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Desktop Support Software

New Delhi, Delhi, India
January 30, 2018

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Abdul Rehman

***-*, *** *****, **** No. **,

Zakir Nagar, New Delhi –110025


Phone No. : +919*********

E-mail :

Personal Data

Date of Birth : 17-07-1981

Father’s Name : Late Zafar Ahmed

Gender : Male

Nationality : Indian

Marital Status : Married

Permanent Address

C/O Bustan Bakers,

1-Turner Road,

Clement Town,

Dehradun, Uttarakhand.

India - 248002


Looking forward to join a dynamic organization which has ample Opportunities and scope for learning and career advancement through result oriented means in the field of Information & Technology.


More than 10 years of experience in IT Industry with rich experience in SCCM 2007 and SCCM 2012, Blackberry and Desktop Support handling Asian, US and UK clients.

Professional Experience

CSC India Ltd. (current since Feb-2010)

Currently working as a System Administrator (SCCM).

Core Competencies :

Software deployment via SCCM 2007 and SCCM 2012.

Experience in workstation patching.

Hands on Operating System Deployment.(Basic Knowledge)

Hands on experience in migration from SCCM 2007 to SCCM 2012.

Familiar with SQL queries to fetch the critical data from database.

Document, track and determine priority of reported errors\issues.

Resolve errors at client side in the production environment as having Strong analytical and troubleshooting skills.

Coordinate and work with co-workers on challenging issues.

Significant experience in gathering, creating, documenting and analyzing requirements and creating and executing steps for implementation.

Verify ongoing production processes and keep a check on them.

Providing reports to Managers\Supervisors as and when needed.

Coordinate with clients for approvals on different Software deployments etc.

Basic knowledge of VMWARE technology.

Job Responsibilities - Past 5 years in CSC as a System Admin (SCCM) :

Managing SCCM infrastructure for Manulife Account spread over10 countries with a client count over 14000 machines.

Manulife account had been struggling with low compliance. I along with other engineers observed / tracked down the issues and resolved 90% of them with 100% assurance that they would not occur again.

Assisted support teams on packaging and release management best practices.

Developed and managing process to patch and support nearly 14000 clients using Software Updates Management in SCCM 2007 and in Configuration manager 2012.

Documented processes and procedures in an effort to enhance efficiency across the team. Updated old documentation to be more in-line with new versions of operating system and processes.

Worked as a SCCM L2 for Via travels (Via Egencia- Norway) account and managed it single handedly.(Client count over 2500)

Improved the patching and software compliance percentage.

Currently working in a New Account – Vattenfall (Sweden) as SCCM L2.

Vattenfall has client count of over 30000 where in I along with 2 more engineers are responsible for Software deployment and Patching of client Machines.

1st Two years in CSC:

Hands on experience of Blackberry Enterprise Server version 5.0.3 with MS Exchange platform.

Provided Blackberry hand held support for 4000+ Blackberry users.

Provided Level 2 support, including Provisioning, administering, troubleshooting & resolution of reported incidents and other requests for Blackberry Devices.

Trained co-workers on Blackberry issues.

Diagnosing and resolving end-user problems including: recognition, isolation, research of software/hardware errors/features if required and problem resolution. Creating tickets and assigning it to the appropriate groups using Remedy as a tool. Using remote tools to fix user’s issues.


Effective Communication skills.

Strong work ethics.

100% Customer focused.

Effective team player and Self-learner.

Technical Qualification :

PGDCA from Jamia Millia Islamia University, New Delhi.

Pursued Hardware and Networking course from Don Bosco Technical Inst., New Delhi.

Microsoft Certified Professional. (Windows 7 installation and configuration)

Dell Trained Professional.

ITIL Certified.

Job responsibilities in HCL Comnet (April 2008 till Jan 2010)

Worked as a Service Desk Analyst Handling Day to Day Operation issues faced by users in AON account based out in US (Houston).

Worked on Internet, MS outlook, Lotus notes and Operating System related issues.

Job responsibilities in Dell (January 2007 till Aug. 2007) and Convergys (April 2004 till October 2006)

Installation of Operating Systems (Windows XP\Win 7).

Hard disk partitioning and formatting and installing required software.

Maintenance of small office and home Network.

Troubleshooting of Internet connectivity problems.

Assisting Customers in replacing Hardware components over the phone.

Awards & Achievements :

Was awarded Comnet Jewel award for excellent performance in HCLComnet.

Was awarded CSAT champ award for best CSAT in HCLComnet..

Cross Trained for Windows 98 and Windows ME.

Special Award for Customer Satisfaction (AGENT CERTIFICATION LEVEL 1).

Was part of UK TEAM which achieved its targets for consecutive 12 months (a great achievement for the MICROSOFT UK PROCESS ever).

Best Trainee Award in Dell International services.

Exceeded in all parameters in CSC India for the FY 2011-12, FY 2014-15, FY 2015-16 and FY 2016-17.

After performing well in past years was moved to SCCM team as a Career Advancement.

Continuous appreciation from Supervisors and Clients working as an SCCM admin.

Educational Qualifications :

Passed PGDCA from Jamia Millia Islamia College, New Delhi, India.

Passed B.Com from DAV (PG) College, Dehradun, India.

Passed XIIthClassI.C.S.E Examination from “Hilton’s School”, Dehradun, India.

Passed XthClassI.C.S.E Examination from “Hilton’s School”, Dehradun, India.

Personal Attributes :

Hardworking, Honest and always willing to learn new technology.

Place: New Delhi, India.

Date: January-2018 Abdul Rehman

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