Abdul Rehman

IT Support Professional

Mac Hive • Vollzeit

Mar 2019 - Present • 7 yrs 2 mos

Key Responsibilities and Achievements: Technical Troubleshooting: Provided comprehensive IT support to customers, diagnosing and resolving hardware and software issues related to laptops and other IT equipment. Ensured the timely and effective resolution of technical problems. • Customer Assistance: Offered expert guidance and assistance to customers in selecting and configuring IT equipment that aligned with their needs and preferences. Responded to customer inquiries, offering solutions, and ensuring a high level of customer satisfaction. • Hardware and Software Installation: Installed, configured, and maintained various operating systems and software applications. Ensured that all equipment met performance and security standards. • Network Connectivity: Assisted customers with network-related concerns, including Wi-Fi setup, troubleshooting network connectivity issues, and configuring network settings. • Data Backup and Recovery: Implemented data backup solutions and conducted data recovery processes to safeguard customers' valuable information. Educated customers on data backup best practices. • Virus and Malware Removal: Performed malware and virus scans, quarantined or removed infected files, and implemented antivirus solutions to protect customers' devices. • Remote Support: Provided remote technical support to clients, resolving issues through phone calls, email, or remote desktop tools, ensuring minimal disruption to their workflow. • Inventory Management: Maintained an organized inventory of IT equipment, including laptops, peripherals, and accessories. Conducted regular audits to track stock levels and ensure accurate record-keeping. • Documentation: Kept detailed records of customer interactions, technical support cases, and solutions provided. Generated reports to monitor and analyse common issues and trends. • Training and Education: Conducted one-on-one and group training sessions for customers to enhance their IT skills.

IT Support Professional

Unistore • Vollzeit

Aug 2013 - Mar 2019 • 5 yrs 7 mos

Key Responsibilities as I.T Support Professional: • Data Backup and Migration: Assisted customers in implementing data backup solutions, ensuring the safeguarding of critical information. Conducted data migration between devices and platforms, preserving data integrity and accessibility. • Video Conferencing Solution Deployment: Managed the deployment and configuration of video conferencing solutions, including Yealink systems and Huawei Idea Hub. Ensured seamless virtual communication for businesses and individuals. • Networking Support: Provided network setup and configuration services, including router installation and network optimization. Addressed network connectivity issues, ensuring stable and secure connections for customers. • Operating System Troubleshooting: Diagnosed and resolved software and operating system issues on various platforms, including Windows, macOS, iOS, and Android. Performed system repairs and optimizations to enhance performance. • Mobile Device Troubleshooting: Offered expert assistance with troubleshooting mobile devices, including Android phones and Apple products. Resolved hardware and software issues, optimized device performance, and provided guidance on mobile device management. • Technical Support: Responded to customer inquiries and provided technical support via phone, email, or in-person interactions. Assisted with software installation, configuration, and updates. • Remote Assistance: Utilized remote desktop tools to provide efficient troubleshooting and technical support, ensuring minimal disruption to customers' workflow. • Customer Training: Conducted training sessions and workshops to educate customers on best practices for IT equipment usage, security, and troubleshooting techniques. • Documentation: Maintained detailed records of customer interactions, technical support cases, and solutions provided. Generated reports to identify recurring issues and trends.