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System admin

Fereej Ibn Dirhem, Qatar
March 19, 2020

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Seeking assignments in Technical Support with an organization of high repute, preferably in IT Sector


A dynamic professional 5 years of experience in Customer Service Operations, System Administration, Technical Support & Team Management in BPO Sector

Adroit in maintaining customer records by updating account information.

Excellent understanding of the technical fundamentals of the Internet & knowledge of Internet protocols such as FTP & HTTP, as well as the ability to use diagnostic tools such as trace route, ping, and dig

Deft in assessing IT requirements of the organization in terms of Software, Hardware & other peripherals

Demonstrated excellence in ensuring compliance of application of IT resources with administration of IT infrastructure

the company’s policies in

Proven ability in identifying process deviations and devising steps for the developing a sound knowledge base for effective streaming of the process


Troubleshooting problems pertaining to Performance Tuning, Network Administration, Application Conflicts & System Bugs

Designing backup strategy, ensuring scheduled / unscheduled backups as per the backup plan and conducting weekly meetings with management & users to discuss the status

Addressing queries regarding the Information System / Software & extending onsite support to the clients including maintenance of hardware / software

Identifying change requirements, defining change strategy and plan, organization impact & change readiness assessment, risk assessment & action planning

Planning & recognizing scope for planning and implementing & monitoring technological changes to enhance the overall operational efficiency

Setting up SLAs with various groups, addressing performance bottlenecks and ensuring maximum system uptime and handling datacenter migration from one location to another


Since Jun’12 with Accenture, Bangalore as network planner for Virgin media Business ustomer


Providing advisory services to clients about the network plan and its progress.

Scheduling technicians for installation and plan network layout for Virgin media business customer.

Ensuring that the required network devices and parts are provided Onsite for installation.

Conduct team huddle and discuss about improving performance and business stability

Nov’08 – Apr’11 with Unisys Global Services of India as Member of Internal Service Desk Team


Served as member of Hardware Parts Ordering Team and Service Delivery Co-coordinator (Process Henkel)

Managed 2 teams in Hyderabad for a process of Henkel

Accountable for validating the serial numbers, service tag and styles, companies and client’s requirements

Verified the onsite/dispatch tickets and supervised the L1/L2 Team, Onsite Technicians, Clients and other resolver groups to ensure that the ticket gets closed without breaching the SLA

Functioned as SPOC for the team, responded to escalated calls

Aug’06 – Nov’07 with Dell International Services as Technical Support Expert


Served as member of Technical Support Team for wireless and portwire

Involved in taking inbound calls for end users to trouble shoot issues related to internet

connectivity for desktop, laptop, printer and other hardware issues


Physical Education Teacher experience as mentioned below since 1996 to 2006

June’96 –Apr’98 Christ School, Bangalore

Jun’98 – Apr’01 Dhayananda Sagar Education Institutions, Bangalore

Jun’01 – Apr’02 St Joseph’s Indian School, Bangalore

Jun’02 – Apr’06 Cambridge Education Trust, Vijayanagar, Bangalore


BA from Bhartiya Shiksha Parishad, (Lucknow city), U.P., India (affiliated to Lucknow University) in 2011


ITIL V3 Foundation from Adept Technology Pvt. Ltd., Bangalore in 2011

System Administration (A+, N+, CCNA Technology

& Exchange Server) from Rooman Institute of

International Technical Official Exam for Asian Masters Athletic in Thailand – 2005


Operating System : Windows 7, XP, Vista Computer Hardware : Basics of Computer Hardware

Networking : Basics of Networking both Wired and Wireless for Desktop/Laptop,

server management and network layout planning.

MS Office : Word, Excel & Power Point


Date of Birth : 23rd November 1975

Address : 18/48, 1st Main, 6th Cross, “Shallom Villa”, MaruthiNagara, Madiw


Linguistic Skills : English, Hindi, Kannada, Telugu and Tamil

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