Summary
Overview
Work History
Education
Skills
Timeline
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Shazeel Ali

Summary

Experienced and detailed- orientated Desktop engineer with over 10 years of experience in managing, trouble shooting, and optimizing desktop and end-user environments. Skilled in Windows and macOS support, hardware maintenance, software deployment, and providing exceptional IT support in fast- paced environments. Adept at solving technical issues quickly while maintaining high user satisfaction.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

11
11
years of professional experience

Work History

Desktop Support Engineer

Metlifecare
08.2023 - Current
  • Provide L1/L2 support to over 500+ end users in a hybrid Windows/mac OS environment.
  • Deploy new desktops/laptops and configure systems using SCCM and MDT.
  • Administer user accounts via Active Directory and troubleshoot access-related issues.
  • Collaborate with network and security teams to ensure end point compliance.
  • Maintain and upate IT assest inventory; oversee hardware lifecycle and replacements.
  • Document issues and resoltions in the serviceNow ticketing system.

System Engineer

IT Support Limited
11.2022 - 06.2023
  • Resolved daily hardware/software issues for internal users, reducing average ticket resolution time by 30%.
  • Supported office 365 suite including Exchange, Teams, and onedrive.
  • Assisted in Windows 10 migration for over 300+ devices.
  • Trained staff on best practices for IT security and software usage.
  • set up and managed AV equipments for meetings and virtual events.

Acting TL, Desktop Support Engineer, Contractor

Counties Manukau Health, Middlemore Hospital
10.2021 - 11.2022
  • Provided technical support for hardware and software issues, ensuring minimal downtime for end users.
  • Diagnosed and resolved desktop-related problems using remote troubleshooting tools and ticketing systems.

Field Service Engineer

Desktop Technology Services LTD
02.2020 - 11.2022
  • Diagnosed and resolved technical issues for desktop and network systems on-site.
  • Conducted routine maintenance on hardware and software, ensuring optimal performance.
  • Provided training to clients on system usage and troubleshooting techniques.
  • Coordinated with cross-functional teams to implement system upgrades and enhancements.
  • Mentored junior engineers, fostering skills development and enhancing team performance.
  • Performed onsite installation, modification and maintenance of systems and equipment.

Acting Senior ICT Support Officer

Fiji National University
01.2014 - 04.2019
  • Coordinated support services for students, enhancing overall academic experience and student engagement.
  • Streamlined communication processes between departments, improving information flow and collaboration efficiency.
  • Developed training materials for new staff, fostering knowledge transfer and team competency.
  • Implemented feedback mechanisms to assess service effectiveness, driving continuous improvement initiatives.

Education

Certificate - HP, Dell And Lenovo

Desktop Technology Services Ltd
Auckland, NZ
08-2020

Trade Diploma - Applied Computing

Fiji National University
Suva, Fiji
12-2010

Skills

  • Data backup and recovery
  • Windows operating system
  • Remote desktop support
  • End user support
  • OS: Windows 10/11,macOS,Linux(basic)
  • Tools: SCCM, Active Directory, Intune, PowerShell, Service Now,Jira,Zendesk
  • Networking : TCP/IP, DNS,DHCP,VPNs,
  • Security: Endpoint Protection,MFA,Bitlocker
  • Software Installation & Patching
  • Network & WI-FI configuration
  • ITIL Foundation Knowledge

Timeline

Desktop Support Engineer

Metlifecare
08.2023 - Current

System Engineer

IT Support Limited
11.2022 - 06.2023

Acting TL, Desktop Support Engineer, Contractor

Counties Manukau Health, Middlemore Hospital
10.2021 - 11.2022

Field Service Engineer

Desktop Technology Services LTD
02.2020 - 11.2022

Acting Senior ICT Support Officer

Fiji National University
01.2014 - 04.2019

Certificate - HP, Dell And Lenovo

Desktop Technology Services Ltd

Trade Diploma - Applied Computing

Fiji National University

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Shazeel Ali