Zendesk
Mohammad Anas
Support Specialist
New Delhi,Delhi
Summary
I am an experienced support specialist with extensive knowledge of IT Support and an unwavering dedication to bringing issues to a successful conclusion. I have experience providing both remote and desk-side IT support.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
10
10
Languages
Work History
Support Specialist - IT Operations
ITTS: International Testing & Training Services
New Delhi, Delhi
07.2021 - Current
- Taking ownership of global technical cases and working with clients from start to finish.
- Resolve technical issues related to client/end user systems and applications including operating system (Windows & Mac), SAAS applications, laptops, desktops, and hardware accessories.
- Troubleshoots iOS and Android mobile phones, iPads, and other IT related hardware.
- Remotely set up test centers and train them to deliver several types of computer-based exams (TOEFL, RCPCH, PEARSON, AAT & ACT).
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
- Strong troubleshooting and critical thinking skills.
- Maintain accurate ticketing and asset management records.
Help Desk Specialist
CSGITS
New Delhi, Delhi
05.2018 - 04.2021
- Provide high quality customer service and technical troubleshooting to US customers.
- Troubleshoot and resolve Windows & Mac related issues when contacted by customers by providing remote support.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Setup and Configure new users, accounts and equipment for the XP internal and external clients.
- Identify and resolve issues with Office 365, MS Teams, and Outlook for iOS
- Maintain the customer-facing knowledge-based documentation.
Technical Support Engineer
Alive net Solutions
New Delhi, Delhi
11.2016 - 01.2018
- Provide initial response, and first and second level support for end-user IT issues.
- Resolve or escalate support issues in a timely manner, accurately logging the details.
- Set up workstations, iPhones/iPad, VOIP devices, printers, and other network devices ensuring all peripherals and software are working properly.
- Maintain IT Documentation, and technical procedure.
Technical Support Specialist
Innovazion Inc
New Delhi, Delhi
01.2014 - 10.2016
- Being the first point of call for clients calling in for IT support
- Provide unsurpassed Level 1 Support including but not limited to solving problems such as usernames and passwords, physical layer issues, verification of hardware and software setup, installation, reinstallation and uninstallation issues.
- Advising on software or hardware upgrades.
- Ensure ticket entries are clear and concise.
Education
Bachelor of Arts - English
EIILM University
01.2009 - 01.2013
Skills
Remote Troubleshooting
TCP/IP
Windows Operating System
Mac OS Operating System
Application support
Project Management
Data recovery
Software diagnosis
Desktop support
Issue troubleshooting
Microsoft Outlook
Office 365
Application installations
Mac systems
Technical issues analysis
Windows 10
Network diagnostics
Technical Support
Accomplishments
- MCP Certified
- DOEACC O Level
- Hardware & Networking
- Windows 10: Troubleshooting for IT Support
- Office 365/Microsoft 365
- Microsoft Office 365: Administration
Software
Zoho
Fresh desk & Freshcaller
Slack
Jira
Basics Microsoft Dynamics
Zoom
Microsoft Teams
Timeline
Support Specialist - IT Operations
ITTS: International Testing & Training Services
07.2021 - Current
Help Desk Specialist
CSGITS
05.2018 - 04.2021
Technical Support Engineer
Alive net Solutions
11.2016 - 01.2018
Technical Support Specialist
Innovazion Inc
01.2014 - 10.2016
Bachelor of Arts - English
EIILM University
01.2009 - 01.2013