Ahmed Saeedhassaan
@ahmedsaeedhassaan
IT Support & System Engineer with 7+ years of expertise.
Sri LankaWhat I'm looking for
I am an IT Support and System Engineer with over 7 years of experience in managing and optimizing IT infrastructure across diverse environments, including Windows, macOS, and Linux. My expertise lies in hardware and software troubleshooting, network support, and enhancing performance and security. I have a proven track record in Critical Incident Management, utilizing tools like ServiceNow and Jira to ensure SLA compliance and efficient issue resolution.
Throughout my career, I have demonstrated a strong ability to collaborate effectively with teams and deliver reliable IT solutions in fast-paced environments. My role at HCLTech involved managing ticket queues, resolving technical incidents, and providing remote assistance for hardware-related tasks. I take pride in my adaptability and commitment to continuous improvement, always striving to enhance system availability and security protocols.
In addition to my technical skills, I have experience in data analysis, where I identified potential leads and prepared comprehensive reports. I am dedicated to delivering exceptional customer service and translating complex technical jargon into clear communication for non-technical users. I am eager to contribute my skills and knowledge to a dynamic team that values innovation and collaboration.
Experience
Work history, roles, and key accomplishments
CIM/System Engineer
HCLTech
May 2022 - Present (3 years 2 months)
Managed ticket queues, maintained SLAs, and documented support actions using ServiceNow and Jira. Resolved technical incidents and service requests for end-users, ensuring prompt resolution and minimal business disruption. Provided remote assistance to onsite teams for hardware-related tasks and identified recurring issues to implement root cause fixes.
IT Operation and Assistant Admin
GLC Europe
Feb 2021 - Present (4 years 5 months)
Administered users and groups in Active Directory, managing permissions, resets, and access configurations. Installed, configured, and maintained hardware, software, and network infrastructure to ensure optimal performance. Diagnosed and resolved complex IT issues to minimize downtime and enhance system reliability.
Data Analyst
GLC Europe
Jul 2020 - Present (5 years)
Identified and generated potential leads using tools such as LinkedIn Sales Navigator, ZoomInfo, and Hunter.io. Prepared and delivered comprehensive daily and weekly progress reports using Salesforce and Microsoft Excel. Conducted in-depth market research and competitor analysis.
IT Assistant
Singhagiri (PVT) Ltd
Dec 2019 - Present (5 years 7 months)
Troubleshot issues related to Windows operating systems, software, and networking. Installed, configured, and maintained operating systems, applications, and system management tools. Maintained an accurate inventory of IT equipment, including laptops and peripherals.
IT Trainee
Office Network (PVT) Ltd
Jan 2018 - Present (7 years 6 months)
Troubleshot and resolved hardware, software, network, and printer issues. Provided remote technical support to end-users across different functional areas, utilizing Windows and Mac OS devices. Installed and configured operating systems and applications for a variety of desktop, laptop models, and servers.
Education
Degrees, certifications, and relevant coursework
TS Lankan (PVT) Ltd - Workshop
IT Training and Proficiency, Information Technology
Completed a comprehensive IT training program, gaining proficiency in various IT domains. Developed core skills in PC assembly, Windows OS installation, networking, and troubleshooting.
Tech stack
Software and tools used professionally
Availability
Location
Sri LankaAuthorized to work in
Job categories
Skills
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