MD MAHFUZ ALAM
Software Engineer
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 Senior engineer+ vip support 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
4
4
years of professional experience
4
4
Languages
Work History
Senior Technical Support Engineer L2
V5 Infotech Pvt Ltd
07.2023 - Current
I have worked with V5, including support for L2 and VIP,
and have also managed P1 and P2 tickets and
working on summit tools
- 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.
- Maintained strong relationships with key clients through regular communication and personalized support strategies.
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
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
01.2020
Kalawati Jiyalal H.S Ambakala Sheohar Bihar
Patna, India01.2018
Bachelor of Arts -
Jamia Millia Islamia
Delhi, India 04.2001 -
Skills
Assembling of laptop and desktop
Troubleshooting hardware issues
Remote diagnostics
Software deployment
Mobile device management
Data backup and recovery
Incident management
Telecommunications
IT security protocols
ITIL framework
Operating system expertise
Advanced troubleshooting
Training and mentoring
Teamwork and collaboration
Problem-solving
User training
Technical documentation
Software installation
Root-cause analysis
Ticket management
Disaster recovery planning
Computer security
System diagnostics
Access issue resolution
Ticket queue software
Network troubleshooting
Application installations
Technical troubleshooting
Client communication
Issue escalation
Problem resolution
Critical thinking
Customer relationship management
System troubleshooting
Email communication
Bug tracking
Case management
System configuration changing
Analytical thinking
Relationship building
Technical support
Diagnostic techniques
Continuous improvement
Software updates
Backup and recovery
Process improvement
Technical expertise
Security protocols
Technical fault tracking
Service calls
Support system management
Issue research
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
Bachelor of Arts -
Jamia Millia Islamia
04.2001 -
Kalawati Jiyalal H.S Ambakala Sheohar Bihar
HSC -
Kalawati Jiyalal H.S Ambakala Sheohar Bihar
Icon
https://assets.zety.com/configservice/icons/general-14-white.svg
Disclaimer
I hereby declare that all the above information provided are true and correct to the best of my knowledge.
Hand On Skills
- I have basic troubleshooting knowledge of Office 365 and manage Active Directory in Azure. I also work on Azure-related tasks
- 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.
- Landline 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.
cricket
Playing cricket and maintaining physical fitness