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 Troubleshootingundefined
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
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