MD MAHFUZ ALAM
senior technical support engineer L2
Mumbai
Summary
An ambitious position within a successful, dynamic and development-oriented company that will provide me to use my all-technical skills leadership qualities and that will also offer opportunity for my professional development.
Technical support professional with deep expertise in managing and resolving complex technical issues. Known for improving system reliability and customer satisfaction through effective troubleshooting and proactive problem-solving. Strong focus on team collaboration and adaptability to evolving challenges, ensuring reliable support and innovative solutions.
Diligent [Desired Position] with strong track record in solving complex technical issues for enterprise clients. Proven ability to enhance system performance and ensure seamless operations through effective troubleshooting and root cause analysis. Demonstrated expertise in customer communication and problem resolution.
Overview
3
3
years of professional experience
35
35
years of post-secondary education
4
4
Languages
Work History
Senior Technical Support Engineer L2
V5 Infotech Pvt Ltd
07.2023 - Current
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Improved overall system stability by conducting thorough root cause analysis on recurring issues and implementing corrective actions.
- Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity.
- Contributed to product development by providing valuable feedback from customers and identifying opportunities for improvement.
- Maintained strong relationships with key clients through regular communication and personalized support strategies.
Desktop Support Intern
Nityo Infotech Pvt. Ltd.
02.2023 - Current
- Company Overview: For the client: Marico India Ltd
- For the client: Marico India Ltd
IT Technical Backup Engineer
Perfect Technology
01.2022 - 02.2023
Education
HSC -
Kalawati Jiyalal H.S Ambakala Sheohar Bihar
Kalawati Jiyalal H.S Ambakala Sheohar Bihar
Patna, India 04.2001 - 01.2018
Currently Perusing B.A 2023-25 [1st Year] -
S.R.K.G Collage Sitamarhi
Patna, India 04.2001 -
Skills
Assembling of laptop and desktop
Troubleshooting hardware issues
Operating system installation
Windows troubleshooting
Laptop configuration
Software installations
Network troubleshooting
Printer installation
Scanner installation
VC support
IP Phone troubleshooting
Office client installation
Office client configuration
Office client troubleshooting
Handling ticketing tool
Incident management
Service management
Data backup and recovery
Hardware diagnostics
Advanced troubleshooting
Teamwork and collaboration
Problem-solving
Software installation
Root-cause analysis
Ticket management
System diagnostics
Technical troubleshooting
Issue escalation
Problem resolution
Hardware troubleshooting
Technical support
Educational Details - Highest Qualification
B.A, 2022-2025, 2nd Year, Passed, Bihar Board, 2020, Passed, Bihar Board, 2018
Hand On Skills
- Assembling of laptop as well as desktop and troubleshooting regarding hardware related issues.
- Operating system installation and troubleshooting mainly windows (7, 8, 10, 11).
- Laptop configuration as per the organization checklist and user requirement.
- All type of software installations.
- Basic network related troubleshooting.
- All type of printer/scanner installation.
- Basic VC support.
- IP Phone troubleshooting and support.
- Installation, configuration and troubleshooting on office client (Office 10, 16, O365).
- Handling of ticketing tool: Summit tool.
- Incident and Service management.
Disclaimer
I hereby declare that all the above information provided are true and correct to the best of my knowledge.
Personal Information
- Father's Name: MD. Qamrul Hoda
- Date of Birth: 04/13/03
- Gender: Male
- Nationality: Indian
cricket
I really enjoy playing cricket, and it is a very good game as well.
Timeline
Senior Technical Support Engineer L2
V5 Infotech Pvt Ltd
07.2023 - Current
Desktop Support Intern
Nityo Infotech Pvt. Ltd.
02.2023 - Current
IT Technical Backup Engineer
Perfect Technology
01.2022 - 02.2023
Kalawati Jiyalal H.S Ambakala Sheohar Bihar
04.2001 - 01.2018
Currently Perusing B.A 2023-25 [1st Year] -
S.R.K.G Collage Sitamarhi
04.2001 -
HSC -
Kalawati Jiyalal H.S Ambakala Sheohar Bihar