Wasiu Ferdous Ahammad

IT Support Executive

Upwork (formerly Elance-oDesk)•  October 2019 - Present

Multi-talented strategist consistently rewarded for success in planning and operational improvements. I work with minimal input to produce engaging, authoritative, and error-free work. Autonomous yet communicative with a 5-year history of superior performance in remote environments. Customer service-focused Technical Support Specialist with 5 years of career experience in help desk environments. Highly adept in systems analysis, diagnostics, troubleshooting, and conflict resolution. I can exhibit excellent organizational and problem-solving skills and work well in team environments and displays a strong work ethic. My Core Qualifications:- Utilize best practices for choosing hardware, vendors, and services for your organization Understand how the most common infrastructure services that keep an organization running work, and how to manage infrastructure servers Understand how to make the most of the cloud for your organization Manage an organization’s computers and users using the directory services, Active Directory, and OpenLDAP Choose and manage the tools that your organization will use Backup your organization’s data and know how to recover your IT infrastructure in the case of a disaster Utilize systems administration knowledge to plan and improve processes for IT environments In my previous jobs, I was tasked with a lot of challenges that were new to me and I took them gracefully. I am able to:- Direct the purchasing of all computers and computer-related equipment and provided asset management for computer equipment. Assist team members and provide support and solutions to customer queries to meet company objectives. Managed competing deadlines with efficiency. Maintain updated knowledge of company products and services to better provide customer support and service solutions. Accessed and documented procedures, tools, and manuals to provide support on company-supplied hardware and equipment. Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary. Provided first-level technical support to end users on proprietary software and applications, including installation, basic usage, and appropriate service level to warranty. Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues. Established patterns for reoccurring issues and provided input to development teams.