Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Mohammed Rehan

Service Desk Engineer
Bengaluru,KA

Summary

Personable Service Desk Analyst with 4+ years expertise in a fast-paced global tech firm. Achieved company-best quality satisfaction rating accordingly to internal review (99%). To secure a position that will allow me to utilize my skills and experience to benefit a growing company.

Overview

1
1
Certification
5
5
years of post-secondary education
2
2
years of professional experience

Work History

Service Desk Analyst

Schneider Electric
Bengaluru, Karnataka
06.2021 - Current
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Assists and creating account with on-boarding of new users.
  • Looks for ways to improve and/or optimize IT Service Desk processes
  • Oracle - Manage / Edit and creation Oracle user accounts, Oracle responsibilities and job titles for LIVE environment and TEST instances.
  • Exchange Admin roles: Administrated and supported Office 365 and MS Exchange. Running script for DL and SM creation, modification and providing member access.
  • On prem and Cloud Exchange roles: Diagnosing mail trace, Compliance management permission level access for user, global and Administrator. Check quarantine mails using Symantec and release from safe sender list for external mail ID.
  • MS In-tune: Configuring company profile and sync the device for compliance issues in IOS and Android.
  • Remedy CUA WW L1 - Create / Manage Remedy user accounts and functional groups, accesses and visibility groups.
  • MS Teams: Admin console to modify and add the SIP address.
  • Security: McAfee update, Cylance script and diagnose VPN and Z scaler issue.
  • Lotus Domino Administrator - Create / Manage Lotus Notes accounts and Mailboxes / Groups, recertification of IDs using Lotus Domino. Manage Lotus Notes database and its accesses.
  • SAP: Installation of SAP GUI and perform password reset for SAP PRH and PRD
  • Adobe: Handled Adobe Flash player enabling issue on browser like chrome.
  • O365 Administrator - Create / Manage Outlook mailboxes / Groups using PowerShell scripts, manage 0365 E3 licenses, modifying mail ID in Exchange admin center On Prem.
  • Active Directory – Manage / Monitor network drives AD groups and its accesses.
  • Cyber ark - Add and Remove a computer to and from the troubleshooting group respectively , Gather Cyber Ark logs and event details from the computer , Configure JIT (Just In Time) policy for the computer , Provide offline authorization

Service Desk Analyst

Micro land Limited
Chennai, Tamil Nadu
02.2018 - 02.2019
  • Ensuring that quality control standards are met.
  • Ticketing Tool worked on SNOW (Service Now).
  • Strong working knowledge and fundamental operations of Microsoft Windows, Microsoft 365, Active Directory, Desktops, Laptops & Tablets, Printers & Peripherals, Networking Fundamentals.
  • Assigns users and computers to proper groups in Active Directory.
  • Modifying configurations, utilities, software default settings, etc. for the local workstation.
  • Strong working knowledge of relevant call tracking applications, remote support tools, and asset inventory systems.
  • Work with Vendors to identify solutions to uncommon problem.
  • Knowledge in HVD , VM and Citrix application and VAMP tool.
  • Installing &troubleshooting all type of licensed/unlicensed software’s like profile based and manual installation with using SDG Manager and SCCM tool.

Desktop Support Engineer

Refulgence INC limited
Chennai, Tamil Nadu
01.2017 - 09.2017
  • Knowledge/exposure on ticketing tools like ServiceNow, Remedy, VNC,Microsoft Share point.
  • Closed 95% of trouble tickets on the first call without escalation.
  • Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
  • Provide Tier I contact and incident resolution to customers with hardware, software, and application problems.
  • Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users).
  • Performed password resets, break fix, printer support and network connectivity troubleshooting.
  • Performed VPN issues in Global Protect , Palo Alto.
  • Proxy Software troubleshooting in Z scalar and Cylance.

Education

Bachelor of Engineering - Computer Science

Loyola Institute of Technology
Chennai
01.2012 - 04.2016

High School Diploma -

St Savio Matriculation Higher Secondary
Chennai
05.2011 - 03.2012

Skills

    Technical issues analysis

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Certification

CCNA Cisco certified

Interests

Sports - Soccer Occasionally played for 2nd division

Timeline

Service Desk Analyst

Schneider Electric
06.2021 - Current

Service Desk Analyst

Micro land Limited
02.2018 - 02.2019

Desktop Support Engineer

Refulgence INC limited
01.2017 - 09.2017

CCNA Cisco certified

06-2016

Bachelor of Engineering - Computer Science

Loyola Institute of Technology
01.2012 - 04.2016

High School Diploma -

St Savio Matriculation Higher Secondary
05.2011 - 03.2012

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Mohammed RehanService Desk Engineer