Meharaj Theen Jameel

Work History

IT Support Specialist

MJ Computers

T Neduncheri Chidambaram, Tamilnadu

01.2020 - Current

Offered new customers training to reduce frustration and improve customer satisfaction.
Developed and tested new product offerings prior to release to assist development team in bug identification.
Created help desk tickets, troubleshot and resolved desktop issues.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Assigned system permissions and set up computers to assist with onboarding new employees
Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
Answered questions and provided information to customers about new software or hardware.
Managed backup and recovery of data assets to safeguard system availability.
Submitted service tickets for equipment maintenance requests.
Monitored systems in operation and quickly troubleshot errors.
Responded promptly to incoming sales leads and requests for technical support.
Documented support interactions for future reference.
Researched product and issue resolution tactics to address customer concerns.

Technical Support Engineer

Varioline UK LTD

London, London

03.2017 - 11.2019

Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
Served as primary point of contact for support relating to owned solutions and products.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Documented reported faults and bugs for referral to development staff's use in iterative updates.
Analyzed types issues to identify troubleshooting methods needed for quick remediation.
Provided guidance on installing and integrating new hardware components and software to remote clients.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Configured hardware, devices and software to set up work stations for employees.
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Patched software and installed new versions to eliminate security problems and protect data.
Upsold products and services to increase company revenue 100% beyond targets.
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Oversaw IT activities to maintain operations by maintaining laptops, tablets and PDAs for users.
Developed and deployed SSRS reports to report manager.
Kept software licenses current for computers and mobile devices.
Planned and implemented complex internet and intranet applications on multiple platforms.
Implemented, developed and tested installation and update of file servers, print servers and application servers.
Made recommendations regarding information technology infrastructure overhauls.
Led server infrastructure development, quality assurance, staging and production systems.
Analyzed complex project server issues and worked on large enterprise and business-critical applications.
Resolved issues and escalated problems with knowledgeable support and quality service.

IT Support Engineer

Micronova Network Solutions

Chennai, Tamil Nadu

01.2015 - 01.2017

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Assisted customers with product selection based on stated needs, proposed use and budget.
Defined and documented technical support best practices for technologies.
Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Wrote and reviewed tickets to request maintenance to various types of equipment.
Provided support for networking protocols and characteristics.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Documented transactions and support interactions in system for future reference and addition to knowledge base.
Submitted service tickets for equipment maintenance requests.
Integrated Salesforce CRM and other customer relationship management software into support operations.
Monitored systems in operation and input commands to troubleshoot areas.
Activated accounts for clients interested in new services.
Provided replacement files to customers missing data, media files, and software components.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Used ticketing systems to manage and process support actions and requests.
Collaborated with colleagues in both domestic and international support facilities.
Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and other types.
Resolved system, hardware and telephone issues within 1 hours, improving efficiency among departments.
Managed high levels of call flow and responded to types technical support needs.

Desktop Support Engineer

Computer Planet IT Solutions

Chennai, Tamil Nadu

07.2009 - 12.2012

Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
Performed encryption, firewalls and patch management to implement and maintain system security.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Aligned office departments and increased inter-department communication and data sharing.
Leveraged ticket tracking system to prioritize, track and document problem resolutions and notify customers of issue status.
Removed malware, ransomware and other threats from laptops and desktop systems.
Patched software and installed new versions to eliminate security problems and protect data.
Coordinated with systems partners to finalize designs and confirm requirements.
Configured hardware, devices and software to set up work stations for employees.
Designed Sharepoint master page and page layouts, serving as company's main Sharepoint support for technical complications.
Identified scope of problem and provided operational and technical assistance to remedy.
Delivered technical sales presentations to prospects and presented benefits and value of products.
Maintained media presentation equipment and assisted end-users with conference room equipment setup and operation.
Acquired and maintained knowledge of product offerings, current support policies and methods of support delivery to provide technically accurate solutions to users.
Troubleshot potential problems and eliminated before issues escalated or cascaded.
Documented and updated known fixes in knowledge base for future reference.
Maintained servers and systems to keep networks fully operational during peak periods.
Configured and installed computer systems for other sub-organizations.
Checked and monitored system performance to maintain system integrity and documented and reported alerts.
Documented transactions and support interactions in system for future reference and addition to knowledge base.
Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.

Summary

Overview

Work History

IT Support Specialist

Technical Support Engineer

IT Support Engineer

Desktop Support Engineer

Education

Master of Science - Wireless Communications

Master of Science - Telecommunications Management

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Skills

Additional Information

Software

Certification

Interests

Timeline

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