Mohammed Cwaja Babu

• Handling both Inbound and Outbound calls related to technical issues
• Respond to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Validate technical information and issue early warnings and raise red flag information as needed.
• Hands on working experience with remote troubleshooting applications like LogMeIn rescue, Bomgar and RCViewer.
• Speaking to customers to quickly get to the root of their problem.
• Troubleshoot and resolve technical issues involving, Azure Cloud Services, Microsoft 365, along with other Cloud & SaaS Products.
• Woking on admin controls for Azure AD, M365 admin center, endpoint management, MS Teams.
• Microsoft related issues, MDM, Admin controls, Hardware troubleshooting’s, Other Software related issues
• Work on driver updates, firmware updates, other peripheral related issues such as printers, extended monitors, mouse, scanners, etc
• Reach out to internal teams to take approvals for any request or access to be provided to the user
• Reach out to supervisors of the users for approval to provide user with the required access
• New hire account set up in AD, laptop configurations and other software applications
• Pickup tickets from the main queue and make Outbound calls to help users with the resolution
• Documentation of calls and cases
• Aware of customers time restraints and work within those time limits
• Work with QA team and review tickets of Quality score accuracy for myself and the team.

• Providing Support to US, UK and Global clients.
• Working on Text Books, Live Solutions
• Run the SQL queries for the data given
• Working on international edition books
• Creating AR reports and also working with the technical teams to provide better resolution to the customer
• Develop best practices and guidelines for technical support
• Execute resolutions to problems and follow standard practices
• Combine technical expertise with customer service to work towards resolution
• Provided Service desk support to the client and customers
• As service desk engineer provided support
• Made notes of the tickets or issues raised by the client/customers, understand them and share the tickets details to higher technical team

GPA: 8, GPA: 59

82.5 percentage

CGPA 8.0