Muzafar WAGAY

Incident and Request Resolution:

· Proficiently resolved an average of 80 incidents and requests per week through ServiceNow, ensuring a streamlined process and consistently achieving a user satisfaction rate of 90%.

· Configured user accounts for Cisco IP phones and Softphones across diverse devices, contributing to a 95% improvement in communication reliability.

· Training and Knowledge Transfer: Led comprehensive training sessions covering Cisco IP phones, softphones, service now, and CRM tools. Imparted essential skills to users, fostering a skilled and proficient user base.

· Fostered a skilled and proficient user base, leading to a 70% decrease in support tickets related to user errors post-training.

· Cisco Unified Communications Manager (CUCM): Installed, configured, and maintained Cisco Unified Communications Manager. Managed user accounts, extensions, and device profiles, optimizing operational efficiency. Implemented dial plans and call routing strategies, enhancing overall communication effectiveness,

· Cisco Collaboration Tools:Demonstrated expertise in various CUCM versions and features. Proficient in CUC for voicemail and unified messaging.

Reduced the average time spent on troubleshooting CUC issues by 20%, enhancing system reliability.

· Network Administration: Monitored network performance through tools like PRTG and Cisco Meraki routers, providing timely reports to the concerned team. Reduced the average response time to network incidents by 30%, enhancing overall network reliability.

• Assisted customers with various types of technical issues via email, live chat and telephone.
• Deployed new computers for end users by installing operating systems and applications according to company standards.
• Referred major hardware or software problems or defective products to vendors or technicians for service.

• Diagnosed system errors and implemented solutions to resolve them.
• Monitored support activity trends to create problem resolution and solution reports.
• Monitored Service Desk queues, responded to inquiries and documented resolutions within established SLAs.
• Performed troubleshooting activities on various software platforms such as Microsoft Office Suite, Adobe products.
• Implemented security measures such as antivirus updates, firewall configurations to protect against malicious attacks.
• Deployed patches on client machines to ensure they were running the latest versions of installed software applications.
• Provided technical assistance and support to end users for hardware, software, network and peripheral issues.
• Installed, upgraded and configured software applications according to customer needs.
• Wrote and maintained incident reports, daily activity logs and other documents as requested by management.