Mohammed Asif
Bengaluru
Summary
Technical IT Support Specialist with +4 years of experience in minimizing Users downtime through prompt evaluation, troubleshooting, and repair service while keeping up with latest IT trends, techniques, and practices. Skilled in resolving software glitches, fixing system errors & bugs, and repairing hardware malfunctions.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Helpdesk Senior Associate (IT Support)
NTT DATA
Bengaluru
12.2022 - Current
- Deliver exemplary technical support to USBank Employees daily while assisting with installation, configuration, and troubleshooting of windows-operating desktop computers and other peripherals.
- Identifying, planning and procurement initiation for IT hardware and accessories
- Responsible for meeting the Client's SLAs with day-to-day analysis
- Handling Video & Audio conference meetings for Partners across different locations
- Managing tickets from the centralized system ServiceNow and ensuring high urgency tickets are prioritized
- Assist with onboarding & offboarding of users, setup & configuring the workstations.
- Aid users through IT troubleshooting and problem-solving process
- Administer cloud services -> Microsoft Azure, Office365 apps and more
- Direct unresolved issues to the next level of IT support and serve as the first point of contact for users seeking IT support over Calls, Chats and Emails
- Handled New Hire Tech Orientation for USBank Employees
Senior Helpdesk Associate (Technical Support)
Infosys Limited
Bengaluru
11.2021 - 11.2022
- Providing technical help to the corporate and commercial customers of Singtel users based in Singapore and Malaysia via Phone for Fiber Broadband services, Dongle and telephone services [BDL]
- Deliver exemplary technical support to Users daily while assisting with installation, configuration and troubleshooting for Fiber Transmission Point, Optical Network Terminal [ONT] and Routers
- Working knowledge of all technical support related procedures such as dispatch process, call back procedures and create tickets from the tools
- Documenting problems appropriately in proper diagnostics and solution implementation
- Completing assignments under minimal supervision, working well independently and as a team player
- Striving to suggest creative solutions aimed at improving productivity levels and working conditions
- Strong customer service ethic and ability to be empathetic and accept ownership
Operation Executive & Content Moderator for YouTube (Google)
Concentrix India Pvt Ltd.
Bengaluru
10.2020 - 10.2021
- A professional approach in answering chats and provide information about products and services taking input of issues and their redressal thereof
- Maintaining records of transactions and interactions
- Managed content distribution to YouTube channels and social media platforms
- Reviewing the Content and taking the calls according to it
Education
Bachelor's - Computer Application
Reva University
05.2020
Skills
- Operating System (Windows & Mac)
- Slack, Okta, Office 365
- Microsoft Intune Endpoint
- CITRIX [VDI, XenDesktop] & Active Directory
- Hardware & Software troubleshooting and Repair
- BitLocker & McAfee Drive Encryption
- Software Installation and Maintenance
- Technical Software Support (BeyondTrust Cloud & DameWare)
Certification
- ITIL 4 Foundation
- Certified in Generative AI 101.
- Got certified in VKM [Virtual Knowledge Manager] program for NTT Data.
- Have completed training with Dell Desktop, HP Notebooks, and workstation Troubleshooting.
Hobbies
Fitness, Sports
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge and belief.
Timeline
Helpdesk Senior Associate (IT Support)
NTT DATA
12.2022 - Current
Senior Helpdesk Associate (Technical Support)
Infosys Limited
11.2021 - 11.2022
Operation Executive & Content Moderator for YouTube (Google)
Concentrix India Pvt Ltd.
10.2020 - 10.2021
Bachelor's - Computer Application
Reva University
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