Mohammed Fahad

Hyderabad Phone: (- ,- FAHAD MOHAMMED IT HE LP DESK EXECUTIVE Ti er 1 Help Li nes  Techni cal Support  User Traini ng  So ftware/ PC/ LAN Tro ubl esho oti ng  Enthusiastic Help Desk professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of web applications, software, and framework.  Prov en success working in high-volume, 24x7 technical contact centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.  Consistently praised for communicating effectiv ely with both technical and no ntechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users. Areas Of Expertise Technical Troubleshooting Hardware Configurations Offshore Team Collaboration Software Installs LAN Connectivity Problem Diagnosis Phone & Online Support Client/Serv er Models Prev entive Maintenance User Training/Support Customer Service Complaint Handling Professional Experience Currently working in an MNC at Hyderabad, India as a Service Desk Engineer – Level II , 01/2016 – Till date Highlights:  Hands on technologies such as Activ e Directory, Exchange, RDP, LMI, Symantec, Sophos, Service now, sysaid, Cisco CUCM, LS, VMW ARE, Tableau and other internal IT tools. W orking with different teams across the globe in different time zones to serv e employees. Assisting HR’s with new hire’s on boarding process by organizing, maintaining and customizing all their IT needs. Maintaining databases related to all the IT resources regardless of them being software or hardware t o decrease the overall expenditure inv olved. Following guidelines set by management i.e., SLA’s to resolv e issues in an efficient manner. Critical thinking when it comes to security aspects of anything that is done on the network. Quick response to issues that need to be dealt on priority be it on site or over other communication mediums such as phone, Skype for business, Cisco Jabber or E-mail. Playing an imperative role in projects related to maintaining and updating IT assets. Leading and assisting in pr ojects related to new installations or upgrades to infrastructure. Prominent role in improving the use of password management utility by employees. Educating and discussing different opportunities of improvements to serve employees better. Lead and created many knowledge based articles that assist new comers in IT to refer and resolv e issues faster and sometimes also are used by employees to self educate. Escalate cases ASAP if it’s out of reach of our teams support with accurate documentation. Trained new comers to use IT tools and elaborated on different aspects of the company policies and their applications to maintain constant positive image of IT helpdesk team. Cleared all security threats either that come through websites, E-mails or other mediums. Dell International Services — Hyderabad, India CLIENT TECHNICAL SUPPORT ASSOCIATE , 08/2013 – 01/2016 Highlights:  Working remotely on computers when concerns are related to data backup, v iruses and other general concerns. Remote Desktop support using software like Citrix’s GTA, ammyy and Team Viewer. Data backup using OEM backup software’s and Nativ e windows backup systems. Troubleshoot Home Group related issues with windows OS.  Following, Improv ing technical and process knowledge base to troubleshoot, isolate and resolv e issues in quick successions. Helping in maintaining data related to team’s improvements. Creating, analyzing and maintaining report related to team performance. Sending data related for production improvement on daily basis. Playing a prominent role in reaching the goals assigned by the business both at team level and organizational level. Isolating and resolving all hardware and software problems. Following up on cases both via E-mail and phone support to make sure a resolution is given. W orked with printers such as Dell, HP, Canon and Epson. Isolating and dispatching replaceable Hardware parts to service technicians.  Communicating details for better and quicker resolution to the 3rd parties to resolv e issues much faster. Giv ing resolution to almost all 3rd party software and hardware related problems. Precise, crisp and accurate documentation of cases. Microsoft Office Installations, working with all office products from 2003 to 2016. Resolving all software compatibility concerns with windows computers. Earthlink (6TH LARGEST ISP OF UNITED STATES) at SITEL INDIA— Hyderabad, India Customer Service Professional , 06/2010 – 11/2011 Highlights:  Help in resolving almost all concerns related to E-mail clients. Outlook-, Total Access, Thunderbird, Eudora, Incredimail and Mac Mail. W orked on dialup, Cable, DSL and ADSL connections mode’s. Adapted to work in rotational Shifts without weekend week off’s. Home Networking related support to configure, troubleshoot and support almost all third party routers. Troubleshoot and fix, Internet related queries. Supported in Configuring E-mail clients on Smartphone’s. Complete E-mail troubleshooting relating to online E-mail and E-mail Clients. Worked with different models of Modem’s, routers and network cards.  Worked on most of third party software’s that help in smooth functioning of the computer.  Knowledge of Norton’s Security Suite v ariants such as N360, NISC and NAV.   Fix most of the Operating system related issues. Windows XP, Vista, 7 and Mac OS X+. Complete and accurate documentation of cases.  Handling basic concerns related to payments and refunds.  Up selling software’s for improved performance of PC’s and Laptop.  Supporting OS’s such as Macintosh, Ubuntu and other v ersions of Linux at minimal lev el.  IT FORTE   Installing, configuring and troubleshooting all Windows OS 95, 98, NT,’00, XP, 7, 8, 8.1 and 10. Configuring and troubleshooting all Macintosh operating systems.  Working on different types of OEM tools, their recov ery software and drivers on all OS.  Worked with many tools to resolve major OS concerns such as sysinterals, Nirsoft and many more.  Resolving all networking related queries TCP/IP, W AN, LAN, NAT, W ES, W PA, W PA2.  Email Clients configuration and setup on all devices.  Beginner’s knowledge in MAINFRAME, W indows Servers, Citrix XEN, MSFT Azure, AWS, CCNA, ITIL, LEAN, DBA, CompTIA A+, SharePoint, MSFT Visio, CSS & Jav aScript, HTML, SIX SIGMA&SAP. Core competencies  Exceptional customer service skills   Prov ides consistent leadership Prov ides technical expertise to team members  Strong troubleshooting and problem-solving abilities  Extensiv e knowledge of hardware software operating systems Service Desk tools and Remote Access  Ensures deadlines are met  Completes all documentation on a timely basis Education Credentials OSMANIA UNIVERSITY – Secundrabad, INDIA Masters of Business Administration – Marketing; 2016 SYED HASHIM COLLEGE OF S&T, JNTUH — Hyderabad, INDIA Bachelor of Engineering – Electronics and Communication; 2013 Personal Details    Hobbies: Learning new technologies, my work, swimming and cycling. Languages Speak: Urdu, English, Hindi & Telugu Relocation Av ailability: As per the employer flexibility