Mohammad Shahid Hussain
Gurugram
Summary
Technology-inclined professional possessing strong troubleshooting capabilities and customer-oriented attitude with over 6+ experience. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Service Desk Engineer L2
Gemini Solutions Private LTD
01.2023 - Current
- Provide expert IT support to end-users via phone, email, and remote access, resolving hardware, software, and network issues promptly
- Resolve escalated technical issues from Level 1 support, ensuring timely and effective solutions to minimize downtime
- Collaborate with other departments, including IT operations and development, to address complex technical challenges
- Implement ITIL best practices to improve incident management, problem management, and service request processes
- Handling Active Directory, Server Operating System, Citrix Director, ManageEngine Desktop Central, RSA SecurID tokens, VPN access
- Create user accounts and provide required licenses for new hires and guide them through configuration for the first day at work
- Conduct training sessions for the team to enhance technical knowledge and customer service skills
- Maintain and analyze service desk metrics to identify areas for improvement and enhance overall team performance
- Collaborated with cross-functional teams to design and implement a new Service Desk system, resulting in a streamlined workflow and enhanced user experience
- Conducted training sessions for junior engineers to enhance their technical skills, resulting in improved team performance and increased efficiency in handling service requests.
Service Desk Engineer (IAM Specialist I)
TrueBlue India LLP
06.2021 - 12.2022
- Delivered frontline technical support to end-users via phone, email, and in-person channels
- Troubleshot and resolved hardware and software issues, including password resets and account unlocks
- Escalated complex technical problems to appropriate teams and tracked their resolution progress
- Assisted in the management of IT assets and inventory, ensuring equipment availability for users
- Utilized ticketing systems to log, prioritize, and track support requests
- Contributed to the creation of knowledge base articles and FAQs to empower users with self-help solutions
- Received and processed user feedback, ensuring high levels of customer satisfaction
- Collaborated with team members to achieve service desk performance targets and KPIs
- Participated in ongoing training to stay updated on the latest technologies and support practices
- Acted as a point of contact for user inquiries and technical support related to IAM systems
- Collaborated with the service desk team to streamline IAM-related support processes and enhance user experience.
Technical support executive
Kambro Solutions Pvt Ltd
06.2017 - 06.2021
- Acted as the primary point of contact for customers seeking technical assistance over various communication channels, including calls, chat, and emails
- Demonstrated strong product knowledge and the ability to explain complex technical concepts in a clear and concise manner to customers of varying technical backgrounds
- Resolved customer issues efficiently and effectively to achieve high customer satisfaction ratings and meet service level agreements (SLAs)
- Utilized ticketing systems to log, track, and prioritize customer inquiries, ensuring timely follow-up and resolution
- Engaged in active listening to understand customer concerns and provide empathetic support throughout the troubleshooting process
- Demonstrated patience and excellent communication skills while guiding customers through step-by-step solutions
- Promoted self-service options and knowledge base articles to empower customers to find answers independently
- Consistently met and exceeded individual and team performance targets, including response times and first-call resolution rates
- Received commendations from customers and supervisors for exceptional customer service and technical support skills.
Education
Bachelor's degree in computer science (BTECH) - Computer Science
Kurukshetra University
05.2017
Skills
- Incident Management
- ITIL Knowledge
- Active Directory Management
- IT Documentation
- Remote Desktop Support
- Technical support expertise
- Microsoft 365 Administration
- Mobile Device Management
- Knowledge management
- System Administration
Accomplishments
- Achieved 95% SLA by completing number of Incidents with accuracy and efficiency.
- Documented and resolved Software installation issues which led to smooth software packaging workflow.
- Resolved product issue through consumer testing.
- Achieved smooth Software installation workflow through effectively helping with maintaining packages and regular patching.
Certification
ITIL V4 (Information Technology Infrastructure Library)
Microsoft 365 Certified
Microsoft 365 Teams Administration
Personal Information
- Citizenship: Indian
- Marital Status: Not Married
- DOB: 12/1993
Language
- English
- Hindi
- Nepali
Hobbies and Interests
- Exploring distant lands
- Getting lost in a good book.
- Capturing moments
- Every kind of sports
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Nepali
Advanced (C1)
Timeline
Senior Service Desk Engineer L2
Gemini Solutions Private LTD
01.2023 - Current
Service Desk Engineer (IAM Specialist I)
TrueBlue India LLP
06.2021 - 12.2022
Technical support executive
Kambro Solutions Pvt Ltd
06.2017 - 06.2021
Bachelor's degree in computer science (BTECH) - Computer Science
Kurukshetra University
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