Summary
Overview
Work History
Education
Skills
Certification
Timeline
BusinessAnalyst
Mohammad Jasim

Mohammad Jasim

Supervisor Global Service Desk Support
Pune

Summary

Dynamic IT Service Desk Supervisor with over 15 years of global technical support leadership, specializing in incident management, major incident coordination, identity management, and enterprise tool implementation. Demonstrated expertise in managing high-performing teams, driving automation initiatives, and aligning IT operations with business objectives. Certified in ITILv3 and MCTS, reflecting a strong commitment to service excellence through effective service desk integration, migrations, and continuous improvement strategies. Proven track record of enhancing operational efficiency and delivering exceptional customer satisfaction in fast-paced environments.

Overview

19
19
years of professional experience
1
1
Certificate
5
5
years of post-secondary education

Work History

Supervisor – Service Desk Support

ACI Worldwide Consulting India Pvt Ltd
Pune, Maharashtra India
09.2013 - Current
  • Lead a global team of 10–11 service desk Support Specialists supporting 5000+ users across Windows and Mac environments.
  • Lead a team for L1 and L1.5 support via phone, email, and self-service portals.
  • Act as Major Incident Manager during critical outages; draft global communications and assist in RCA documentation.
  • Collaborate with PMO and enterprise teams for application go-lives and infrastructure changes.
  • Drive service desk automation initiatives to reduce manual effort and improve efficiency.
  • Oversee identity management processes for onboarding/offboarding in coordination with IDM team.
  • Deliver SLA/KPI reports to senior leadership; manage recruitment, training, and performance appraisals.
  • Support network and DLP teams in monitoring and patch deployment with minimal user disruption.
  • Migrated Google Workspace to Microsoft 365; unified collaboration and productivity tools

    Transitioned RSA SecureID to Ping SSO; streamlined identity and access management

    Replaced RemedyForce with Jira Service Desk; modernized ITSM workflows

    Shifted from Cisco Webex to Microsoft Teams; consolidated communication platforms

    Integrated global service desks post-M&A; standardized support operations across regions

Senior Technical Support Associate

Mphasis Ltd
Pune, Maharashtra India
10.2011 - 09.2013
  • Provided L1 support for Kraft Foods (Mondelez International) across SAP, AS400, Citrix, VPN, and MS Office, windows applications and printers.
  • L1 Technical Support for Windows Applications and Operating system issues.
  • Logged incidents via phone and email; escalated to appropriate teams using Peregrine, Remedy, and Digital Workflow.
  • Supported AD, SCCM, remote access, and printer issues; maintained SLA compliance.
  • Acted as SME and floor support; conducted refresher training and monitored team metrics.

Associate – Customer Service (United Airlines)

Wipro BPO
10.2010 - 01.2011
  • Delivered ticketing and reservation support for global customers via voice channel.

Desktop Engineer

Infotrack Systems
09.2008 - 10.2010
  • Assembled and configured PCs, laptops, routers, and modems; provided on-site support and troubleshooting.

Desktop Engineer

Ideal Computer Services
07.2006 - 08.2008
  • Installed and supported hardware/software; provided technical assistance and sales support to customers.

Education

Bachelor of Science - Information Technology

Mahatma Gandhi Chitrakoot Gramodaya Vishwavidhalaya
Madhya Pradesh India
06.2013 - 06.2016

High School Diploma -

XIIth Std
Indore, India
07.2005 - 06.2006

High School Diploma -

Xth Std
Indore, India
06.2003 - 06.2004

Skills

IT Service Desk Management

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Certification

ITIL V3 Foundation (2016) – Certificate No: GR750258210MJ

Timeline

ITIL V3 Foundation (2016) – Certificate No: GR750258210MJ
08-2016

Supervisor – Service Desk Support

ACI Worldwide Consulting India Pvt Ltd
09.2013 - Current

Bachelor of Science - Information Technology

Mahatma Gandhi Chitrakoot Gramodaya Vishwavidhalaya
06.2013 - 06.2016

Senior Technical Support Associate

Mphasis Ltd
10.2011 - 09.2013

Associate – Customer Service (United Airlines)

Wipro BPO
10.2010 - 01.2011

Desktop Engineer

Infotrack Systems
09.2008 - 10.2010

Desktop Engineer

Ideal Computer Services
07.2006 - 08.2008

High School Diploma -

XIIth Std
07.2005 - 06.2006

High School Diploma -

Xth Std
06.2003 - 06.2004

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Mohammad JasimSupervisor Global Service Desk Support