Abdul Mohammed

ad2vy3@r.postjobfree.com

Fuquay-Varina NC 27526.

Professional Summary:

Highly motivated and Networking certified professional having experience working as an IT Support/ Help Desk / End- User Support/ Desktop Support Engineer in a challenging environment.

Experience and knowledge of Remedy, ServiceNow HP ITSM.

Installation and Configuration Windows OS 10, 11 Home/professional.

Installation and configuration of OS patches, Antivirus End Point Symantec and MCA antivirus, and Office 0365 to a client or server.

Computer Hardware & NT skills:

Technical Certification: MCSE2000, Upgrade MCP2016, Huawei Certificate Networking

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

Networking: LAN/WANs DNS DHCP TCP/IP.

Platforms: Microsoft Windows® XP and Microsoft Windows 7/10 Windows 2008 Server.

Ticketing Software:

More than 7 years’ Experience and knowledge Ticketing Tools Such as Service Now, HP ITSM and Top Desk and Remedy.

Software Skills:

Backend Oracle 8.0, SAP GUI Front-end base, Testing tool Manual C, RDBMS Lotus Notes Outlook. and GUI Base SAP, Slack, Okta Zoom, Escape, Microsoft Team, and Net meeting. Browsers: Google Chrome, I.E., and Microsoft Edge Google Sheet .

Education:

BS Degree in Computer Science

Osmania University Hyderabad-India

IGNOU - New Delhi -India

PGDCA in Computers

Professional Experiences:

Iron System LCC TCS- McKesson Cooperation - Cary NC OCT2023- Present

Job Tittle: IT Desktop Desk Side Site &services L1 and L2 End-User Support (On -Site).

Responsibilities

In Daily Around 15-18 call s attempt from End user about IT related issues through Phone, MS -team and Emails.

Addressing user tickets for issues regarding hardware, software, and networking Through Service Now Ticketing tools.

Assisting customers through installing applications and computer peripherals

Providing technical support either by visiting on-site or through remote-access systems.

Providing IT networks and customer services to users inside and outside the company

Guide users with step-by-step instructions to resolve the issues.

Customising the desktop applications as per the needs of users and clients.

Advising on software and hardware upgrades.

Maintaining a log of job tickets and maintenance tasks

Desktop Support engineer is responsible for troubleshooting the issues that appear on the company’s network. They resolve the issues of the clients with their knowledge of hardware and software applications.

Co-ordination with engineers and user.

Providing desk side support for local users and remote assistance for users.

Monitor, track and respond to customer satisfaction survey responses.

Should be good in Windows Support, Outlook Support, Active Directory, DNS, DHCP.

Should have good knowledge into Hardware Support (Printer, System Assembling and Disassembling)

OS Troubleshooting, Outlook Troubleshooting and Configuration

Wiped Hard disk and Company Asset through Killed disk Application.

All IT Inventory will be done by using Service Now Appl, Hardware Asset Such as deployment, Refresh PC assign to new users Transfer Order Asset and Disposal Asset and return to Company HQ depot after Successfully done.

Daily 8 – 10 Tickets Complete depend upon Priority of issues if Minors Medium and Urgent by using Service Now tools.

Knowledge and experience in ADS Azure Cyber ARK Software Centre

Installation and Configuration RSA, Apple iTunes through web browser Microsoft edge and Google Chrome

Excellent Teamwork and Good Communication and Technical skills

Bridge call to Level L3 Support for Servers or any Switch and AV Conference room to resolve the Issue within a Time frame (Zoom Room\meeting room).

Follow up the Supervisor and Line Lead instruction.

(USG) -Kellogg’s On site July2023- Sept2023

Job Tittle: IT Desk Side Site and End-User Support.L1 and L2

Job Responsibilities

End User Support through Email, Chat and MS-team and resolve the IT minor Issues within a time frame.

IT Software and Hardware Desk side Trouble shoot Laptop and Desktop (Lenovo Models).

All Leneva Models T490S and T14 Model Imaging through Bootable CD.

Resolve the issue through Ticketing Tools Service Now an average 10-12, it is completely dependent on Issues.

Maintain daily performance of computer systems.

Creating User, Modify, and updating the patches by using System Admin rights.

Reset the user’s Password through the ADS account,

Installation and Configuration of Local and Network Printer.

Should be good in Windows Support, Outlook Support, Active Directory, DNS, DHCP.

Daily 8 – 10 Tickets Complete depend upon Priority of issues, if Minors Medium and Urgent by using Service Now tools

Contacting the vendors (laptop, desktop, Conference Phones, and Zooms) through emails and over the phone to follow up on the status of IT devices’ warranty and process as per Company Standards.

Walk the user through the problem-solving process.

Image and deploy workstation.

Microsoft Applications: Excel, Outlook, and Teams

Managed user accounts, permissions, and access rights

through Active Directory.

Installation and configuration of printers and LAN.

Installation of company software as per company policies.

I am, responsible for all Meeting rooms a Conference Phones with vendors and internal managers via conference calls, e-mails, and face-to-face and instant messaging.

Supports tracking and documentation of details of problems, status of service requests, and resolutions.

Troubleshooting company network, and modems.

Creating/deleting accounts, enabling/disabling accounts, adding/deleting menus/security keys, account issue troubleshooting,

Should have good knowledge into Hardware Support (Printer, System Assembling and Disassembling

IP phones troubleshooting, and Cisco troubleshooting.

IT server rooms troubleshoot for IT servers.

Doing Inventory of All IT Hardware, Computers, and server Rooms Devices Working on New or E-waste Such as Switches, Desktop UPS Laptops, and IT Accessories Inventory through by using Google Sheets and sharing with Team and Manager.

Configured computers for deployment.

Before Reinstall or Imaging take User data backup and restore process through 2 Application tools One Drive Nutanix and Dhruva tool.

Follow the Manger’s Instructions and Company Policy Process for Rules to complete * hours Job.

Knowledge and Experience of MacBook User and Application and all HDMI Cables MacBook to Multiport and Hardware cables Laptop charger adaptor 65, 85-Watt reform research on system technology and provide resolution to complex.

Determine support to patch application and timeframe for same and develop appropriate strategies.

Develop complex system standards and recommend improvements to enhance performance.

HCL-NC March-2023- May2023

IT Desktop System -End-User Support Engineer -On Site

•Operate a ticket system, handle tickets escalated by analysts, and escalate infrastructure tickets.

•Document installation and management procedures

•Train computer users

•Maintain daily performance of computer systems.

•Creating User, Modify, and updating the patches by using System Admin rights.

•Reset the user’s Password through the ADS account,

•Installation and Configuration of Local and Network Printer.

•Contacting the vendors (laptop, desktop, Conference Phones, and Zooms) through emails and over the phone to follow up on the status of IT devices’ warranty and process as per Company Standards.

•Walk the user through the problem-solving process.

•Image and deploy workstation.

•Microsoft Applications: Excel, Outlook, and Teams

•Managed user accounts, permissions, and access rights

•through Active Directory.

•Installation and configuration of printers and LAN.

•Installation of company software as per company policies.

•I am, responsible for all Meeting rooms a Conference Phones with vendors and internal managers via conference calls, e-mails, and face-to-face and instant messaging.

•Supports tracking and documentation of details of problems, status of service requests, and resolutions.

•Troubleshooting company network, and modems.

•Creating/deleting accounts, enabling/disabling accounts, adding/deleting menus/security keys, account issue troubleshooting,

•IP phones troubleshooting, and Cisco troubleshooting.

•IT server rooms troubleshoot for IT servers.

•Monitoring all server rooms.

•Resolved post-migration service issues to ensure 100% end-user satisfaction.

•Used a ticketing system through the Top Desk Web browser and Service Know to manage trouble tickets.

• I have knowledge and Experience with ticketing tools are Top Desk, Service Know,

•Maintain IT Inventory

•Communicate with vendors for IT equipment.

•Weekly meeting with the manager and all IT teams through Zoom about Task daily Activities and Challenges if ANY.

•Deskside support physical support for all IT-related issue issues On-Site.

•Desktop administrator provides oral, written, or hands-on support to all hardware, software, and telephone users.

•IP phones vs201 troubleshoot.

Nutanix Computer software company, Durham NC (Around 2000 Employees) Jul 2022 – Jan31 2023

IT Sites Services Support On -Site

Responsibilities

Handle Calls from End users daily an average of 25 over the Phone / Zoom / Slack Chat Application IT Hardware & software troubleshooting issue such as All kinds of Laptops and desktops (Lenovo, Dell, HP).

Knowledge of MacBook Installation and configure Company PS Software through Apple devices.

Installation and Configuration Windows OS 10, 11 Home/professional.

Installation and configuration of OS patches, Antivirus End Point Symantec, MCA antivirus, and Office 0365 to a client or server.

Installation and Configuration of all software including MS Outlook Mobile device Android and IOS Apple.

Experience ZOOM / Telepresence and AV room setup and configuration and troubleshooting issues of all types of AV rooms Crestron UB_C and Crestron Controller and Crestron Display Scheduler at Meeting room door wall Mounted.

Experience and troubleshooting with all types of Conference Phones Such as IP Sound 7000/5000 and Trio 8500/8800 Models.

Experience and Knowledge of DNS, DHCP, and Active Directory Tools and Services 2003 and 2008 Server.

Experience with ADS Users and computers, restrict to the user, modify, and add a user.

Knowledge and experience of Exchange server users and Outlook configuring a profile and installing Outlook through the web or client booking Zoom Meetings through Outlook.

Experience and knowledge of Company std all Software and hardware troubleshooting issue

Knowledge and Experience of Achieve and PST files.

Experience with server rooms Monitor and checking all updates/report to Higher level support Level 3 If I find any Abnormalities in the Router, switches, or Patch Panel in Racks and monitor with UPS Racks and Contact to Supplier vendor to troubleshoot issue Successfully or Escalate the issue Higher Level i.e Level 3 support through email or Slack Channel and cc to Supervisor/Manager

Support the users remotely from the company Such as Microsoft tools remote desktop and Company application via Zoom.

Experience custom configuring and deploying all major network and IT Equipment

Experience and Handle the Tickets SNOW ticketing tools Create assign and track the record through these tools and track and escalate to higher levels every 30 to 45minutes to check any ticket is assigned to me an average per day ticket handle an average of 10, completely depending on Issue and end-user problem.

Knowledge and experience with another 2 ticketing systems tools remedy and ITSM.

Installation and configuration of OS and Soft ware's successfully on all Mobile devices Android and IOS.

BY Using ZOOM Admin Privileges Handle all AV rooms through the web also such as Activation code and Phone Assign a particular Room If any room is offline make it Online.

Installation and Configuration of Local and Network Printers and See the maintenance AMC with Vendor if expire renew the contract as per Company Policy.

Doing Inventory of All IT Hardware, Computers, and server Rooms Devices Working on New or E-waste Such as Switches, Desktop UPS Laptops, and IT Accessories Inventory through by using Google Sheets and sharing with Team and Manager.

Configured computers for deployment.

Before Reinstall or Imaging take User data backup and restore process through 2 Application tools One Drive Nutanix and Dhruva tool.

Follow the Manger’s Instructions and Company Policy Process for Rules to complete * hours Job.

Knowledge and Experience of MacBook User and Application and all HDMI Cables MacBook to Multiport and Monitor to HDMI cable USB type C cable Multiport Adaptors Belk and Lenovo Docking and All types of MacBook Hardware cables Laptop charger adaptor 65, 85-Watt reform research on system technology and provide resolution to complex issues for processes.

Manage database, monitor trouble tickets, and provide appropriate resolution for same.

Determine support to patch application and timeframe for same and develop appropriate strategies.

Develop complex system standards and recommend improvements to enhance performance.

Manpower, Dell-Apex NC

Sep 2020 - Jul 2022

Provide first-rate Technical Support on Dell-supplied products and/or peripherals.

Assembled a configuration of all types of Dell Desktop and Servers, Such as Ancho’s, Cayenne, and Tabasco’s servers.

Build all types of Drive i.e Hard Disk (SSD Hard drive Small and Big (1.88, 6, and 12 GB and 11 and 12 terabytes) Assemble and Build into the Chassis and run the test as per Customer requirements.

Resolve IT-related problems such as PC connectivity, upgrade the OS patches, and upgrade the software and Antivirus. Installation of all types of Drivers and Services such as Printers PC (audio, wireless, Lan, graphic cards).

Installation of Win zip and WinRAR Application to a user PC as per Company Policy

Daily 8 – 10 Tickets Complete depend upon Priority of issues if Minors Medium and Urgent by using Service Now tools.

Should be good in Windows Support, Outlook Support, Active Directory, DNS, DHCP.

All IT Inventory will be done by using Service Now Appl, Hardware Asset Such as deployment, Refresh PC assign to new users Transfer Order Asset and Disposal Asset and return to Company HQ depot after Successfully done.

Daily 8 – 10 Tickets Complete depend upon Priority of issues if Minors Medium a

Repair and replace the laptops parts HDD, Memory

Installation and configuration of HP Printers.

Installation and configuration of OS & software and Antivirus such as MCA, MS Office 2003,2007 2013 as per company std.

Imaged computers and deployed them.

Repair and replace the Hard drive to solve the issue as needed.

We supply Dell products (Laptop, Desktop, Dell Servers, Emc2 Chassis) to Customers throughout USA and Canada,

Customers Such as Big Cooperate offices, IT Companies, Health Organization Hospitals, and Non-IT Companies.

Troubleshoot the issue by using Software Python and SAP Gul standard software.

We are using our Standard Software Matrix, GPS and Sap GUI, and E-Gear Systems.

By using the E-gear system use the IT ticketing System Service now ticketing system recently using.

I work in different dept when high volume of work in the company, as per my supervisor’s instruction.

I am putting test for FRU Drives into chassis as per Customer requirement,

Installation and Configuration of all types of Company std software to Dell Desktop and laptops. After successfully configuring and troubleshooting the issue, ship to the Customers.

We received an Excellent Work Recognition email from the Customer every week to my supervisor.

Now I am working IT Testing dept with Senior TED Engineer.

Where I put all types of Dells Servers run testing by using software Python script and SAP Gul. If any issue occurs while testing the servers, troubleshoot the issue successfully and forward that System to Shipping Depart for Customers.

Handle Calls from End users daily an average of 25 over the Phone / Zoom / Slack Chat Application IT Hardware & software troubleshooting issue such as All kinds of Laptops and desktops (Lenovo, Dell, HP).

Actively support the customer in all aspects of problem resolution, keeping the customer informed and updated throughout the life of the incident.

Clearly and concisely log and track details of solutions provided to resolve customer issues while maintaining and updating the customer database.

Use troubleshooting techniques and tools learned in training to identify technical defects and issues.

Assign incidents according to documented guidelines and procedures.

Mentor and train other team members.

Attaining the training New Software introduce into Company it is dependent on software,

Testing the Servers 365 Chassis by using 365 software or Application tools

Escalate technical issues to more experienced techs and engineers as needed. Good knowledge of the job through the company policies and principles

Provide support to fellow workers and TED on new product introductions, and lead training for new technicians on the products.

Identify defective materials highlight failure trends/low yields and maintain test logs. Apply

standard policies and procedures

Promote, build, and maintain productive working relationships within assigned cells, between cells, and across shifts.

Communicate openly and professionally to give and receive feedback.

Follow written and verbal standard operating procedures and production schedules. Work under general supervision

Achieve balanced inventory levels via appropriate manual and automated transactions.

Diagnose test errors and test status from diagnostic codes and related indicators. Transfer daily status information to other shift personnel or supervisors!

Assemble, test, and build server for large data storage Emc2 through ghost with OS image!

Installed rack, and cable equipment and nested all the required hardware and software into the rack.

Identify, follow through, resolve problems, and recommend improvements in all outstanding issues within the assigned area.

Pursuing development, experience, and training on new productions

Test equipment in multiple production lines, demonstrated mechanical aptitude and was appropriate.

Manual dexterity, job-associated, database/software/documentation, and debugging skills.

On-call Support on Weekends. our company 24*7.

Carolina Cell Phone and IT Dealers Garner NC (Temp Contract base)) Sep 2018 - Aug 2020

Desktop Support Jr Testing Technician/ End-User Support

Assesses malfunctions of cell phone/computer hardware and/or peripheral devices for the purpose of determining appropriate actions to maintain computer operations.

Entertain Customer Calls daily around 25 to 30 IT-related issues and maximum try to solve the issue over the phone.

Repair and Replace by Hard disk, Memory FAN, and battery.

Very good handle with Dealers Lenovo and HP about Warranty parts and laptops.

Installation and troubleshooting of Local printer and Network Printer

Handle all types of laptops and Desktops (Hp, Dell, and Leneva)

Support of all iPhone and other Android phones to install and configuration of emails and basic troubleshooting of Mobile issues.

Coordinates with other staff for the purpose of completing projects/work orders efficiently. Installs cell phone/computer hardware, peripherals, and related application.

Installation and Configuration of Active Directory Services for Domain PC.

Prepares a variety of written materials (e.g., inventory control, procedures, etc.) for the purpose of providing written support and/or conveying information.

Procures cell phone/computer parts, supplies, and materials for the purpose of ensuring the availability of items commonly required to repair cell phone/computer hardware.

Submitting purchase requests for IT equipment.

Installed Windows 10 and Server 2008 R2 to resolve the issues within the time frame.

Soldering the devices such as motherboards and small circuits and chips.

Assembly of the PCs and dis mental devices such as Desktop laptops, printers, motherboard Ram, hard disk, etc.

Repairs cell phones/computers, peripherals, network equipment, and software, requiring specialized cell phone, computer, and electronics repair skills both on-site and in the repair shop for the purpose of maintaining cell phone, computer, and network equipment i

Flextronics Company (IBM Project Company Small Size 300Employees) Branch office Morrisville 1000 Aviation Park NC Mar 2017 - Mar 2018

PC Technician

Daily Handle calls of around 40 from end-users over the Phone and resolve the IT issues within the time frame.

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

Administers desktop, laptop, and tablet computing platforms in a Windows environment.

Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.

Administer and provide user accounting provisioning.

Use the Incident Management System-Service Now to document and manage problems, work requests, and their resolutions.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents to appropriate support teams and follow up until closure.

Respond and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.

Troubleshoot client software and basic network connectivity problems.

Identify, evaluate, and prioritize customer problems and complaints.

May train users and operators on a limited basis and/or may write training procedures.

Participate in ongoing training and departmental development.

Provides emergency assistance to members and staff during off-business hours.

Routine maintenance updates with other IT staff and business units

Installation and configuration of Windows Servers2008 R2, AD, and Backup Server as per IS policy.

Installation of Windows Exchange servers

Creating Users and deleting, and resetting Passwords in AD Managers

Creating and Managing OU and Policy in 2008 Servers

Taking Backup and Monitoring servers User and policy

Upgrading OS Packaging as per require

Manage files and folders permission in ADS in Servers2008 R2 and Clients.

Installed Windows 10 and Server 2008 R2

Troubleshoot all the Hardware and software issues.

Troubleshoot 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 of HP Printers.

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

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

Knowledge of Sap GUI client.

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

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

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

Responsible for telepresence rooms to book meetings and troubleshoot any software issues such as configuring and maintaining the terminals to connect to another end successfully by typing a passcode or

Manage user accounts, permissions, access rights, and storage allocations in accordance with best practices in local and remote offices (Active Directory)

Trouble Shoot Issue with CISCO IP Communicator

Adheres to all policies and procedures concerning all confidential information including but not limited to internal use and restricted information, including Protected Consumer Information (PCI) and Protected Health Information (PHI).

Inventory of Warehouse by using Sap GUI client Warehouse Module.

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

Huawei Telecom Technology Ltd MNC Riyadh Kingdom of Saudi Arabia Head Office Sep 2010 - Sep 2015

IT Desktop Engineer On -Site

Responsibilities

Around 3000 employees in our Huawei Company, so we support 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 and consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

Installation and Configuration and upgrade of Windows Server 2003 and 2008 R2

installation and Configuration of Ads and Member Servers

Creating and modifying and resetting the Users and Password By ADS

Installation of Member servers

Installation and configuration of Exchange servers and Services

Ticketing Software’s Use Remedy and HP ITSM to log the record and User case troubleshoot examination notes.

Installation and configuration of VPN and configure VPN in all Clients.

Upgrade the OS Packages and manage the permissions of the file.

Installation of Antivirus MCA and All Software in a server-client base Antivirus8.0, MS Office, Specs CPM, and Symantec Antivirus.

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

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

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

Responsible for telepresence rooms to book meetings and troubleshooting any software issues such as configuring and maintaining the terminals to connect to another end successfully by typing a passcode or

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

Installation, Configuring & Troubleshooting of Client Operating Systems like Windows experience working with ticketing systems Such as software tools HP ITSM & Remedy

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

Installation of OS and maintenance of 2003 and 2008 server

Installation and Configuration of Active Directory Services

Creating User and Group policies 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, and phones and Configure Company std software's Outlook email also configures Smart Phone and misconfiguration as per IS Policy.

Installation, Configuring & Troubleshooting Computer Peripherals, Printers, all types of HP models, 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 printers (Lenovo, Dell HP, Ricoh, and HP Printer Models) hardware repairs, and maintenance.

Installation and configuration of all Huawei IP Phones to all End users. Follow up with customers to ensure that issue has been resolving issues.

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

Marafiq Water and Power Utility Company Jun 2008 - Aug 2009

Jubail KSA (Medium Size Company around 2000to 2.500) Employees.)

End-user Support -IT Help Desk

Responsibilities

Handle the End-user Calls daily 40 to 45 for related issues.

Remote user support and software installation by using Remote Desktop

Solving problem with all types of laptop and desktop issues.

Resolve IT-related problems such as PC connectivity, upgrade the OS patches, and upgrade the software and Antivirus.

Installation of all types of Drivers and Services such as Printers PC (audio, wireless, Lan, graphic cards).

Installation of Win zip and WinRAR Application to a user PC as per Company Policy

Installation, Configuring & Troubleshooting of Servers, and PCs

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

and CC to Supervisor and Line lead, to act immediately, report to High Priority.

Follow the process as per Company and IT rules.

Contact this candidate