Mohammed Abdul Azeem Qureshi

About the Candidate

WORKED FOR Tech Mahindra

Role: As Senior Analyst from 18th May-2022 resigned on 16th of June 2023

Client: Microsoft

Responsibilities:

•      Handling tickets for the issues reported by Flip users.

•      Help users with questions regarding access to the Flip application.

•      Explain to the users about the latest update on the Flip application.

•      Troubleshoot on user issues remotely.

•      We use Dynamics 365 as our ticketing tool.

•      We communicate with our business leaders in meetings to discuss the ongoing issue and try to get a fix and help our Flip users on the same.

WORKED FOR Wipro Technologies Pvt. Ltd on the payroll of Pyramid IT Consulting Pvt. Ltd (Worked as a contractor)

Designation – Team Leader

Project – Change Health Care From- 3rd of April 2019 resigned on 30th of April 2020

Responsibilities:

•      End-to-end troubleshooting for Change Health Care.

•      Helping users with Outlook issues, Application downloading, troubleshooting for applications, troubleshooting printers, Driver installation, and Mapping Printers.

•      Helping users to connect through VPN and help user to go online wireless

•      Handle tickets assigned to the team and team mailbox while maintaining SLA.

•      Provide on-the-job training and support to new hires.

•      Co-ordinate with different teams on Application deployment to identify possible issues.

•      Educate users about Weekend server maintenance via an email notification.

•      Update and review knowledge base as per requirement.

•      Responsible for Mapping shared drives/Printers.

•      Monitoring the volume of Incidents and incident resolution.

•      Hardware and Software troubleshooting.

•      Laptop upgrades.

•      Installed and configured an Active Directory Domain Controller.

•      Resetting passwords, and unlocking accounts in Active Directory.

•      Managing groups and user accounts.

•      Creation of Email IDs and adding the required users to the distribution list.

•      Installation and troubleshooting of SCCM, O365, VPN, Bit locker.

•      Providing client support and technical issue resolution via E-Mail, phone, or through Remote assistance.

•      CISCO WEBEX meeting assistance and troubleshooting.

•      VPN Client / Wi-Fi Configuration and troubleshooting.

•      Supporting RSA and DUO Emails, VDI, VMware server, and Directory services for Global users.

•      Responsible for mentoring and training newly joined team members.

•      Troubleshooting for Skype for Business.

•      Handle all major escalations and ensure a speedy resolution.

Platform:

WINDOWS troubleshooting, SCCM, MSOffice troubleshooting, Network Monitoring, Network troubleshooting, Print management, Active directory configuration, call handling, worked on service requests and major incidents, worked on Salesforce ticketing tool, Service Now Ticketing tool.

WORKED FOR IBM Pvt, As a Service Desk Associate (From 6th May 2015 resigned on 1st Dec 2017)

Role: – Service Desk Associate for 30 Months

Responsibilities:

•      End-to-end troubleshooting for IBM client Hartford Insurance.

•      Helping users with Outlook issues, Application downloading, troubleshooting for applications, troubleshooting printers, Driver installation, and Mapping Printers.

•      Helping users to connect through VPN and help user to go online wireless and

•      Handle tickets assigned to the team and team mailbox while maintaining SLA.

•      Provide on-the-job training and support to new hires.

•      Co-ordinate with different teams on Application deployment to identify possible issues.

•      Educate users about Weekend server maintenance via Email notifications.

•      Update and review knowledge base as per requirement

•      Responsible for Mapping shared drives/Printers.

•      Monitoring the volume of Incidents, Incident resolution,

Additional Activities

•      User Setup – Added user I.D.s; set-up printers; Lotus Notes I.D. or Mobile; Internet/Proxy server data directories; special software, etc.

•      First level administration on VMware- vsphere 4.0 & ESX 3.5 VI client

•       Exposure to virtualizations and Installation of the VMWARE Machine on CITRIX (XenApp-   server)

•      Installation of the software and software push to End users on to the VMware Workstations

•      Supported all remote offices and home-based users using NetMeeting, and Avaya VPN.

•      Experience in MTE Incident management for Incident logging.

•      Responding to mails or calls made to the Service Desk or Specialist Support Team on time, to ensure timely resolution of the event pending Incidents, complaints, communications, and escalations, routing the requests to the Specialist Support Team.

WORKED FOR SITEL INDIA (P) LTD

Role: – CSP for ISP (EARTHLINK) for 24 Months

(Joined on 3/January/2013 & resigned on 13/January/2015)

•      Handling customer for ISP Support

•      The clients we support are Time Warner Cable, Comcast, Bright House Network & Verizon as they are the leading ISPs in the Entire USA.

•      Promoted to senior customer services executive within 6 months of joining the company.

•      Help & support newly hired team members within the lob

•      Proactively search for opportunities to improve the performance of the team

•      Top Salesperson in the team for the quarter

•      Ensuring customer satisfaction & customer delight & give 100 % on every call

•      Active participation in training conducted by the QA & TL to ensure 100% quality for the team

•      Worked as a support staff in the absence of a supervisor as per the advice of the Team Lead