Mohammad Naasir

• Hands of expertise on Asset Discovery, Monitoring and maintaining Hardware inventory, Tracking Asset Lifecycle, developing, and implementing the organization's asset management strategy for cost effectiveness
• End-to-end IT asset lifecycle management
• Developing and implementing asset management strategies
• Coordinated with business units in the selection of replacement devices, software and hardware compatibility testing, and deployment schedules.
• Established, maintains and enforces Asset Management policies, procedures, and processes.
• Developed procedures to maintain asset databases; conducts training as needed to engage staff in inaccurate data collection and maintenance of asset records.
• Performed inventories and usage monitoring of all IT Assets and records findings, changes and physical location.
• Responsible for ordering, receiving, asset tagging, storing, tracking and deployment of IT equipment.

• Worked as remote support specialist and user account admin
• High end technical troubleshooting
• Order parts and handle ITSM remedy queries
• Worked on active directory/creation of account and deletion and managing security groups
• Conducted audit reviews and data analysis for level 2 admins
• Software distribution and pushing of software’s through SCCM and AD
• Creating SOP, help files and process flows for new projects and guiding colleagues
• Create part orders and dispatches for Onsite techs and closely work towards FCF

• Job role is providing resolution over phone to customers who are using Dell computers
• Troubleshooting issues related to hardware & Software, system not booting, no post, no video issues, hardware noise issues, want to setup multiple monitor and other hardware issues, Virus, data backup, outlook & internet issues, setting network, installation of printer, setting up printer in the network, OS installation both parallel and clean, Configure multiple email accounts on outlook
• All technical issues related to hardware and operating system troubleshooting (XP, Vista, Windows 7, Windows 8,wireless and other applications).Supporting Laptops, Desktops & Printers
• Providing information and placing orders for customers who want to extend computer warranties or upgrading the computer with additional hardware/software on call
• Initiatives as Senior Resolution Expert:
• Finding out known issues with system model newly introduced
• Getting system data from manager and checking each service tag where customer called to tech support with an issue on the new system and how it was resolved
• Collecting information and creating a file to find out similar issues on a particular system model
• Training the team on new and known issues on system as well as New Applications introduced by Dell
• Checking every desktop & notebook dispatches made by team members
• Where agents create parts replacement for computers in hardware warranty
• Making sure the parts sent for replacement are correct with proper comments before sending them for manager’s approval
• Collating the Dispatch Data and finding the opportunities to reduce Repeat Dispatch & Major Part Dispatch on a system, hence reducing Cost to the Company
• Managing the Team in Managers Absence and providing Real Time Support to the Team while taking care of Service Level.

Worked for BT retail -technical helpdesk where I used to deal with technical issues of the customers which are as follows:

• Logging Service request for any kind of technical problem on the network and escalating the matter to the engineer if the issue is not fixed by THD
• Help Customer with LAN, Wireless configuration, Email Client configuration on Windows/Mac platform
• Analyzing Log and error on the DSL line by running live test and escalating issue to the technician
• Apart from dealing with the above mentioned Issues, main priority was to Case manage the customer’s issue till the time resolution was met, and take full ownership
• It involved updating the customer as regards their issue and ensures customer is fully satisfied with the resolution provided
• Co-ordinate with different departments of BT (Orders/Sales/Services/Billing) if the cases were outside the technical domain and ensure that customer’s issue is fixed.

Graduation with 69.87%

Intermediate with 75.6%

HSE with 68.4%