysis efforts with internal teams and ensures all actions are completed within allotted timeframe
  • Handled the entire Project Management of the Technical Refresh Exercise, ISS Technical Refresh Exercise (Win 10) for client at NEA
  • Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables
  • Support NEA Contact Centre in relocation and setting up and deploying computer
  • Coordinate with DHL vendor to deploy Avaya IP phone and support software testing
  • Ensure the new team members are duly trained before they are live and conduct pre-go-live assessment on the process and tool knowledge possessed by the trainees
  • Ensured team-members stayed up to date by providing frequent training
  • Facilitate problem solving and collaboration
  • Monitor and manage Team KPI and resources
  • Assist in escalation issues and daily operations
  • Reason for leaving: Seeking better prospect

Desktop Support

Hewlett Packard
02.2012 - 06.2014
  • For SOEasy Project
  • Site Lead for NEA, MEWR & MUIS
  • Assisting Team Lead to oversee the sites and daily operations
  • Lead the IT support team for managing daily operations
  • Monitor and manage engineer resources
  • Provided support to Desktop Engineers and managed client environment
  • Tested and reviewed latest software, hardware, and operating systems
  • Analyzed, configured, and installed desktop for clients
  • Managed deployment of new machines and new software installation
  • Recommended technology refresh according to the needs of clients
  • Monitored and ensured software applications meet standard security guidelines
  • Reason for leaving: Absorbed by NCS, after SOEasy Project was awarded to NCS

SOEasy Project Field Support Engineer and deployment Engineer (Ops Lead)

Servlink
01.2009 - 12.2011
  • Deploy and setup SOE machines for end users
  • Deploy and schedule field engineers to sites
  • Monitor and manage engineer resources
  • Proceed onsite to handle escalation cases from users
  • VVIP support – 24x7 support, configure Go-Max device
  • Manage and configure desktop, application and software installation, apply updates to laptop and network devices
  • Email and SE2 Mail support configuration and troubleshooting
  • Troubleshooting related issues of Microsoft Windows, Exchange Server, Tivoli (ESSO)
  • Wiping of hard-disk and Re-Imaging through System Centre Configuration Manager (SCCM)
  • Access to Information Technology Infrastructure Library System (ITIL System: Remedy)
  • Monitoring of Incident Management and Problem Management
  • Assist in meeting the Service Level Agreement limits (SLAs)
  • Aliasing with different Teams for the provision of users’ suite
  • Aliasing with different Teams for the de-provision of users’ suite
  • Aliasing with hardware vendors for exchanging parts
  • Troubleshooting of hardware such as computers, laptops, scanners, printers, projectors, and visualizers
  • Replacing of motherboard and HDD
  • First level troubleshooting LAN and wireless issues
  • Assisting users in registering/ troubleshooting their VPN tokens and PS card
  • Aliasing with vendors for repair of the faulty equipment’s
  • Support Win 95 to Win 10
  • Reason for leaving: End of Contract
  • Technical Skills
  • NETWORK
  • Perform basic network troubleshooting such as NSLOOKUP, release and renew and Flush IP
  • Checking of the switch status from rack
  • SERVER
  • Installation of 2016 & 2019 server
  • Add roles and feature
  • Configuring static IP
  • Creating task scheduler
  • Create, reset and unlock user’s passwords.

Education

N’ Level -

Yuhua Secondary School

Advance Diploma - Computer System

National Institute of Information Technology
India

No Degree - Infrastructure Support-3

ITEL LEARNING SYSTEMS (S) PTE LTD
Singapore
07.2023

ITIL V3

BRIDGINGMINDS NETWORK PTE. LTD
Singapore
01.2017

Skills

  • Team Lead Support /VIP Support
  • Knowledge Base
  • Root Cause Analysis
  • New Installations
  • Active Directory
  • Kace Agent
  • User Experience
  • Customer Satisfaction
  • Operational Support
  • Client Relationships
  • Documentation Support
  • Team Meetings
  • Problem Resolution
  • Computer System Diagnostics Software
  • Computer Hardware Knowledge
  • Video Conferencing
  • Hardware and Software Configuration
  • WiFi and Lan Troubleshooting User End
  • End-User Support
  • Printer Scanner support
  • Remote Desktop Services
  • Notebook Computers
  • ITSM Service Now

Timeline

Desktop Lead / VIP Support

Gold-Tech Resources
05.2021 - 03.2023

Desktop Lead / VIP Support

Comtel Solution
10.2019 - 10.2020

Senior IT Desktop Support

FPT Information System Singapore Pt. Ltd, Four Acres
09.2018 - 10.2019

Service Delivery Lead

Dimension Data
02.2018 - 05.2018

Desktop Support Lead

NCS
06.2014 - 02.2018

Desktop Support

Hewlett Packard
02.2012 - 06.2014

SOEasy Project Field Support Engineer and deployment Engineer (Ops Lead)

Servlink
01.2009 - 12.2011

N’ Level -

Yuhua Secondary School

Advance Diploma - Computer System

National Institute of Information Technology

No Degree - Infrastructure Support-3

ITEL LEARNING SYSTEMS (S) PTE LTD

ITIL V3

BRIDGINGMINDS NETWORK PTE. LTD

Similar Profiles

CREATE PROFILE
Nawaz Ali