Mohammed Asif
Bengaluru
Summary
Seasoned IT professional with+4 years of experience, adept in hardware and software troubleshooting, including SCCM and SaaS support. Excelled in delivering superior technical support and driving client satisfaction by surpassing SLA's & KPI's. Skilled in delivering top-notch technical support and managing IT infrastructure using skills like MDM tools. Enthusiastic and friendly team player dedicated to maintaining positive attitude focused on customer satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior IT Support Engineer
NTT DATA
Bengaluru
12.2022 - 06.2025
- Deliver exemplary technical support to US based employees daily, while assisting with the installation, configuration, and troubleshooting of Windows and Mac operating desktop computers, and other peripherals.
- Identifying, planning, and procurement initiation for IT hardware and accessories.
- Responsible for handling the supervisor calls for escalation incidents.
- Responsible for meeting the client's SLA's & KPI's with day-to-day analysis.
- Handling video and 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 and offboarding of users, setting up and configuring the workstations.
- Aid users through the 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, and also take care of problem related incidents for the entire project.
Senior Technical Support Engineer
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 and Mac)
- Slack, Okta, and Office 365 apps
- Kandji & Microsoft Intune Endpoint
- Active Directory & Citrix Xendesktops
- SCCM, SaaS support & IAM support
- Hardware and Software troubleshooting and repair
- BitLocker and McAfee Drive Encryption
- Software Installation and Maintenance
- Technical Software Support (BeyondTrust Cloud and DameWare)
- AI tool Nexthink
Certification
- ITIL 4 Foundation
- Microsoft Azure AI-900
- Certified in Generative AI 101 & Yellow Belt.
- IT and Cybersecurity Risk Management.
- ServiceNow IT Leadership Professional Certificate
- Got certified in VKM [Virtual Knowledge Manager] Program for NTT Data.
- Have completed training with Dell Desktop, HP Notebooks, and workstation Troubleshooting.
Personal Information
Hobbies: Fitness and Sports
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge and belief.
Timeline
Senior IT Support Engineer
NTT DATA
12.2022 - 06.2025
Senior Technical Support Engineer
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
Similar Profiles
Adibus SholehAdibus Sholeh
Solution Architect at PT NTT Indonesia Technology (NTT DATA)Solution Architect at PT NTT Indonesia Technology (NTT DATA)
Pankaj NathPankaj Nath
Director - Cloud & Infrastructure Services at NTT DATA Services (Previously NTT/Netmagic)Director - Cloud & Infrastructure Services at NTT DATA Services (Previously NTT/Netmagic)
GAZI MAMOONUR ALAMGAZI MAMOONUR ALAM
SENIOR NETWORK ENGINEER at NTT GLOBAL PVT. LTD(NTT DATA)SENIOR NETWORK ENGINEER at NTT GLOBAL PVT. LTD(NTT DATA)
Yashika SureshbabuYashika Sureshbabu
Service Desk Analyst / Acting Shift Lead at NTT GDC India Private Limited / NTT DataService Desk Analyst / Acting Shift Lead at NTT GDC India Private Limited / NTT Data
Pranit SunkadPranit Sunkad
Assistant Manager - HR at SMFG India Credit Company LimitedAssistant Manager - HR at SMFG India Credit Company Limited