Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Websites
Languages
Timeline
Generic
Mohammad Ali

Mohammad Ali

Kolkata

Summary

To obtain a challenging and responsible position as an IT professional and want to place myself on a path of continuous improvement-both professionally and socially. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Desktop Support Engineer L2

Wipro (Posted at PwC SDC Client side) under the Payroll of IDC Technologies Solutions Pvt Ltd
Kolkata
11.2022 - Current
  • My job profile comprises overseeing all different types of End User issues like hardware, software, Operating System and network.
  • Day-to-day checking assigned tickets through ITSM Tool (ServiceNow) and resolving the issue as per SLA with proper closure and justification notes.
  • Installation, Configuration, License activation, and troubleshooting of different types of application and web application like (VMware Workspace Intelligent Hub, Office 365, Outlook, MS Team, Excel, Google apps, Cisco IP Softphone, Entrust Soft token Alteryx, UI Path Development studio, Power BI, Data Sniper, Capital IQ, Vantage Portal, Citrix, VMware Horizontal, Excel Add-in Tools, Able to extract, Mobile T&E, SDC Time, through the Remote support(Quick Assist), Meeting( MS Team, Google Meet), chart support(MS Team, Google Chart) and also physically support.
  • VDI Configuration is based on different territories like US, UK, CANADA through installing the software VMware Horizontal client, Citrix Receiver, Citrix Workspace.
  • Work profile configuration on IOS and Android phone through following the SOP Which provided by PWC.
  • Global Protect VPN Configuration and issue troubleshooting with End Users.
  • Users escalation mail follow-up, mail handling, report on mail any critical issues (Like Server down, Network Down and High Latency our network, etc.) to Domain team or Global team.
  • Laptop Imaging and configuration for new joiner and Break Fix.
  • Handling New joiner activity on Daily Week and Tracker Maintenance.
  • Coordination with domain team and Global Team any globally type of issues.
  • Reduced downtime for end-users, quickly diagnosing and resolving hardware and software issues.
  • Improved end-user satisfaction by providing timely and efficient L2 desktop support services.
  • Communicated with clients to verify roots and causes of computer problems.
  • Configured hardware, devices, and software to set up work stations for employees.

Customer Support Engineer

AFORESERVE.COM LTD
Kolkata
10.2020 - 10.2023
  • Overseeing all different types of End User issues like hardware, software, Operating System and network.
  • Installed and configured operating systems and applications.
  • Maintained servers, systems and network printer to keep networks fully operational during peak periods.
  • Create domain user and apply the permission.
  • Create and Manage OU & Group.
  • Given the read/write permission for access the file server data.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Users escalation mail follow-up, mail handling, report on mail any critical issues (Like Server down, Network Down and High Latency our network, etc.) to Domain team.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Monitored system performance to identify potential issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed, configured and maintained computer systems and network connections.
  • Generated reports to track performance and analyze trends.
  • Created user accounts and assigned permissions.
  • Used remote diagnostic tools to identify sources of certain customer issues.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.

Desktop Engineer

KAIZEN IT SERVICES PVT.LTD
Kolkata
01.2020 - 09.2020
  • Overseeing all different types of End User issues like hardware, software, Operating System and network.
  • Installed and configured operating systems and applications.
  • Maintained servers, systems and network printer to keep networks fully operational during peak periods.
  • Create domain user and apply the permission.
  • Create and Manage OU & Group.
  • Given the read/write permission for access the file server data.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Users escalation mail follow-up, mail handling, report on mail any critical issues (Like Server down, Network Down and High Latency our network, etc.) to Domain team.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Monitored system performance to identify potential issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed, configured and maintained computer systems and network connections.
  • Generated reports to track performance and analyze trends.
  • Created user accounts and assigned permissions.
  • Used remote diagnostic tools to identify sources of certain customer issues.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.

Customer Support Engineer

SYSNET GLOBAL TECHNOLOGIES PVT.LTD
Kolkata
08.2018 - 01.2019
  • overseeing all different types of End User issues like hardware, software, Operating System.
  • Identify the Hardware & Operating System related issue.
  • Communicate with vendor for Hardware related issue.
  • Installed and configured operating systems and applications.
  • Used remote diagnostic tools to identify sources of certain customer issues.
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Managed critical incidents effectively by coordinating with relevant stakeholders and providing timely updates to affected customers.
  • Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
  • Partnered with customers, end-users and resellers to implement strategies and solutions.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Diagnosed and troubleshot hardware, software and network issue

Education

10th -

Jagadal Shams Urdu High School
Kolkata
04-2011

12th -

Kankinara Himayatul Ghurba High School
Kolatak
05-2013

DIPLOMA IN COMPUTER - Information Technology

IIHT
KOLKATA
11-2016

Bachelor of Science - Computer Science

Indra Gandhi National Open University
Kolkata
05-2024

Skills

  • End-user support
  • Application installations
  • Mobile Device Management
  • Windows Operating System
  • Incident Management
  • Issue Resolution
  • Virtualization Technologies
  • Advanced troubleshooting
  • Technical Support
  • Hardware Installation
  • Troubleshooting and diagnostics
  • System Administration
  • Hardware diagnostics
  • Troubleshooting and diagnosis
  • IT Security Management
  • Active Directory
  • DNS, DHCP
  • Virtualization

Certification

  • G751-4872 (Microsoft Certified Solutions Associate-2012)

Personal Information

  • Father's Name: Ainul Haque
  • Date of Birth: 20th December 1994
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Unmarried
  • Religion: Islam

Languages

English
First Language
Hindi
Beginner
A1
Urdu
Beginner
A1
Bengali
Beginner
A1

Timeline

Desktop Support Engineer L2

Wipro (Posted at PwC SDC Client side) under the Payroll of IDC Technologies Solutions Pvt Ltd
11.2022 - Current

Customer Support Engineer

AFORESERVE.COM LTD
10.2020 - 10.2023

Desktop Engineer

KAIZEN IT SERVICES PVT.LTD
01.2020 - 09.2020

Customer Support Engineer

SYSNET GLOBAL TECHNOLOGIES PVT.LTD
08.2018 - 01.2019

10th -

Jagadal Shams Urdu High School

12th -

Kankinara Himayatul Ghurba High School

DIPLOMA IN COMPUTER - Information Technology

IIHT

Bachelor of Science - Computer Science

Indra Gandhi National Open University
  • G751-4872 (Microsoft Certified Solutions Associate-2012)

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Mohammad Ali