Senior IT Support Engineer

MOHAMMED DASTHAGIR

SENIOR IT SUPPORT ENGINEER

+918********* · ***********@*****.*** · www.linkedin.com/in/mad805 · Bangalore, India SUMMARY

Senior IT Support Engineer with 7+ years delivering enterprise-grade L1/L2+ technical support in fast-paced SaaS and B2B environments. Deep expertise across Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Azure Entra ID, Intune, Windows Server, and network protocols including TCP/IP, DNS, DHCP, and VPN. Experienced with ITSM tools — BMC Remedy/Helix, ManageEngine, JIRA ServiceDesk, endpoint security, and cloud infrastructure on Microsoft Azure. Consistently delivers 97% CSAT and 95% first-contact resolution across global teams. SKILLS

● OS & Platforms: Windows 11, Windows 10, Linux (basic), macOS (basic) Android, IOS & AVD Environment

● Endpoint Management: Microsoft Intune, Autopilot, driver/firmware troubleshooting

● Scripting & Automation: PowerShell (basic), AI-assisted troubleshooting

● Collaboration & UC: Microsoft 365, Teams Rooms, Zoom video endpoints

● Messaging & Mobility: Exchange/365, iOS/Android MDM (Intune)

● IT Processes: ITIL (Incident /service request), Root Cause Analysis, KB authoring, SLA management

● Soft Skills: Customer service, stakeholder communication, mentoring, documentation WORK EXPERIENCE

Senior IT Support Engineer · eTeam Inc. · Bangalore Aug 2024 – May 2026 Client: First Advantage Corporation

● Provided technical support for B2B clients via phone, email, and web conferencing, resolving incidents related to Microsoft Office 365, Azure AD, Windows OS, and network configuration and achieving a 95% first-contact resolution rate.

● Administer Exchange Online: mailboxes, distribution lists, mail flow, manage Entra ID provisioning, MFA & conditional access.

● Diagnosed and resolved complex hardware, software, and network issues including TCP/IP, DNS, and VPN misconfigurations, escalating to senior teams when required.

● Manage Entra ID (Azure AD) user provisioning, password resets, and conditional access policies to secure remote workforce endpoints.

● Achieved a 97% customer satisfaction rating by accurately diagnosing and resolving technical issues on first contact.

● Investigated and resolved complex OS, network, and application issues across Windows 10/ 11, using structured root cause analysis and escalation paths to reduce repeat incidents by 25–40%.

● Administered collaboration and UC platforms (M365, Teams rooms, Zoom, Cisco), including device provisioning, policy tuning, and audio/video issue resolution for executive meeting spaces

● Managed mobility and messaging stacks (iOS/Android MDM via Intune, Exchange/365 mail flow basics), performing onboarding/offboarding, policy enforcement, and secure configuration Technical Support Analyst · SAT Microsystems · Bangalore Jun 2020 – May 2024 Client: Islamic Development Bank

● Resolved complex hardware, software & network issues (TCP/IP, DNS, VPN); exceeded SLA targets by 15% via structured ITIL troubleshooting.

● Administer Exchange Online by configuring mailboxes, managing distribution lists, and troubleshooting complex mail flow and spam filtering issues.

● Utilized remote desktop tools (Microsoft RDP, VMware Horizon Client) to deliver seamless support for remote users across distributed environments.

Senior Associate · Karvy Innotech · Chennai Apr 2018 – Nov 2019 Client: IndusInd Bank

● Managed L1 helpdesk operations — AD administration, IT asset, printers, peripherals, hardware support, software installs for enterprise clients with minimal downtime.

● Delivered remote support via remote desktop tools, resolving user-reported issues across Microsoft Office 365, Windows OS, and enterprise applications

● Installed, configured, and maintained computer systems, network devices, and peripheral hardware for enterprise clients. EDUCATION M.Sc. (Information Technology) 2014–2016 · Chennai · GPA: 7.5 / 10.0 CERTIFICATIONS Microsoft SC-900 (Security, Compliance, and Identity (SCI) fundamentals) · CCNA Fundamental AWARDS Customer Centric Award 2021 & 2023

Extra mile Award 2022

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