Amir Irshad

A talented graduate developer with a strong academic background with a total experience of almost 8 years. Ability to think through a problem coupled with the confidence to make ideas heard. A proven ability to maintain and enhance company vision with the aim of improving operational functionality in line with business requirements.

• Concentrix, Proven IT support technician skilled in customer service and ticketing systems. Seeking to cut costs and provide efficient process improvements at a Global Scale., As a resolution expert, providing hardware/software support for all Microsoft products like all the major Operating system such as Windows 8.1, Windows 10 & macOS, Microsoft Office products on devices such. Android, iOS, iPad OS, macOS, Windows 8.1 & Windows 10. Also, major third party products where Microsoft add-in is involved such as iTunes, iCloud and other third party products., In hand experience in providing technical support with products such as printers (installation, uninstallation & troubleshooting), networking troubleshooting which includes setting up new network and identifying issues to resolve them., Working and providing support for Microsoft Cloud Platform, One Drive., Administration of Microsoft Office 365 workloads such as (Exchange Online, SharePoint Online, Skype)., Good In hand experience of remote tools such as LogMeIn rescue, GoTo assist, Team Viewer and Quick Assist., Provide technical leadership and mentoring junior members of the service delivery staff, assisting them in their technical and professional development., Interaction with clients/third-party vendors, to discuss about complicated scenarios and to provide a work through for a given time lapse depending on the circumstances. Reporting bugs if identified on a product while troubleshooting to the Product group of Microsoft and closely working on them on to ensure a proper resolution is drafted., Evaluate customer concerns sent and addressed to Microsoft CEO via post or email on priority by working towards resolution to ensure customer satisfaction is achieved., Providing support to consumers threatening legal action against Microsoft and possibly stopping any further legal action against Microsoft by working with the consumer towards a resolution., Assuring customer and client satisfaction as the top most priority while working in the current environment.
• Optimal Virtual Employee, Managed and optimized workflow using platforms such as JIRA and Freshdesk to enhance team collaboration and efficiency., Managed projects for Safaricom, the largest telecom provider in Kenya, in collaboration with Maplewave., Oversaw daily operations from the backend, ensuring seamless functionality and addressing any issues promptly., Implemented strategic solutions to optimize processes and improve efficiency., Collaborated with cross-functional teams to meet project objectives and deadlines effectively., Demonstrated proficiency in project management methodologies and technical expertise in telecommunications systems., Proficient in utilizing Cloudwatch for monitoring and managing cloud resources, ensuring system reliability and performance., Provided technical support and troubleshooting expertise using Freshdesk, ensuring timely resolution of user issues., Collaborated with cross-functional teams to implement and customize JIRA workflows to meet project requirements effectively.

• Attended 3-day workshop on ETHICAL HACKING
• Attended 3-day Redhat training Session on “Linux made easy”
• Currently pursuing Windows Server 2019: Active Directory, GPO, Remote Server Access by Denilson Bonati on Udemy platform.

• Having a flexible approach and can-do attitude.
• Highly motivated and organized.
• Have good technical and analytical skills.
• Knowledge of different methodologies.
• Good administration and organization skills.
• Ability to manage own projects and portfolios.