Mohammed Hafeezuddin
Warangal
Summary
To serve the organization with the best of my skills and expertise that I have developed working over the years, aspiring to touch new heights of professional excellence for the constant growth of the company and myself.
- Over 6+ years of experience as an IT Engineer in Corporate IT Sector
- Experience includes a diverse set of IT roles including Helpdesk | O365 Administrator| IT Service Operation Specialist
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Service Operations Specialist
Epiq Systems Indian PVT. LTD.
Hyderabad
11.2021 - Current
- Performed daily tasks such as creating user accounts, resetting passwords, installing applications, and configuring systems.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Maintained customer records in a ticketing system, documenting all interactions with customers.
- Guided customers through step-by-step solutions clearly and concisely.
- Administering the Epiq service production and Workday application (creating an account and providing permissions).
- Network drive mapping and providing permissions.
- The application is installed as per the user's request.
- Assigning the laptops to users on Intune.
- Managing the mailbox permissions.
- Managing user authentications in the Azure portal.
- Worked on Mail Tracing issue.
- Outlook-related issue troubleshooting.
- Creating a distribution list & shared mailboxes, and managing permissions.
NOC Engineer
ValueLabs
Hyderabad
11.2021 - 01.2023
- Company Overview: Client: INTER-IKEA Systems B.V
- Active Directory user account management and administration.
- IT service desk operations
- Incident monitoring and management
- Providing remote support to end users by using the Splashtop RDP tool.
- Handling P1, P2, P3, and P4 incidents.
- Provide technical support for over 5,000 users.
- Respond to email requests, chats, and calls.
- Reset passwords, unlock accounts, and OU movements.
- Process requests for movers, new hires, and terminations.
- Identity and Access Management operations
- Good in the Azure Active Directory tool.
- Adding a license to users by using AAD, and adding a policy to the user account to get the particular services.
- O365 and OKTA user account administration.
- Good in Exchange, OneDrive, and Teams admin center.
- Egnyte File Share Management and Administration.
- Monitoring network-related alerts.
- Respond according to errors and alerts.
- Analyze problems, and conduct effective fault diagnosis and system recovery.
- Edit and update the ticket in ServiceNow.
- CDS user creations and administration.
- VPN installation, configuration, and troubleshooting.
- Good at troubleshooting issues in DHCP and DNS.
- Troubleshoot Microsoft products (Word, Excel, PowerPoint, Outlook).
- Creation and maintenance of email distribution lists, and shared mailbox.
- Image and rebuild the computer.
- Working as a spoke for quality prospective
- Application installations and troubleshooting
- Understanding the issue and routing the incidents to particular queues.
- Understanding the user issues and guiding the steps for the resolution
- Shift handover report updating based on the shift updates.
- Client: INTER-IKEA Systems B.V
Content Data Analyst
VARITE INDIA PRIVATE LIMITED
Hyderabad
01.2021 - 11.2021
- Company Overview: Client: ServiceNow.
- Experience in the ServiceNow tool.
- Doing HAM internal audits for quality purposes.
- Maintain and add hardware assets to the hardware library and CMDB.
- Experience in Creating Models in the ITAM Content Now Tool.
- Experience in analyzing the hardware product models from different manufacturers.
- Experience in working with different types of devices.
- Experience in working with the asset product model life cycle.
- Client: ServiceNow.
Desktop Support Engineer
IMSI
Hyderabad
12.2018 - 01.2021
- Company Overview: Client: ValueLabs.
- Creating and administering user accounts, organizational units, and groups, and assigning appropriate permissions using the Active Directory Console.
- Resetting and unblocking user accounts based on the requirement
- Deploying laptops with customized client images using MDT
- Installation, configuration, and administering of operating systems like Windows 7, 8, 10, Linux, and Mac, and joining them into a domain.
- Ensured timely configuration and deployment of desktop/laptop equipment for offshore and onsite users.
- Troubleshooting OS issues, application issues, login issues, and hardware issues.
- Handling escalated tickets raised by end users.
- Monitoring the Altris Portal (Symantec) for assets and providing exit clearance for users.
- Coordinating and interacting with vendors for warranty, AMC, preventive maintenance, and remedial repairs on desktops, laptops, printers, and peripherals.
- Changing VLANs as per project requirements.
- Coordinating with cross-team members to resolve the issue at the earliest.
- Extended support and acted as the SPOC for project migrations (physical movement).
- Coordinating with the Admin Team and SEZ Officer for asset debonding as part of project migrations.
- Daily health check-ups for printer and AV endpoints.
- Attending daily calls for training and updating the status of the queue.
- Sharing the monthly or quarterly Asset Stock Report with IT managers and stakeholders.
- Prioritize and manage many open cases at one time
- Supported for Continuity of Business Activities
- Coordinated and provided support for change management.
- Acted as the first level of support for network-related issues.
- Team Management: Team size 5.
- Taking remote access through TeamViewer and RDP to resolve the application and system-level issues.
- Outlook Configuration & Troubleshooting.
- Providing offline archives (.pst) data backup for team users.
- Providing remote access for WFH users.
- Backup provided from OS crash machines
- Application software installations and troubleshooting.
- Client: ValueLabs
Education
B.Tech -
SVS Group of Institutions
HanamkondaIntermediate -
SV Trishool Junior college
HanamkondaSSC -
Vidyalaya high school
Parkal, WarangalSkills
- End-user support
- Remote diagnostics
- IT security protocols
- Hardware and software upgrades
- System administration
- Windows operating system
- Remote desktop support
- Issue resolution
- Software installation
- Technical support
- Remote technical support
- Account management
Certification
Microsoft technology associate
Disclaimer
I hereby declare that the information given in the application is true, complete and correct to the best of my knowledge and belief. I understand that in the event of any information being false or incorrect at any stage: my candidature shall be liable for cancellation/termination.
Personal Information
- Gender: Male
- Marital Status: Unmarried
Timeline
IT Service Operations Specialist
Epiq Systems Indian PVT. LTD.
11.2021 - Current
NOC Engineer
ValueLabs
11.2021 - 01.2023
Content Data Analyst
VARITE INDIA PRIVATE LIMITED
01.2021 - 11.2021
Desktop Support Engineer
IMSI
12.2018 - 01.2021
Microsoft technology associate
B.Tech -
SVS Group of Institutions
Intermediate -
SV Trishool Junior college
SSC -
Vidyalaya high school
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