Customer Service Active Directory

RESUME

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Mohammed Obaid Al Quasim

House # 10-2-318/1/107/1,

Vijaynagar Colony,

Hyderabad - 500 057

E-mail: *********@*****.***

India.

Phone: +91-994*******

Career Objective:

Looking forward to join a progressive organization where I can pursue a

successful career by utilizing my skills and abilities to the maximum

extent with full potential.

Educational Qualifications:

Exam Institute Board/university Year study

MBA MRM institute of Osmania University 2009-2011

Management

B.COM New science degree Osmania University 2005-2008

college

Intermediate Government junior Board of Intermediate 2002-2005

college, Nampally

S.S.C Tulasi High School SSC 2000-2001

Experience :

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Working in IBM India Pvt. Ltd since 22 Oct 2010.

The current role is a Windows Systems Administrator.

I started working in IBM as Senior Technical Support Associate.

Windows System Administrator Responsibilities:

StateStreet Corporation is a US-based international Financial services

holding company. IBM Supports its IT infrastructure. State Street is

organized into three main divisions. The Global Services business, Global

Advisers and Global Markets business.

Support Windows 2002/2003/2008 servers .

Administration, Configuration and implementation of Windows 2000/2003/2008

in large enterprise with 8000+ server and VM administration.

Manage & Monitor Servers systems in the organization, also deals with

operating system, Virtual Servers, Blades and Backup.

Working on Server issues using remote control tools like Remote Desktop,

Remotely anywhere, Insight Light Out (ILO). V sphere (Virtual machine).

Server build and installation and configuration of windows servers

.

Patching of the all windows based servers.

Ability to multitask and work in a fast paced environment.

In charge of Servers hardware installation and configuration, Application

installations, upgrade and maintenance.

Restarting services on servers and change the service start up tyoe if the

service did not start and if the server owner wants us to change the start

up type to manual, automatic or disable the services.

Working with HP Vendors for any hardware replacement in servers with HP

Cases.

Vendor coordination and escorting of server hardware issues.

Providing the application, system and security logs to the client when

required.

Expansion of drive capacity from VM.

Expansion of RAM from VM.

Working on OS and Non-OS drive space issues, services and high CPU

utilization issues.

Knowledge in Active Directory. Able to manage user & group accounts. Also

able to

manage the user properties effectively.

Knowledge on Active Directory, Domain Controller, DHCP, DNS, Permissions

and

RAID's.

Knowledge on Server Commission and Decommission activities.

Working on changes (SRM) and emergency break-fix issues.

Providing RCA ( Root cause analysis) on the major incident tickets.

Can deploy patches/service packs / hot fixes on servers using Auto deploy &

Tem tool.

Knowledge on VEA replication links from primary to secondary servers.

Unlocking the shared files as requested by the users and killing the users

who are in disconnected status (Inactive) on the server.

Any modification of files and folders as requested by the Client is be done

by taking backups.

Troubleshooting printer issues on the server.

Giving training to the new employees.

Knowledge on ITIL v3.

Senior Technical Support Associate Responsibilities:

Provide support to our corporate customers and IBM technical personnel on

multiple products in high Volume through high availability product

environments. Create Incident Management tickets in IT Portal (Ticketing

Tool) and follow up with owner groups.The job role requires us to work on

the Citrix Environment, Active Directory, and Mainframe sessions.

Try exhaustive troubleshooting through remotely logging into the End User's

system using the Carbon Copy Remote Session, for issues related to:

MS Office 2007,

Application Specific issues,

Application access issues,

Active Directory,

Mainframes,

Rightfax,

Printer installations

VPN troubleshooting,

Lotus Notes,

Black Berry Enterprise Server (BES),

Good Mobile technology,

Citrix Applications,

Mapping Network Drives to a Client's system if he has enough access

granted.

Besides, we also identify/recommend updates to the Knowledge Based systems

and maintenance packages.

The Work Profile also entrusts us with the responsibility of putting our

discriminative skills on display by raising high severity incident tickets

as per the individual understanding and circumstances to the precise groups

and follow up to avoid Re-Work.

Sitel India Private Limited.

Worked With Sitel india, as a Customer Service Representative for the

tenure of 22 months.

Job Responsibilities:

Worked closely with other Sales Team members to provide a high degree of

attentive, professional service.

Deal directly with customers by telephone, electronically.

Respond promptly to customers enquiries.

Handle and resolve customer complaints.

Obtain and evaluate all relevant information to handle enquiries and

complaints.

Process orders, forms, applications and requests.

Direct requests and unresolved issues to the designated resources.

Keep record of customer interactions and transaction.

Communicate and coordinate with internal departments.

Follow up on all customer needs and requests.

Identified new opportunities for extending services & solution.

Strengths:

Excellent team player with an analytical approach in problem solving with

utmost optimism

Zeal to learn in persistence.

Working in an extremely competitive atmosphere with consistent achievement

for set goals.

Good interpersonal skills.

Personal Profile:

Name : Mohammed Obaid Al Quasim

Sex : Male.

Father's Name : Mohammed Anees Jamal

Languages : English, Hindi,Telugu

Marital status : Married.

Data of Birth : 24 Feb 1985

Declaration:

I here by declare that above information and particulars are true and

correct to the best of my personal knowledge and my belief.

Place: Hyderabad

Date:

(Mohammed Obaid AL Quasim)

Contact this candidate