ifrah azhar

My name is Ifrah. I have done bachelors in Electrical Engineering (Telecommunication). I have worked in IT as Service desk analyst/IT support for around 3 years. I have my own spouse visa and I am currently available in Dubai to join immediately. I am excited to offer my analytical, technical, and problem-solving abilities in a new role.
Certifications and Skills:
Cisco CCNA, AZ-900 fundamental, MS Office, IT Service Management, SLA's (Service Level Agreements Helpdesk Ticketing system, SolarWinds Monitoring, MS Server, Active directory, DNS, DHCP, technical support, Troubleshooting and customer service
Work Experience:
I worked in ZONG (China-Mobile Pakistan) for 3 years and my responsibilities include providing level-one support in troubleshooting of Hardware, Software, and connectivity problems and maintaining, workstations, and printers. Responding to user service requests and resolve trouble tickets. Analyzes problems / issues and assign severity levels to the problem and create tickets, routes to appropriate support group for resolution. Respond to enquiries from clients and help them resolve hardware or network issues. Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests. Administer all aspects of active directory group policy such as creating and managing end-user accounts using active directory Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more. Co-ordination of maintenance activities with Stakeholders. Participates in Change Management as per the agreed ITSM Business Process. Generating daily and Monthly reports in NOC. Report faults & co-ordinate with the Supplier in relation to faults related to the Tier 3 Vendor support.
Visa and Availability:
Visa Status: Spouse visa
Availability: Join Immediately

I hope to hear from you soon to schedule an interview.
Thanks
Regards 

• Incident Support via Phone / Email / Web, including Internal Incident/service Request logging, take ownership of user problems and proactively dealing with their issues.
• Analyzes problems / issues and assign severity levels to the problem and create tickets, routes to appropriate support group for resolution.
• Respond to enquiries from clients and help them resolve hardware or network issues. Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests.
• Provides level-one support in troubleshooting of Hardware, Software, and connectivity problems mainly related to network received from different Departments.
• Complaint and Escalation handling and performs call backs ensuring issues are resolved in a timely manner and ensure the end user is satisfied.
• Troubleshooting LAN problems as per SLA and ensure documentation for further reference.
• Configure and support switching equipment’s in scope.
• Monitoring Infrastructure, Servers and Applications pro-actively by using network monitoring tools such as SolarWinds, PRTG, Huawei U2020 and react to the alerts prior they becoming critical or service impacting.
• Monitoring Alarm alerts on Network Elements to resolve the issues within the SLA.
• Continuously monitoring Network performance, CPU utilization and Bandwidths Utilization for a smoother operation in Network

Bachelor of Electrical Engineering in Telecommunication