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Customer Service / Support
Ali Adnan

Ali Adnan

IT Support and Services


About Ali Adnan:

Starting Career as a Helpdesk Coordinator(PSO) and accomplished IT Support / Services with 23+ years of experience my last position is MIS / IT Officer (Hashoo Foundation) I Have kept systems running and resolved trouble tickets in a Windows-based environment and utilized strong interpersonal skills and ability to solve problems timely and effectively through the support across multiple organizations. Provided complete technical support and guidance to users for all software and hardware. Provided company-wide first-level technical support for all IT requests.


  • Manage information technology and computer systems
  • Plan, organize, control and evaluate IT and electronic data operations
  • Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance
  • Design, develop, implement, and coordinate systems, policies, and procedures
  • Ensure the security of data, network access, and backup systems
  • Act in alignment with user needs and system functionality to contribute to organizational policy
  • Identify problematic areas and implement strategic solutions in time
  • Audit systems and assess their outcomes
  • Preserve assets, information security, and control structures
  • Handle annual budget and ensure cost effectiveness
  • Perform Administrative tasks as an IT Lead
  • Install and configure computer hardware operating systems and applications
  • Monitor and maintain computer systems and networks
  • Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
  • Troubleshoot system and network problems, diagnosing and solving hardware or software faults
  • Procurement of IT peripherals.
  • Document all IT work, Procurement, Inventory, and complaint logs.
  • Replace parts as required, vendor coordination, and documentation.
  • Provide support, including procedural documentation and relevant reports
  • Follow diagrams and written instructions to repair a fault or set up a system
  • Procurement of IT-related hardware and services, as per policy and procedure, Purchase requisition to Work Completion Certificate.                                           
  • Support the roll-out of new applications
  • Set up new users' accounts and profiles and deal with password issues
  • Respond within agreed time limits to call-outs
  • Work continuously on a task until completion (or referral to third parties, if appropriate)
  • Prioritizes and manages many open cases at one time
  • Rapidly establish a good working relationship with the end user and other professionals, such as software developers
  • Test and evaluate new technology
  • Conduct electrical safety checks on computer equipment. Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by end users.
  • Record events and problems and their resolution in logs
  • Follow-up and update end user status and information
  • Pass on any feedback or suggestions by end user to the appropriate internal team

Identify and suggest possible improvements to procedures



B.A, Arts

2003 - 2005



2000 - 2003



1996 – 1998

Diploma in IT – Search Education Karachi

Certification in CCTV - Sindh Technical Board of Education

VMWare VCP5 Install, Manage & Configure - 

CCNA, Network Essential 

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