Abdul Kareem

• Streamlined customer support operations by implementing ticketing system, resulting in increase in issue resolution efficiency and 15% decrease in customer wait time
• Resolved 50+ technical issues daily via phone, chat, and email, achieving 95% customer satisfaction rating and reducing average resolution time by 40%Maintaining user account , unlocking and resetting passwords in active Directory.

• Managing User Accounts and Security Groups in Active Directory.

• Moving/Enable/Disable Objects as per the request.

• Creating and Amending Distribution List / Shared Mailbox in Exchange admin center.

• Client Application Management through SCCM / Intune.

• Releasing Quarantined Emails ,verifying SPAM Mails and white listing the client emails.

• Performing end to end resolution and Ensuring tickets got closed within SLA.

• Identifying hardware and software issues and resolve them with necessary tools.

• Documented the problem, the action taken and the resolution in the ticket management system.

• Complete Outlook Configuration/Troubleshooting.

• Managing Application Installation through SCCM and Intune

• Managing Networking Drive Mapping and SharePoint access.

• Troubleshooting on Onedrive, SharePoint issues, and Engineering Applications.

• Configure Office Printer / Home Printer to user systems as per demand.

• Troubleshooting technical and network issues and working with users remotely to fix the same.

• Following up the long pending Incidents & applying 3X rule if users are not responding to us

• Delegated tasks, monitored compliance and implemented performance improvement plans.
• Troubleshot employee concerns and recommended corrective actions to resolve issues.

• Strong analytical skills in No boot issue, blue screen of Death and various crash dumps using
• Windows Debugger tool
• Proficient in SAP installation, SAP system issues, role creation, printer configuration and troubleshooting
• Troubleshooting in HP and Lenovo desktops, laptops and docking stations
• Support for VDI machines using CITRIX and Remote access using VPN (Cisco AnyConnect and tokens), Zscaler
• Experience with Antivirus management, SCCM, MS Exchange
• Diagnosing and troubleshooting O365, OKTA configuration, OneDrive, File restore, Share drive issues
• Installing office applications and ‘Kimberly Clark’ specific applications using software center following up with users for pending tickets in their preferred time to make sure proper support and guidance is provided with utmost customer satisfaction
• Working with AD to make changes of user accounts, user account creation, attribute changes, adding users to group, OU creation, assigning objects to right.

• Installing configuring and troubleshooting client OS (Windows 7/8/10)
• OS(Windows2012/2016)7/8/10 and Mac related Issues
• Configuring and troubleshooting Email client configuration like 2010,2013 and 2016
• Configuration and troubleshooting VPN clients Like Pulse secure and Cisco any connect
• Managing and troubleshooting Windows Bit locker Encryption and MAC JAMF Encryption
• Configuration and troubleshooting all domain related issues like Unlock/reset domain
• Password rejoin domain Etc
• Managing SR & Incidents tickets through Service Now ticketing tool and Remote tools (RDC,SCCM&WebEx)
• Installing Software in User machine based on software Management team approval
• Installing, configuring and troubleshooting McAfee antivirus and Symantec antivirus
• Managing McAfee EPO console and bypass McAfee antivirus and Symantec antivirus
• Handling McAfee & SCCM Non compliance Machines
• Release quarantined email from O365

• Flexible and ability to adapt quickly to new environment
• Effective in working independently and collaboratively in teams
• Customer handling, making outbound calls in process HDFC life insurance regarding insurance renewals and resales
• Customer handles, problem analyzer & utilizing the needs of customer, resolving issues from customer.
• Listened to and responded to caller's stories and obtained needed information whether caller exhibited anger or calmness.