MOHAMMAD IBRAHIM

To perform at the highest level of my potential, working towards the set goal and targets. Striving to achieve perfection at the job and better myself through continuous gain of knowledge & through continuous learning. I want to excel in this field with hard work, perseverance, and dedication. To utilize my analytical capabilities, creative ideas, with a self-motivated and positive approach within an organization that will help my professional and personal skills. I am seeking an employment and challenging environment where I can serve your organization and establish a career for myself.

• One Year Diploma in Computer Application (DCA), 2006, CPRO Computer, Azamgarh, Uttar Pradesh
• Diploma course on infrastructure management service (IMS) JCHNP, 2007, Jetking South Ext. Center, Delhi, Delhi
• Apple Certified Macintosh Technician 10.6
• Apple Certified Support Professional 10.6
• Apple Certified Associate Mac Integration 10.13
• Android Enterprise Associates Certified 2023
• Android Enterprise Professional Certified 2024

• Operating System & Server, Macintosh: - Mac X.3 (Panther), OS X.4 (Tiger), Mac OS X.5 (Leopard) Mac OS X.6 (Snow Leopard) Server and Client, Mac X.7 (Lion) Mac X.8 (Mountain Lion) Mac X.9 (Mavericks) Mac X.10 (Yosemite) Mac X.11 (El Capitan) Mac X.12 (Sierra) Mac X.13 (High Sierra) Mac X.14 (Mojave) Mac X.15 (Catalina) Mac 11 (Big Sur) Mac 12 (Monterey) Mac 13 (Ventura) Mac 14 (Sonoma).
• Managing support with all respective services like Mail, iCal, Address Book, iChat and Web services.
• Windows: - 98, 2000 Professional, XP, Vista, Win7 & Win8,10, 2000 Sever, 2003, 2008, 2012, 2016, 2019.
• MS- Office: - 97, 2000, 2003, 2007, 2010 & 2016.
• Basic knowledge of Microsoft Exchange & Office 365., Adobe Suits, FCP Suits, iWork etc.
• Mailing Related:- Apple Mail, Entourage, Outlook Express, Microsoft Outlook.
• Protocols:- TCP/IP, UDP, SNMP, FTP, IMAP, SMTP, POP3.
• Have expertise on iOS, iTunes, iCloud & Time Machine etc.
• Have experience on multiple Mobile Device Management, Enterprise Mobility Management & Unified Endpoint Management services like AirWatch, JAMF, Intune, KNOX, Mass360 & SOTI.
• Have experience of adding systems under AD environment along with LDAP services.
• Adding network printers in LAN environment, basic knowledge of troubleshooting as well.
• Worked on Azure AD for adding users & groups with access permission levels.
• Having basic knowledge of Exchange Admin Center & Share Point Online also.
• Provided technical support to Mac/Windows users along with iOS/Android support.
• Responsible for quickly identifying the problems and solving the problems within SLA period.
• Taking good care of audit activities for the project compliance & security related queries through complex MSILs.
• Having good experience on Service Engine tools for managing and resolving incidents within defined SLA duration.

• Resolving escalated cases by the Tier-1 & Tier 2 support team engineers and acting as the first point of contact for the user and resolving their system issues within the defined SLAs.
• Providing global remote support as well as local support to in-house users and resolving incidents within defined SLAs.
• Taking care of IT assets. handling, procurement, preparing for new hire and providing onboarding to new hires.
• Proficient in installing and managing all Apple & Windows devices, including laptops, iMacs, iPhones, iPods, iPads, Apple TV, and configuring Time Machine backups.
• Skilled in troubleshooting hardware and OS-related problems for macOS & Windfows devices.
• Experience in applying operating system updates, security upgrade patches, and configuration changes on Macs.
• Competent in checking and resolving hardware and software issues for Mac & Windows laptops, desktops, and iOS devices.
• Providing technical support to VIP users and ensuring prompt resolution of user tickets within SLA standards.
• Managing macOS end-user software installation, configuration, and troubleshooting, including proprietary programs, security patches, updates, and system security tools.
• Have basic knowledge about O365 Exchange Administration, including the ability to perform tasks.
• Having expertise in troubleshooting and configuration of MS outlook, Apple Mail & Office 365.
• Installing Window OS on MAC through VMware and Boot camp virtually.
• Basic Knowledge of Security tools like (semantic Antivirus and Bit defender.)
• Configuring and troubleshooting local & network printer related issue for Mac & windows.
• Offering support for Mac-related server issues, such as encryption and domain joining.
• Experience in managing iTunes/iCloud accounts for syncing and backup strategies.
• Managing iTunes/ iCloud for syncing and backup to external drives.
• Experience in Configuring RAID arrays.
• Have Knowledge about Apple supervision & DEP/AED & VPP programs.
• Having good experience on creating modifying user accounts on Apple servers.
• Having experience in managing iOS MDM projects around 60 K plus users smoothly with limited L1/L2 resources in PAN INDIA.
• Having experience in managing Android MDM projects around 3 Lac plus enrolled users smoothly with limited L1/L2 resources in PAN INDIA.
• Handling user account creations/modifications for MDM web portals with certain level access permissions.
• Having experience of SQL MSIL also.
• Taking care of the MDM ITSM incidents portal by L1/L2 resource around 10-15 engineers and providing smooth solutions to the remote & local users globally.
• Handling VIP user’s reported systems and software issues smoothly.
• Taking care of all MDM related services like, APK deployment, security compliance, troubleshoots & investigations resolutions, RCA etc.
• Interact with other teams and members and execute their requests for Software/Hardware Installations.
• Having expertise in MS Office application and utilizing them into project for presentations and complex MSILs.
• Providing product training sessions to customer users and managers as per requirements.
• Coordinating with respective OEM support teams and getting resolved customer’s queries with satisfactory level.
• Keeping organization and customer relationship always trustworthy by the provided support services.
• Appreciation is the key word which we always building and receiving from customers throughout the support.

Visiting New Places & Meeting With Peoples.

Playing Cricket.

Date:-29:07:2024                                                        Mohammad Ibrahim