Amair Sohail Mohammed
Hyderabad,TS
Summary
Senior Service Desk Analyst with 5+ years of hands‑on experience supporting enterprise environments across Active Directory, Microsoft 365, Intune, MFA, and Windows/macOS platforms. Serves as a trusted escalation point for complex incidents and provides consistent executive‑level (VP) support in high‑impact situations. Brings a methodical, technical approach to troubleshooting, root cause analysis, and end‑to‑end incident ownership. Recognized for developing high‑quality knowledge documentation and contributing to automation initiatives that improve service efficiency and operational stability.
Overview
5
5
years of professional experience
Work History
Senior IT Support Analyst
Qualcomm
04.2024 - Current
- Acted as a Senior Service Desk Analyst, delivering advanced technical support to internal enterprise users via phone, Slack, and email, while consistently meeting SLA and quality targets.
- Served as an escalation point for complex incidents, supporting Level 1 analysts and ensuring timely resolution of high‑impact issues.
- Provided executive and VP‑level support, handling high‑priority requests with discretion, urgency, and clear communication.
- Created, maintained, and improved knowledge base articles (KBs) to document recurring issues, troubleshooting steps, and standard operating procedures, improving first‑contact resolution and team efficiency.
- Led troubleshooting for Active Directory issues including account provisioning, access management, group memberships, and authentication failures.
- Delivered advanced support for Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), resolving login, sync, and configuration issues.
- Supported and managed Windows and macOS devices, including OS‑level troubleshooting, software installation, performance issues, and security compliance.
- Administered and supported Microsoft Intune and MDM solutions, including device enrollment, policy enforcement, compliance monitoring, and application deployment.
- Resolved Multi‑Factor Authentication (MFA) issues, including enrollment, device migration, and authentication errors.
- Actively participated in automation bot processes, contributing to automation initiatives that reduced manual effort, improved response times, and enhanced service desk efficiency.
- Collaborated with infrastructure, security, and application teams to ensure effective resolution of escalated incidents and long‑term fixes.
- Conducted root cause analysis for recurring issues and contributed recommendations to improve stability and user experience.
- Mentored and guided junior analysts, sharing best practices, troubleshooting techniques, and process knowledge.
- Ensured adherence to ITIL best practices, corporate security standards, and compliance requirements throughout incident and request management.
Technical Support Specialist
Infosys Ltd.
09.2023 - 04.2024
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
Techforce Analyst
Salesforce
08.2022 - 08.2023
- Provided Level 1 / Level 2 IT support to internal Salesforce employees through phone calls, Slack, and email, ensuring timely issue resolution and clear communication.
- Troubleshot and resolved Active Directory (AD) issues including password resets, account lockouts, group membership, and access permissions.
- Supported Microsoft 365 applications such as Outlook, Teams, OneDrive, and SharePoint, addressing login issues, sync problems, and configuration errors.
- Managed and supported devices using Microsoft Intune, including device enrollment, policy enforcement, application deployment, and compliance troubleshooting.
- Provided support for MDM (Mobile Device Management) solutions, assisting users with device setup, security policies, and access issues.
- Assisted users with Multi‑Factor Authentication (MFA) issues, including enrollment, authentication failures, and device changes.
- Diagnosed and resolved issues on Windows and macOS machines, including OS errors, performance issues, software installation, and hardware‑related concerns.
- Logged, tracked, and resolved incidents and service requests while adhering to SLA and ITIL best practices.
- Escalated complex issues to appropriate resolver groups with detailed documentation and troubleshooting steps.
- Maintained a high level of customer service and professionalism while supporting users in a global enterprise environment.
Technical Support Associate
Genpact
09.2020 - 06.2022
- Configured hardware, devices, and software to set up work stations for employees.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Managed high levels of call flow and responded to technical support needs.
Education
Bachelor of Science - Computer Science
Shadan Collage of Engineering And Technology
Hyderabad, India08-2018
Skills
- Incident & Service Request Management
- Advanced Troubleshooting & Root Cause Analysis
- Escalation Handling (L2 / L3 Support)
- Executive & VP‑Level IT Support
- SLA Management & Priority Incident Handling
- ITIL‑Aligned Support Practices
- End‑to‑End Ticket Ownership
- Knowledge Base (KB) Article Creation & Maintenance
- Process Documentation & SOP Development
- First‑Contact Resolution Improvement
- Knowledge Sharing & Team Enablement
- Automation Bot Process Participation
- Workflow Optimization
- Manual Effort Reduction through Automation
- Process Standardization & Continuous Improvement
Timeline
Senior IT Support Analyst
Qualcomm
04.2024 - Current
Technical Support Specialist
Infosys Ltd.
09.2023 - 04.2024
Techforce Analyst
Salesforce
08.2022 - 08.2023
Technical Support Associate
Genpact
09.2020 - 06.2022
Bachelor of Science - Computer Science
Shadan Collage of Engineering And Technology
Playing PC high End games and Playing Snooker
Outside of work, I like playing high‑end PC games and snooker, which I find both relaxing and enjoyable.