Mohammed Farooq Ahmed
Hyderabad
Summary
Delivers first-line customer and technical support across phone, email, live chat, and remote desktop channels, resolving issues quickly and maintaining high service standards. Maintains accurate CRM and ticket records, supports SLA compliance, and handles complex enquiries with a calm, solution-focused approach. Coordinates administrative tasks and system checks that keep service delivery organised and consistent.
Overview
5
5
years of professional experience
Work History
Service Desk Analyst
Deloitte
Hyderabad
10.2022 - Current
- Responded to 100+ daily customer inquiries via phone and email, delivering first-level support with a professional and solution-oriented demeanor.
- Delivered remote desktop support to customers, troubleshooting and resolving technical issues with an average resolution rate exceeding 85% on first contact.
- Responded promptly to customer email queries, reducing average email response time to under 2 hours through organized inbox and ticketing management.
- Maintained accurate records of customer interactions in CRM system, ensuring data integrity across internal databases and contributing to improved service quality.
- Performed scheduled system assessments across multiple client accounts, proactively identifying and resolving issues before escalation was required.
- Supported cross-functional administrative tasks, preparing reports and organising digital records using cloud-based tools to streamline information access.
Technical Support Representative
Tech Mahindra
Hyderabad
09.2021 - 10.2022
- Delivered customer support across 3 channels — phone, email, and live chat — handling 50+ tickets daily with accuracy and professionalism.
- Resolved technical questions related to software and hardware for diverse customer segments, achieving consistent high satisfaction ratings.
- Managed escalated service concerns, coordinating with internal teams to achieve resolution within agreed SLA timeframes.
- Documented customer interactions and transactions in CRM system, ensuring reliable records for escalation and reporting.
- Processed account changes and service requests, streamlining data entry and workflow prioritisation to reduce backlog by 30%.
Education
Bachelor of Science - Mechanical Engineering
Jawaharlal Nehru Technological University.
Hyderabad, TG01-2015
Intermediate (Higher Secondary) -
GJC Bollaram
01-2011
High School Diploma -
Pallavi Model School
01-2009
Skills
- Customer service and support
- Technical support and troubleshooting
- SLA compliance
- Hardware troubleshooting
- Software installation
- Microsoft Office 365
- Service coordination
- CRM documentation
- Ticket management
- Incident escalation
- Software installation and upgrades
- First line support
- Helpdesk experience
- Desktop troubleshooting
- Remote technical support
- Active Directory Group Policy
- Customer support
- Problem Resolution
Websites, Portfolios, Profiles
https://www.linkedin.com/in/farooq-ahmed-fa067/
Timeline
Service Desk Analyst
Deloitte
10.2022 - Current
Technical Support Representative
Tech Mahindra
09.2021 - 10.2022
Bachelor of Science - Mechanical Engineering
Jawaharlal Nehru Technological University.
Intermediate (Higher Secondary) -
GJC Bollaram
High School Diploma -
Pallavi Model School