Mohammed Farzaan Manna
Bengaluru
Summary
To work in an organization, where my skills and experiences in the software development and hardware can be utilized; to enable my personal as well as professional development.
Overview
10
10
years of professional experience
Work History
Desk Side & Technology Support Specialist
WS Atkins India Pvt Ltd
09.2022 - Current
- General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk and manage local IT
- Management of all 2nd line incidents and requests assigned to their queue in Service Now
- Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
- Familiarity with IT Asset and configuration (CI / CMDB) management Processes
- Deploy Laptop / Desktop computers and peripherals, record, and track assets document during deployment according to IT Services standards and workflow procedures
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
- Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution
- Support the set-up of new offices, sites, or projects across the local region
- Ensure in the maintenance of all local equipment rooms and conference room IT Services facilities, mitigate risks arising from audits, fire, safety, or other risk assessments
- Develop, review, and improve processes to maximize efficiencies within the team
- Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
- Ability to deliver training to audiences across the local region
- Support and adhere to processes outlined in the Business Management System
- Provide weekly/daily reports/time reporting and updates on current issues
- Ability to communicate at all levels within the company.
Technical Support Engineer
VMware
08.2021 - 09.2022
- Work independently to resolve customer, TSE, and team issues, supporting the management team in overall development of the team
- Knowledge on vSphere and vSphere networking
- Work on Virtualization & Cloud computing
- Work independently to resolve customer, TSE, and team issues, supporting the management team in overall development of the team
- Partner with Engineering, Field Teams, and technical experts to resolve issues to make it easier for customers to use our technology.
Senior Technical Analyst
DELUXE-Digicaptions
Bangalore
09.2016 - 08.2021
- Performing infrastructure functionalities like monitoring and managing Microsoft exchange server
- Handle escalations or complicated issues
- Handle VIP users to avoid any delay or dissatisfaction
- Monitor ticket queue on Jira and assign work equally among L1's
- Handling a team of 7-8 members
- Change Management
- Knowledge base article creation or updating on Wiki
- Training new hires or Reiterate topics to stay on top
- Server Back-end access to resolve technical problems
- Setup/disable Active directory accounts or Exchange mailbox
- To have a good rapport with other resolver teams helping them to find solutions quicker
- Admin access to Azure User management, O365 admin portal
- Work closely with management in setting up easier processes.
Technical Analyst
DELUXE-Digicaptions
Bangalore
04.2016 - 09.2019
- Working on applications for defects and reporting the same
- Performing infrastructure functionalities like monitoring Microsoft exchange server
- Working on all properties of Active Directory
- Promote and maintain a high quality, professional, service-oriented support to stakeholders
- Support with security services including Anti-Virus, VPN, SSO Authentication
- Conduct presentations and reports on team performance based on audits and interactions with peers
- Manage Gsuite accounts.
Application Analyst
IBM
Bangalore
06.2014 - 02.2016
- Testing applications for defects and reporting the same
- Trouble shooting and rectifying network issues
- Trouble shooting and resolving issues on Lotus notes and same time
- Handling complex customer Scenarios, documenting solutions, and effectively providing dependable and timely resolution to all products related technical issues
- Providing direct technical assistance to customers via phone, email, and chat
- Expertise as a SME, gather feedback on enhancement, educate your colleague
- Articulate customer insight to highlight functionality that can be improved.
Education
Bachelors in computer applications -
Kristu Jayanti College, Bangalore University
01.2014
Quawatul Islam College
01.2011
Skills
- Strong Communication skills both written and oral
- Team Player with interpersonal skills and ability to read and work with people in an effective manner
- Ability to multitask and prioritize tasks, along with time management skills
- Being detail oriented is strength, which shows in my ability to complete my tasks with efficiency
- Interpersonal skills to interact with customers and team members
- Commercial Awareness - knowing how a business or industry works and what makes a company tick
- Ability to take a logical and analytical approach to solving problems and resolving issues
- Assigning and delegating tasks well, setting deadlines and leading by good example
- Expertise in analyzing the software and performing up gradations as necessary
- Excellent computer hardware knowledge
- Knowledge to work with languages like C, C, Java, VB, Net and ASPNet
- Programming abilities on HTML, JavaScript
- Ability to interact with the clients and understand their requirements and provide full customer satisfaction
- Strong analytical and problem-solving skills
- Ability to implement and get adapted to new technologies easily
- Familiar with LDAP, Active Directory and SSO
- Highly proficient with MS Office (including excel)
- Ability to multitask and perform effectively in the fast-growing environment
- Experience in Handling executive escalations
- Familiar with applications such as PowerShell, Jira, etc
- Administration of Azure user management and O365 exchange portal
Personal Information
- Place of Birth: Coorg, Karnataka
- Date of Birth: 11/12/1991
- Nationality: Indian
Languages
- English
- Hindi
- Kannada
Timeline
Desk Side & Technology Support Specialist
WS Atkins India Pvt Ltd
09.2022 - Current
Technical Support Engineer
VMware
08.2021 - 09.2022
Senior Technical Analyst
DELUXE-Digicaptions
09.2016 - 08.2021
Technical Analyst
DELUXE-Digicaptions
04.2016 - 09.2019
Application Analyst
IBM
06.2014 - 02.2016
Bachelors in computer applications -
Kristu Jayanti College, Bangalore University
Quawatul Islam College
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