Mushtaq Ahmed
IT Helpdesk Desk Specialist
Bengaluru
Summary
To succeed in an environment of growth and excellence and earn a job which provides me job satisfaction and self- development and help me achieve personal as well as organization goals. Proficiency in managing process operations entailing mapping of business processes and studying requirements; designing, implementing and transitioning, processes, solutions in line with the guidelines specified by clients
Overview
7
7
years of professional experience
Work History
IT Helpdesk Specialist
Herjavec Group Pvt Ltd. (Cyderes)
Bangalore
07.2023 - Current
- IT Team Oversight:Overseeing the India IT team to ensure smooth operations.
- Employee Onboarding and Offboarding:Managing end-to-end processes for employee onboarding and offboarding.
- System Administration: Administering key IT systems, including:Exchange SharePoint Okta Microsoft Admin Center
- Application Support: Providing support for various IT applications, such as:Cofense Domo 1password Salesforce Secret Server, etc.
- Issue Tracking and Resolution:Utilizing Freshdesk, a ticketing tool, for efficient issue tracking and resolution.
- Collaboration with Leadership:Collaborating with VP's and SVP's to ensure adherence to SLA's for IT support.
Specialist
HCL Technologies
Bengaluru
01.2021 - 01.2023
- New hire training.
- Day-to-day escalations.
- Client communication.
- Refresher trainings.
- Floor support.
- Worked with MIM Team.
- Lead team of 15 incident management specialists in managing and resolving tickets .
- Expert major incidents in a 24/7 global IT environment.
Senior Analyst
HCL Technologies
01.2020 - 01.2021
- Working on L2 Tickets via Emails and Chat.
- Worked in SCCM troubleshooting to Reinstall SCCM and Installing SCCM Patches.
- Working on daily Tickets assigned to team.
- Saviynt tool for unlocking profile ,Checking line manager, sponsor etc.
- SAP account management.
- Outlook basic queries.
- Proficient in Service Now ticketing tool.
- Hands on experience in Active Directory.
- Troubleshoot basic network connectivity issues.
- Perform advanced application configurations.
- Active Directory and Microsoft Azure-
- Adding & deleting user accounts
- Remote in using Landesk, Bomgar tool toremote in to user's device
- Routing problems to internal second andthird level IT support staff
- Using the Incident Management Systemto document and manage and workrequests and their respective qualityparameters
- Creating regular reports as required bythe Management
- Adherence to strict
- SLA and Key Performance Index
- Working on Saviynt application forcreating Generic accounts, updatesponsors and extend the activate useraccounts
- Providing access to the Distribution listand Creating Security groups by using
- Active Directory
- Working with User accounts to setup,update Information, Change OU etc
- Hands on experience in technologiessuch as Active Directory, SSO, MFA
- Working on ISIM tool integrated for
- Identity and Access Management
- Provisioning
- Reviewed existing processes, andspearheaded the implementation ofsystems aimed at enhancing process andoperational efficiency of the organization,worked on continuous improvement
Analyst
HCLTech
01.2020 - 01.2021
- Worked on International Call support
- Work on L1 tickets and email tickets
- Supported for Office application andproject-based applications.
Technical SupportEngineer
Hewlett Packard, HP
01.2019 - 01.2020
- Handle unresolved issues for the Inbound Calls.
- Providing Technical Assistance to the new hires.
- Case Management for the aligned team and maintain Case Age/CIT.
- Research and identify solutions to software and hardware issues and share best practices with team.
- Diagnose and troubleshoot technical issues.
- Properly escalate unresolved issues to appropriate internal teams.
Senior Technical SupportEngineer
Hewlett-Packard
01.2017 - 01.2019
- Worked with HP as Technical Support.
- Engineer, where I was dealing with Hardware and Software related issues.
- Outlook Issues, Network Issues, Driver Installations .
- Issues, Basic system queries and troubleshooting.
- Having good knowledge in Windows issues, Microsoft Outlook issue and VPN
- Installing repairing & uninstalling programs in Windows.
Education
Bachelor of Science - Computer Science
MS Engineering College
BangaloreSkills
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Timeline
IT Helpdesk Specialist
Herjavec Group Pvt Ltd. (Cyderes)
07.2023 - Current
Specialist
HCL Technologies
01.2021 - 01.2023
Senior Analyst
HCL Technologies
01.2020 - 01.2021
Analyst
HCLTech
01.2020 - 01.2021
Technical SupportEngineer
Hewlett Packard, HP
01.2019 - 01.2020
Senior Technical SupportEngineer
Hewlett-Packard
01.2017 - 01.2019
Bachelor of Science - Computer Science
MS Engineering College
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