Mohammed Mujahid Qureshi
Bengaluru
Summary
Dynamic IT professional with extensive experience at Norstella, excelling in Service Desk and System Admin with overall experience of 4 years and 8 months, with proven track record in enhancing service delivery through ITIL/ITSM practices and effective troubleshooting skills. Adept at managing Active Directory and fostering collaboration, ensuring seamless user support and satisfaction. Strong problem-solving skills drive innovative solutions in fast-paced environments. Resourceful professional with several years of experience expertly delivering crucial troubleshooting and technical issue resolution for improved organizational efficiency. Positive, end-user focus on documenting and fielding troublesome hardware and software service requests. Active support for tailored it deployment and management needs. Seasoned professional at scanning for necessary organizational and regulatory compliance, security flaws and upgrade challenges.
Overview
5
5
years of professional experience
Work History
Senior IT support specialist
Norstella
Bengaluru
09.2024 - 03.2026
- Led ITSM process improvements to enhance service delivery efficiency.
- Analyzed ITSM performance metrics to identify areas for enhancement.
- Monitored service desk ticketing system to ensure timely prioritization of urgent requests.
- Provided technical support for software and hardware issues across the organization.
- Assisted users with troubleshooting network connectivity problems and access issues.
- Documented troubleshooting steps and resolutions in the knowledge base system.
- Resolved user account problems in Active Directory.
- Troubleshot hardware-related problems such as memory or disk errors on desktops and laptops.
- Provided remote support for offsite locations using remote control tools.
- Created new user accounts in Active Directory with appropriate access rights.
- Developed installation procedures for new equipment and reallocation of existing systems, improving process consistency.
- Installed new software releases, patches, and system upgrades in response to user needs.
- Supervised junior maintenance staff, training and guiding on best practices and safety protocols to enhance team competency.
- Evaluated new technology and tools for potential application in maintenance operations, driving innovation.
- Created content outlines and wrote drafts of KB articles based on research findings.
- Participated in creative meetings to contribute ideas and receive assignments.
Service Desk Engineer
NetConnectGlobal
Bengaluru
02.2024 - 08.2024
- As Service desk engineer at NetConnectGlobal, my role here is to provide technical support and assistance to end-users globally, my responsibilities as Service desk engineer is
- Resolved user account problems in Active Directory.
- Troubleshot hardware-related problems such as memory or disk errors on desktops and laptops.
- 1. Responding to incoming support requests from users via phone, email, or chat.
- 2. Troubleshooting technical issues and providing solutions to resolve them in timely manner.
- 3. Escalating complex problems to higher-level support teams when necessary.
- 4. Installing, configuring, and maintaining software and hardware systems.
- 5. Documenting troubleshooting steps and resolutions for future reference on service now.
- 6. Providing training and guidance to end-users on how to use technology effectively.
- 7. Collaborating with other IT teams to ensure the smooth operation of IT systems and networks.
- Demonstrated expertise in using the Service Now ticketing tool to manage support requests.
- Hardware and software support, system monitoring, troubleshooting, maintenance, upgrades, and security.
- Configuration of Network / Personal/ Badge Printers.
- Provides service globally ( International Voice )
- Intune Setup.
- IT Supports / Service Desk.
- Password Syncing Issues.
- Provided 24/7 technical support to ensure uninterrupted service for end-users.
- Experience in shared Mailbox/ Network Drives etc.
- Creating Profiles in Outlook.
- Re-condition of all Applications.
- Experienced in Cloud PC, and Citrix Dashboards.
- Dispatch Assets Management.
- Hardware and Software installations through Remote.
- Troubleshooting technical issues, Diagnosing and repairing faults.
- Support through Calls, Chat & Email.
- Exhibited leadership qualities by guiding team members in resolving complex technical issues.
- Promoted teamwork and collaboration to improve problem-solving efficiency within the team.
- IPhone & Android support.
- Configuration of Devices.
- Assistance Microsoft Authenticator / OKTA.
- Creating Distribution lists.
- I have strong problem-solving skills, excellent communication abilities, and a customer-focused mindset. Additionally, knowledge of ITIL processes and IT service management tools.
- As a Service Desk Engineer I will ensure that end-users receive the technical support they need to perform their jobs effectively.
Senior System Admin
ITC Infotech
Bengaluru
01.2023 - 02.2024
- As a highly skilled and dedicated IT service desk professional with 3 years of experience, I am equipped with the expertise to provide exceptional technical support and problem-solving skills. My strong communication and customer service abilities allow me to efficiently handle all levels of technical inquiries and consistently deliver results that exceed expectations.
- With a passion for continuous learning and improvement, I am committed to providing top-notch IT service. Presently working in ITC INFOTECH, as a Senior System Admin. As an IT administrator supportive force driving each of these areas and we're currently seeking someone stellar to take the reigns. The ideal professional for the role is a flexible problem solver with superb communication skills with a detail-oriented mindset. I have prior experience thriving in an administrative capacity in an office environment. Multitasking and the unique ability to deftly handle the unexpected are essential qualities.
Technical Support Executive
Concentrix
08.2022 - 01.2023
- 1. Effective communication with customer and carrier networks (inbound and outbound calls).
- 2. Working with customers to establish clear expectations and metrics for performance.
- 3. Guiding configuration assistance on call and immediate resolution to gain FCRs.
- 4. Communicate with customers regarding their technical issues (Internet down, phone lines down, or any call quality issues) and analyze the troubleshoot the issue and make sure the issue is been resolved and verify the services from end users.
- 5. Assisting with status updates on tickets created.
- 6. Effective communication with customer and carrier networks (inbound and outbound calls).
Technical Consultant
Expertcallers Solutions
08.2021 - 07.2022
- 1. Responding to client support queries.
- 2. Effective communication with customer and carrier networks (inbound and outbound calls)
- 3. Addressing user requests and issues.
- 4. Installing and configuring software on computers of end users.
- 5. Assisting with status updates on tickets created.
- 6. Effective communication with customer and carrier networks (inbound and outbound calls).
Education
B.B.A/ B.M.S -
Bangalore University
01-2020
12th - English
Karnataka01-2017
10th - English
Karnataka01-2016
Skills
- Service Desk
- System Administration
- Information Technology
- Active Directory
- Servicenow IT Service Management
- ITIL Certified
- Sailpoint Identity Management
- Laptop Support
- Exchange Server
- Onedrive
- Microsoft Dynamics
- Troubleshooting and Configuration
- SLA
- Microsoft Azure
- Citrix Directory
- Netscaller
- Cisco Unity
- IPhone All series (configuration application Installation Profile Management)
- Application Support
- MS Office (Outlook Teams Excel Word)
- Multi-Factor Authentication (MFA)
- Software Installations
- Drivers Installation (setup & configuration)
- All types of Printer setup
- Help Desk & Customer Support
Disclaimer
I hereby declare that all the Information furnished above are true to the best of knowledge and Belief.
Languages
- Hindi
- Kannada
- Urdu
- English
- Hindi
- Kannada
- Urdu
Websites
Timeline
Senior IT support specialist
Norstella
09.2024 - 03.2026
Service Desk Engineer
NetConnectGlobal
02.2024 - 08.2024
Senior System Admin
ITC Infotech
01.2023 - 02.2024
Technical Support Executive
Concentrix
08.2022 - 01.2023
Technical Consultant
Expertcallers Solutions
08.2021 - 07.2022
B.B.A/ B.M.S -
Bangalore University