Ghous Shahid

IT Support

IT Force • Freelance

Aug 2024 - Present • 1 yr 11 mos

This is written to highlight high-level troubleshooting skills, client management, and technical efficiency. --- ## 💼 Work Experience ### **Technical & IT Support Engineer** **IT Force** | *Full-Time **Company Overview:** IT Force is a premier managed IT services and tech support company providing robust network infrastructure, cybersecurity, and cloud solutions to enterprise clients and small-to-medium businesses. ### **Key Responsibilities & Achievements:** * **Remote & On-Site Diagnostics:** Provided Tier 2/Tier 3 technical support for a diverse client base, troubleshooting complex hardware, software, and operating system (Windows/macOS/Linux) anomalies. * **Network Infrastructure Management:** Configured and optimized local area networks (LAN/WAN), managed DHCP/DNS servers, resolved routing protocols, and stabilized corporate Wi-Fi architectures to eliminate downtime. * **System Security & Malware Remediation:** Executed advanced security audits, deployed enterprise-grade firewalls, and successfully mitigated rootkit, ransomware, and malware infections with zero client data loss. * **Cloud & Data Migration:** Supervised secure cross-platform data migrations and successfully deployed automated, end-to-end encrypted cloud backup systems (Microsoft 365, OneDrive, AWS) for corporate environments. * **Client Relations & SLA Compliance:** Maintained a 98% customer satisfaction (CSAT) score by resolving critical IT tickets efficiently while adhering strictly to strict Service Level Agreements (SLAs). --- ### 🛠️ Tech Stack & Tools Mastered at IT Force: * **Infrastructure:** Active Directory, Office 365 Admin, DHCP, DNS, TCP/IP. * **Remote Deployment:** TeamViewer, AnyDesk, ConnectWise, RDP. * **Security & Diagnostics:** Wireshark, Malwarebytes Endpoint