ABOUT ME

Technical Support Engineer at Daraz | Alibaba group | Server

Administration | Project Management | Mac
OS & IOS System Administration+ MDM | Google Suit | Software
Troubleshooting | IT Operations Central &
North

WORK EXPERIENCE
29 OCT 2020 Faisalabad Punjab Pakistan, Pakistan

Zishan Ali TECHNICAL SUPPORT ENGINEER Daraz.pk | Alibaba

Group
Date of birth: 19 Jun 1991 As a Technical Support Engineer at Daraz, a leading online shopping
platform, I am responsible for providing comprehensive IT support to
Nationality: Pakistani our global user base of approximately 5600 active users. In
this dynamic and fast-paced environment, I ensure that all users
receive efficient and effective technical assistance to enhance their
experience on the platform. I proactively identify and resolve a wide
range of IT issues, including hardware, software, and network-related
CONTACT challenges. Some of my key responsibilities are as under:

 Chak Number 30/11-L Tehsil • Regularly troubleshoots complex client application, integration,
Chichawatni District Sahiwal, and environment issues escalated from Tier 1 & Tier 2 teams.
• Provide troubleshooting and root cause analysis for issues
57200 Chichawatni, Pakistan
• Solve live performance and stability issues and prevent their
(Home) recurrence
• Participate on rotation with other engineers to provide “on-call”
 [email protected] support coverage for escalated issues
• Maintain, monitor, and configure application production and
 (+92) 3024924651
testing environments.
 https://www.linkedin.com/in/ • Seek opportunities to streamline standard operating procedures
through the automation of common repeatable tasks
zishan-ali-70502a196/ • Coordinate and deploy new releases, patches, and upgrades
• Work with the Product development team to platform new
technology enhancement roll-out in release features
• Query application database, generate reports, and extracts
• Develop and maintain process and system architecture
documentation
• Recognize and analyze problems of high complexity, find
resolutions and workarounds, communicate findings to product
management while adhering to standard operation procedures
and policies
• Meticulous and cautious who identifies and considers all risks, and
balances those with performing a task efficiently in a production
environment.
• Process improvement projects to collaborate with testers,
developers, and systems administrators for software continuous
integration and deployments.

8 JUL 2013 – 4 JUN 2020 Lahore, Pakistan

Network Administrator Head Quarter Project Directorate
Centre NLC
As a Network/System Administrator at NLC, I was responsible for the
management and maintenance of a domain-based network comprising
over 200 users. In this critical role, I ensure the smooth operation
and optimal performance of the network infrastructure. My primary
focus is on maintaining a secure and reliable network environment
that meets the needs of the organization. Some of my key
responsibilities are as under:
• Support in managing IT infrastructure.
• Support in managing the office network and keeping it
operational.
• Install and configure Operating Systems, Applications, etc.
• Provide support to global users in their IT-related issues.
• Troubleshoot system and network problems and diagnose/solve
hardware/software faults;
 • Replace hardware parts in systems, as and when needed.
• Maintain office equipment e.g. Photocopier, Printers, Projectors
• Support in maintaining IP PBX and keeping all extensions operational.
• Support in maintaining network switches and keeping them operational
• Maintain and manage all electrical outlets
• Support in preparing/updating IT manuals/layouts/drawings

15 OCT 2012 – 25 FEB 2013 Lahore Punjab Paksitan, Pakistan

Assistant Network Administrator Excl Collage - Virtual University of Pakistan campus
As an Assistant Network/System Administrator at the Private Campus of Virtual University, I play a pivotal
role in managing and maintaining a domain-based network that serves over 150 users. In this position,
I contribute to the smooth operation and optimal performance of the network infrastructure. Some of my
key responsibilities are as under:
• Responsible for the maintenance, configuration, and reliable operation of computer systems,
network servers, and virtualization
• Install and upgrade computer components and software, manage virtual servers, and integrate
automation processes
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and
resolutions, prioritizing problems, and assessing the impact of issues
• Provide documentation and technical specifications to IT staff for planning and implementing new or
upgrades to IT infrastructure
• Perform or delegate regular backup operations and implement appropriate processes for data
protection, disaster recovery, and failover procedures
• Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and
related equipment problems are resolved in a timely manner with limited disruptions
• Responsible for capacity, storage planning, and database performance

1 JAN 2011 – 30 APR 2012 Chichawatni, Pakistan

Assistant Lab Administrator BIIT - Virtual University of Pakistan campus
As an Assistant Lab Administrator at the Private Campus of Virtual University, I am responsible for the
efficient management and maintenance of the domain-based network that serves over 150 users
within the campus lab environment. Some of my key responsibilities are as under:
• Manages, coordinates, and processes network and application end-user access addition, change, and
removal requests. Manages and coordinates, IT audit requests. Initiates and manages the semi-
annual user access reviews.
• Processes purchase orders for hardware and software items. Ensures the accuracy of IT supplies and
equipment purchase order receipts. Initiates and coordinates new vendor setup. Tracks spending
against both the IT capital and operating budgets. Performs a quarterly budget review with IT
management. Maintains and updates contracts within SharePoint.
• Creates on-trend phishing campaigns and sets up specific training for higher-risk users. Conducts the
annual October Cyber Security campaign to build awareness and knowledge. Works with CI to
upload annual IT Training for office and plant employees.
• Conducts IT onboarding for all new office employees. Provides continual training and support to end
users as required. Is the IT subject matter expert on certain applications. Assists the IT team with a
variety of administrative tasks.

EDUCATION AND TRAINING

1 JUN 2022 – 26 AUG 2022 Faisalabad, Pakistan
APPLE MACOS AND IOS SYSTEM ADMINISTRATION Udemy.com
Website https://www.udemy.com/

1 AUG 2017 – 4 APR 2021 Lahore, Pakistan

Master of Computer Science - MCS Virtual University of Pakistan Lahore
Address M.A Jinnah Campus , Mohlanwal Road Lahore Punjab Pakistan, Lahore, Pakistan Website https://
www.vu.edu.pk/

1 JUN 2020 – 29 JUL 2020 Pakistan

INTRO TO CYBERSECURITY G 5-1 Cisco Networking Academy
Website https://www.netacad.com/
1 MAR 2020 – 7 JUL 2020 Lahore, Pakistan
INTRODUCTION TO CYBERSECURITY Cisco Networking Academy
Website https://www.netacad.com/

1 JAN 2015 – 10 MAR 2017 Multan, Pakistan

Bachelor of Arts - B. A Baha ud Din Zakaria University Multan
Address Chak Number 30/11-L Tehsil Chichawatni District Sahiwal, 57200, Multan, Pakistan Website https://
www.bzu.edu.pk/

18 AUG 2014 – 19 OCT 2014 Lahore, Pakistan

CCNP University of Engineering & Technology Lahore
Website https://www.uet.edu.pk/

23 JUN 2014 – 23 AUG 2014 Lahore, Pakistan

CCNA University of Engineering & Technology Lahore
Website https://www.uet.edu.pk/

1 JAN 2011 – 31 DEC 2011

Server Installation & Configuration Aims Collage of Commerce & IT Kamir

1 JUN 2010 – 30 AUG 2011 Chichawatni, Pakistan

CA&DBMS Computer Application & Databases Management System Vocational
Training Institute Chichawatni
Address Govt Degree Collage road Chichawatni Punjab Paksitan, 57200, Chichawatni, Pakistan Website https://
www.pvtc.gop.pk/ Field of study Computer use , Database and network design and administration

1 APR 2009 – 10 AUG 2010 Chichawatni, Pakistan

Faculty of Arts – F. A Board of Intermediate & Secondary Education Multan
Address Chak Number 30/11-L Tehsil Chichawatni District Sahiwal, 57200, Chichawatni, Pakistan Website https://
web.bisemultan.edu.pk/

1 JUL 2005 – 7 APR 2007 Chichawatni, Pakistan

Matriculation in Science Board of Intermediate & Secondary Education Multan
Address Chak Number 30/11-L Tehsil Chichawatni District Sahiwal, 57200, Chichawatni, Pakistan Website https://
web.bisemultan.edu.pk/

1 MAR 2022 – 14 MAR 2022 Faisalabad, Pakistan

MOBILE DEVICE MANAGEMENTS + OS DEPLOYMENT Manage Engine Endpoint Central
Website https://www.manageengine.com/products/desktop-central/

1 JAN 2023 – 31 JAN 2023 Faisalabad, Pakistan

TECHNICAL SUPPORT FUNDAMENTALS Coursera
Website https://www.coursera.org/

1 FEB 2023 – 4 MAR 2023 Faisalabad, Pakistan

THE BITS AND BYTES OF COMPUTER NETWORKING Coursera
Website https://www.coursera.org/

1 APR 2023 – 11 MAY 2023 Faisalabad, Pakistan

PROJECT INITIATION: STARTING A SUCCESSFUL PROJECT Coursera
Website https://www.coursera.org/
LANGUAGE SKILLS
MOTHER TONGUE(S): Panjabi; Punjabi Urdu
Other language(s):
English

Listening B2 Spoken production B2

Reading B2 Spoken interaction B2
Writing B2

Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user

DIGITAL SKILLS
Microsoft Office Microsoft Word Microsoft Powerpoint Outlook Google Drive Skype Microsoft Excel
Technical Support. Remote Support Tools ConnectWise Control Asset Allocation Asset Information
Management (AIM)

ADDITIONAL INFORMATION
Honours and awards
22 JUL 2022 Daraz | Alibaba Group
Go That Extra Mile Certificate of Appreciation for performing "Go That Extra Mile"

5 JAN 2023 Daraz.PK

Exceptional Performance in 11.11 Sales 2022

Daraz.PK
Certificate of Apprication – Daraz.PK Write here the description...For Performing Exceptionally well in
quarter 1 FY 23

Projects
6 AUG 2019 – 7 APR 2021
IoT Based Home Automation System This system was used to control connected home appliances over
the internet.

1 NOV 2020 – 10 NOV 2020

Warehouse Operations Installation of IT infrastructure on Start-up of Daraz Faisalabad Warehouse

10 NOV 2020 – 31 DEC 2020

Digital Transformation Transformation of Google workspace to Alimail (Alibaba Email Platform)

1 NOV 2020 – 31 DEC 2020

Team File Migration Migration of G-Drive Data to Team File due to switch from google workspace to
Alibaba ecosystem.

1 JAN 2021 – 31 MAR 2021

Enterprise OS Implementation
Migration of Daraz users from normal Windows to Alibaba Enterprise OS

4 JAN 2021 – 30 JUN 2021

Manage Engine Desktop Central Configuration of Client machine to MEDC Server for smooth
management and reporting on a single platform.

1 APR 2021 – 30 JUL 2021

ConnectWise Control Configuration of Client machines for Remote Management Tool ConnectWise for
providing remote support
around multiple countries.

1 MAY 2021 – 30 JUN 2021

IT Asset Audit Audit of IT Assets for PAN Pakistan to get the consolidated data about the EOL assets and
the health of IT devices.
1 JAN 2023 – 30 APR 2023
Digital Transformation Digital Transformation of Alibaba Official Platform to Google Workspace

1 MAY 2023 – 30 JUN 2023

IT Asset Tagging Tagging of Daraz IT Assets for tracking and record of IT devices.

1 APR 2023 – 15 JUL 2023

Digital Transformation Ding Talk - IDingTalk Migration of Daraz Pakistan users from DingTalk to
iDingTalk

1 SEP 2023 – SEP 2023

IT Asset Audit Audit of IT Assets for KLI locations to get the consolidated data about the EOL assets and
the health of IT devices.