ServiceNow
MOHAMED SUHAIL
Senior Associate – Service Desk
Chennai,TN
Work Preference
Summary
I am a dynamic Senior Service Desk Lead with a robust background in technical support and systems administration. With over five years of experience in diverse technical environments, I excel in troubleshooting, team management, and enhancing customer experiences. My proactive approach and dedication to continuous learning contribute to achieving organizational success whilst mentoring others
Overview
7
7
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Senior Associate – Service Desk
Wipro
04.2022 - Current
Leading service desk operations with a focus on incident resolution and customer satisfaction using Service Now ticketing tool.
- Performed troubleshooting on Windows OS issues, VPN/Network issues, application installations, driver and firmware updates, and Intune application installations.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Simplified troubleshooting processes by creating detailed documentation for system configurations
- Mentored junior associates in ServiceNow administration, fostering skill development
Senior Customer Service Associate/Technical Support Engineer
Teleperformance
01.2021 - 03.2022
Provided technical and business support engineering services using ZOHO CRM.
- Provided technical support and training to end-users, resulting in increased efficiency
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions
- Documented technical issues and solutions to enable tracking history
- Trained and mentored junior engineers, fostering a collaborative environment
Product Design Engineer (Creo, AutoCAD &Windchill)
Aksans Technologies & Core Tree Technologies
06.2018 - 09.2020
Creating product designs and managing client projects in CAD and Windchill environments.
- Created detailed 3D models and simulations to effectively communicate design intent
- Identified opportunities for cost reduction through material selection and process optimization
- Collaborated with cross-functional teams to integrate Windchill for enhanced project management
Design Engineer (Internship)
Protech Engineering Services
05.2017 - 06.2018
Worked as a design engineer focusing on product modeling and project design
- Designed and developed innovative product models using AutoCAD and CREO
- Participated in client projects, enhancing design efficiency and accuracy.
Education
Bachelor of Engineering - Mechanical Engineering
Vel Tech High Tech Dr.Rangarajan Dr.Sakunthala Engineering College
Chennai, India1 2017
Intermediate - Intermediate
Doveton Matriculation Higher Secondary School
Chennai, India1 2013
High School - High School
Doveton Matriculation Higher Secondary School
Chennai, India1 2011
Skills
ServiceNow administration
Strengths
Technical Proficiency
Proficient in system troubleshooting and technical support, ensuring swift problem resolution
Customer Orientation
Strong customer orientation and ability to work collaboratively in team settings
Software
Windchill PLM, Creo, AutoCad and Microsoft Office
Zoho CRM, VDI and Citrix
AWS Cloud Practioner
Work Projects
Zoho CRM Project:
01/2021 - 03/2022
Project focused on integrating Zoho CRM solutions for enhanced business processes. Developed comprehensive project documentation and trained team members in project management tools
Certification
AutoCad, CREO and WindChill
Accomplishments
Performance Recognition
- Consistently recognized as 'Best Performer' for 8 months for delivering quality work ahead of deadlines
Zoho CRM Development
- Successfully led a team to develop and implement the Zoho CRM project, resulting in improved client satisfaction
Windchill Implementation
- Introduced Windchill software to streamline and enhance the CREO model migration process, greatly improving efficiency
Interests
Technical Support & Cloud Enthusiast: Enthusiast for Technical Support and Cloud Computing, with a keen interest in Creo and AutoCAD design
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Upper intermediate (B2)
Hindi
Intermediate (B1)
Timeline
AWS Practioner
04-2024
Senior Associate – Service Desk
Wipro
04.2022 - Current
Senior Customer Service Associate/Technical Support Engineer
Teleperformance
01.2021 - 03.2022
AutoCad, CREO and WindChill
07-2018
Product Design Engineer (Creo, AutoCAD &Windchill)
Aksans Technologies & Core Tree Technologies
06.2018 - 09.2020
Design Engineer (Internship)
Protech Engineering Services
05.2017 - 06.2018
Intermediate - Intermediate
Doveton Matriculation Higher Secondary School
High School - High School
Doveton Matriculation Higher Secondary School
Bachelor of Engineering - Mechanical Engineering
Vel Tech High Tech Dr.Rangarajan Dr.Sakunthala Engineering College