Zeeshan Nawaz

Highly motivated Technical Operations Engineer with extensive experience managing cloud-based environments and providing exceptional support across Windows, Linux, and Mac systems. Proficient in server administration, network management, and troubleshooting with a strong understanding of virtualization and backup solutions. Skilled in using RMM and monitoring tools to ensure system reliability and customer satisfaction.

Compute Service Operations Specialist
XTIUM (Formerly ATSG & Evolve IP) | Islamabad | December 2nd, 2024 ----- Till Date
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Maintained and supported cloud-based MSP workspaces and environments.
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Provided incident resolution and root cause analysis for compute-related issues in a 24x7 operational environment.
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Managed server administration on various versions of Windows Server (2008, 2012, 2016, 2019).
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Administered Active Directory, DNS, and DHCP configurations.
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Managed and maintained enterprise compute infrastructure, including servers, virtualization, and cloud platforms.
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Utilized RMM tools such as Kaseya and SolarWinds to monitor systems.
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Configured monitoring and alerting tools, ensuring timely incident response.
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Implemented backup solutions using software like Veeam and Acronis.
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Performed OS patch management and updates with tools like SCCM and WSUS.
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Managed cloud solutions (AWS, Azure, Google) and understood hybrid cloud concepts.on various versions of Windows Server (2008, 2012, 2016,

IT Service Desk Engineer
S&P Global Market Intelligence under Wipro | Islamabad | September 15th, 2023, -----18th December 2024.
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Configure and maintain Helpdesk queries using the Service Now Management (SNOW) Ticketing System and maintain a record of organization IT assets.
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Responsible for IT equipment inventory and logistics/shipments in AMI (Asset Track)
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Conduct IT service desk orientation sessions for new hires.
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Lead Offboard/onboard user’s process.
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Gather Hash IDs for Windows 11 Machines and update them to Intune Portal and assign users.
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Provide technical support for hardware and software applications, including desktops, laptops, printers, and peripherals.
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Deploy, support, and troubleshoot window Operating System level issues and maintenance.
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Ensuring security software is kept up to date.
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Monitoring backup and alerts to promptly address any issues or failures in the backup process.
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Schedule regular backups to ensure that data is consistently backed up and can be easily restored in case of data loss.
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Managing user accounts, groups, and permissions within Active Directory to ensure proper access control and security.
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Installation and configuration of operating systems, software, and hardware components, and leverage IT staff for routine tasks by clearly documenting design, maintenance, and support procedures.
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Provide basic 1st, 2nd, and 3rd level support.
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Familiarity with virtualization technologies and cloud computing.
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Keep a record of issues, along with solutions, to refer in future instances.

IT Engineer
Hum Networks/News | Islamabad | April 17th, 2023, ----- October 18th, 2023.
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Configuration of VOIP Phones, IP Cameras, and Systems/Laptops.
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Working knowledge of active directory, such as creating an account, permissions, resetting passwords or creating group accounts.
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Ensuring security software is kept up to date.
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Diagnose and troubleshoot system and network problems, software faults or hardware complications.
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Manage and overview of Sophos Firewall and FortiGate.
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Locally backup of data in the system.
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Designing and installing computer hardware/Software configurations.
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Maintain and enhance security, recover lost data, and resolve system crashes.
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Educate users about new technology, software applications, and best practices in IT security and usage.
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Respond to technical support calls from other staff members or clients and communicate how to resolve issues.
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Set up, configure, and manage user accounts, permissions, and access rights in relevant systems (e.g., Active Directory).
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Perform regular maintenance on IT systems, including software updates, patches, and hardware upgrades.
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Troubleshoot and resolve network connectivity issues, including LAN, WAN, and Wi-Fi.

Assistant Executive (IT)
Jubilee Life Insurance (JLI) | Rawalpindi | July 14th, 2021 ------- March 10th, 2023.
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I helped manage the daily internal helpdesk operations of a fast-scaling startup including internal desktop support of all laptops and desktops.
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Remotely connect to customers utilizing Lync or TeamViewer and any desk to resolve any issues.
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Keep a record of issues, along with solutions, to refer in future instances.
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Repairing and replacement of IT equipment as necessary.
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Provided technical support, responded to work orders and tickets from the users, analyzed and solved reported network problems.
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Worked closely with other IT team members (e.g., network engineers, and system administrators) to address complex issues and implement solutions.
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Support the onboarding and offboarding processes for employees, including the setup of IT equipment and accounts.

Support Executive
UFONE PTML | Islamabad | December 20th, 2018 ------- December 26th, 2020.
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Respond to customer/User inquiries, concerns, and feedback in a timely and professional manner.
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Provide exceptional customer service and support to ensure a positive experience for users.
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To assist with IT team to perform troubleshooting and up gradation computer hardware/software.
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Stay up to date with product knowledge, features, and benefits to provide accurate information to customers.
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Configuration/Setup of Desktop PCs & Notebooks for end users.
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Providing technical support to end-users and resolving escalated technical issues.

BS Computer Sciences --- CGPA: 3.08
PMAS ARID AGRICULTURE UNIVERSITY, RAWALPINDI