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Engineer Desktop Support

Raleigh, North Carolina, United States
February 23, 2018

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Abdul Jalal Mohammed

**** * ******* ** ******* NC, 27607.



To obtain a position as an IT Support/ Help Desk / End- User Support/ Desktop Support Engineer in a challenging environment that utilizes team-work effort for researching, learning and developing new high-tech products.


Technical Certification: MCSE2000, Upgrade MCP2016 Huawei Corticate Networking

Hardware: desktops, laptops, printers, projectors and Telepresence connective



Database: Oracle, Ms office Testing Tools Manual

Platforms: Microsoft Windows® XP and Microsoft Windows 7 Windows 2003 Server.

C, RDBMS Lotus Notes Outlook and GUI Base SAP


Project 1: PC Technician / Desktop Support from Aerotek -Flextronics Company (IBM Project Company Size Small 250 Employees) Branch office Morrisville 1000 Aviation Park NC. March 2017- Present.

Daily Handle the calls around 25 from end -users over the Phone and resolve the IT resolve the issues with in time frame.

Worked the Help Desk providing PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades.

Installed Windows XP/Vista/7 and Server 2008 R2

Trouble all the Hardware and software’s issues

Trouble shoot all types of laptops and desktops such as Lenovo T440, T410, X240X201and T440p, HP 640,840, Zbook15, Dell E5440, E5540 many more.

Repair and replace the laptops parts HDD, Memory

Installation and configuration OS such as Windows 95, XP, Win7 and 10 as per Customer requirement.

Installation and configuration HP Printers.

Installation and configuration OS &software’s and Antivirus such as MCA, MS office 2003,2007 2013 as per company std.

Erasing the old data from iPhone and re configuring by using software SAP GUI client

Knowledge of Sap GUI client.

Inventory of Warehouse by using Sap GUI client Warehouse Module.

Follow the work instruction from IT Supervisor and complete the task on a time as per company policy.

Project 2: IT Desk Top Support Cum End –User Engineer Project March2016- August 2016.

Deloitte Consulting MilCorp (Company Size 50 Employees)


IT Support to a resolves all IT related End-users issues successfully.

The Handle the call from users and resolve the issues over the telephone maximum

Support the users remotely from company Such as Microsoft tools remote desktop.

Installation and configuration OS and Soft ware’s successfully

Replace parts and troubleshoot the issues types of laptops and Desktop such as (Dell 630 6410,6400,6410 HP, Lenovo T410.T420 x240and T440).

MS office3 issue will solve successfully such as MS word outlook 2007 and company software upgrade

Handle the laptops desktops and printers all the models such as HP, Dell D630 E6410 and 6400 Lenovo T410,420 440 x220

Follow up the company IT Supplier every alternate day over a telephone and e-mails and updates the records in Spread sheet and e- mail to a IT Manager for Updates.

Handle the IP Phone minor issues.

Installation and configuration of printers.

Creating the users and Password for domain, Trouble shoots all the IT related of End-users issue successfully and resetting the domain password.

Project 3: IT Engineer / Desk Top /Help Desk. End –User Engineer Sept2010- sept 2015

Huawei Telecom Technology Ltd MNC Company (Company Size 2000 Employees).


Around 2000 employees in our Huawei Company, so we support to end users and resolve all IT related issues successfully

Daily handle the calls from Users f IT technical support around 45 to 50 over the Phone all issues IT

Closed 90% of trouble tickets on the first call without escalation. Achieved a user satisfaction rating of 4.0 consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.

Installation and configuration and troubleshooting of company software such as Outlook, W3 Lotus note client base 8.0, MS Office, Specs CPM, and Symantec Antivirus.

Support users to solve the IT issues about software troubleshoots by using Remote Desktop Application through Windows

I have full experience of IT help desk, End users, Desktop and Server and NT Printer (HP brands and Multi Printer All in one Ricoh) configurations and little experience of E-print install to a server

Installation, Configuring & Troubleshooting of Client Operating Systems like Windows

experience working with ticketing system Such as software tools HP ITSM & Remedy

Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions.

Installation OS and maintenance 2003 and 2008 server

Installation and Configuration of Active Directory Services,

Creating Users and Group Policy by using ADS Admin tools.

Troubleshoot problems reported by users.

Monitor networks to ensure security and availability to specific users.

administer servers, desktop computers, printers, routers, switches, firewalls, phones and Configure Company std software’s outlook email also configure Smart Phone configure as per IS Policy.

Installation, Configuring & Troubleshooting Computer Peripherals, Printers, all types of HP model and Ricoh all in one & install standalone PC and install software and configure IP Address to a Network Printer Successfully Software

I am completely responsible for all laptops desktops and printer (Lenovo, Dell HP, Ricoh and HP Printer Models) hardware repairs and maintenance.

Installation and configuration all Huawei IP Phone to all End users. Follow up with customers to ensure issue has been resolve issues

Follow up with supplier through a telephone and E-mails until resolve the issues.

Responsible for telepresence rooms to booking meeting and trouble shoot of any software’s issues such as to configure and maintain the terminals connect other end of successfully by typing pass code or terminal number.

Project4: IT Desk Top / End –User Engineer June2008- Aug2009 Marafiq Water and Power Company Jubail KSA


Remote user support and software installation by using Remote Desktop

Solving issues in laptops and desktops

Installation, Configuring & Troubleshooting of Servers and PC’s

Installation, Configuring of company Std software’s MS Office 2007, SAP basis client MCA Antivirus 8.0

Installation, Configuring & Troubleshooting Computer Peripherals, Printers, Configuration and maintenance of Microsoft 2000 and 2003 server

Preparing weekly reports and submitting to the higher authorities

I Handle the maintaining and monitoring all the server rooms.


BSC Bachelor of Computer Science from Osmania University Hyderabad – india

PGDCA Post Graduate diploma in Computer Science (Information Technology IGNOU-India.

ADCA Advance Computer Application (Information technology IGNOU -India.


Desktop Support.

Operating Systems

Server Maintenance


References will be given as per require.

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