Mohamed Sajjath M

• Provide remote desktop and network support for office and vessel end-users
• Troubleshoot hardware, software, and network issues (Windows, Office 365 and Aruba Switches & Access points)
• Manage and maintain communication systems like 4G, SD-WAN etc.
• Ensure adherence to cybersecurity standards and IT policies
• Support users with technical assistance and training as needed
• Coordinate with vendors and internal teams to ensure uninterrupted IT services
• Led the Remote Desktop Team, aligning with corporate goals and enhancing synergy.
• Managed projects, ensuring timely delivery and specification compliance.
• Provided advanced technical support for remote desktop environments.
• Acted as the primary stakeholder liaison for effective communication.
• Directed mentoring, task delegation, and team capability optimization.
• Developed strategies integrating advanced technologies for business growth.
• Oversaw project lifecycles, ensuring budget and schedule adherence.
• Collaborated across departments for seamless technology integration.
• Resolved complex technical issues, optimizing performance and security.
• Implemented security protocols and disaster recovery plans.
• Analyzed metrics, reported outcomes, and identified improvement opportunities.
• Conducted training and documented processes to enhance efficiency.

• Managed incident and service request reporting with regular insights and roster updates.
• Handled escalations, system outages, vendor coordination, and planned activities.

• Resolved high-severity issues following urgency and impact protocols.
• Streamlined user onboarding and offboarding processes. Monitored service desk queues across calls, chat, web, and email.
• Conducted team meetings to reinforce SOP alignment.
• Oversaw ticket audits and call ACD reporting to ensure service quality.

• Managed Cisco WebEx incidents and service requests efficiently.
• Generated performance reports and dashboard statistics.
• Administered WebEx subscriptions for optimal service.
• Built a Knowledge Base to enhance support processes.
• Proficient in MIS reporting and data analysis.
• Expertise in Avaya, Viva, and Jira support.
• Managed inbound and outbound service processes.

• Expertise in Ramco ERP implementation.
• Proficient in generating reports (e.g., LPOs, vehicle purchasing, maintenance).
• Skilled in managing Accidental, Fuel, Traffic Violation, and Istimara reports.
• Adept at vehicle inspections and detailed reporting.
• Experienced in Supplier Tender Comparative and Road Test reports.

• Record transactions accurately in the system.
• Respond promptly to customer inquiries.
• Maintain organized card records and filing systems.
• Assist with new customer onboarding.

• Expertise in hardware, OS, and application configuration.
• Proficient in system and network monitoring and maintenance.
• Skilled in setup guidance and issue resolution.
• Adept at troubleshooting system and network issues.
• Experienced in support delivery, documentation, and reporting.