Syed Dilawar Kashif

• Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.
• Implemented remote support tools to quickly resolve offsite user issues, reducing the need for onsite visits.
• Assisted in hardware procurement decisions based on thorough research and analysis of cost/benefit factors.
• Acted as a liaison between IT departments to facilitate smooth handoff of escalated issues, ensuring timely resolutions.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed and configured operating systems and applications.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Maintained servers and systems to keep networks fully operational during peak periods.

Tools Used: ServiceNow, Jira, Zendesk, Microsoft 365, Google Workspace.

• Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
• Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
• Developed positive working relationships with stakeholders to effectively coordinate work activities.
• Streamlined permit acquisition process for new projects, working closely with local authorities to ensure compliance and timely approval.
• Achieved significant cost savings in material usage through development and application of innovative recycling program.
• Facilitated knowledge sharing sessions on latest engineering trends, fostering culture of continuous learning among team members.
• Coordinated with suppliers to secure high-quality materials, negotiating favorable terms that led to reduction in project costs.

Tools Used: Okta, Mobile Device Management (MDM), Microsoft Intune, Google Workspace.

• Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
• Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Assisted in the creation of an internal knowledge base, enabling faster resolution times for common issues across the support team.
• Coordinated with vendors to resolve hardware and software issues beyond internal capabilities, ensuring timely resolution for customers.
• Conducted root-cause analysis for recurring technical problems, developing long-term solutions to prevent future occurrences.

Tools Used: Zendesk, Confluence, Slack, Remote Desktop Support.

• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Installed, configured and maintained computer systems and network connections.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed and configured operating systems and applications.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Generated reports to track performance and analyze trends.

Tools Used: ServiceNow, Microsoft 365, VPN Setup, Citrix & VDI Support

• Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
• Collaborated with cross-functional teams to develop solutions for recurring technical problems.
• Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
• Improved customer satisfaction by providing timely and accurate technical support to endusers.
• Acted as a liaison between clients and development teams, providing valuable user feedback for future product enhancements.