Mohammed Imtiaz Asif
Sangareddy
Summary
Proven Enterprise Service Desk Engineer with a track record of enhancing user satisfaction through efficient remote support and application assistance. At ATSG, excelled in hardware support and VPN configuration, showcasing a keen ability to manage critical escalations and improve system processes. Skilled in Office 365 administration and adept at fostering team collaboration.
Overview
9
9
years of professional experience
Work History
ENTERPRISE SERVICE DESK ENGINEER
ATSG
01.2022 - Current
- Currently working in shared Services, As a Level 1 & Level 2 Engineer supporting 12 clients in the United States of America.
- Connecting different escalations to consolidate issues and determine scale/ priority Providing end number of services as per the client requirements that include:
- On-boarding and off-boarding Users.
- Security groups and Shared Drive access.
- Mailbox Creation, Shared Mailbox and Distribution list creation in Office 365 Admin Portal.
- License assignment via Office 365 Admin portal as per the user position Matrix.
- MFA setup and reset in Microsoft Azure Portal.
- Every client has their own applications, I support more than 30+ applications.
- Pushing Applications through SCCM as per the business units requirements.
- Supporting iPhone and Android devices, Enrollment issues and other application issues.
- Fixing Network, local Printers and scanner issues.
- Troubleshooting different types of VPN application issues like Cisco Anyconnect, Pulse VPN and Global Protect.
- Installed, configured, and upgraded hardware and software.
- Worked on different types of remote tools like Team Viewer, Client remote access tool, Dameware, Zoho, Bomgar, N-Central, Connectwise and Cisco WebEx.
- I can work independently utilizing all available support material and tools to successfully resolve problems.
- Connecting different escalations to consolidate issues and determine scale/ priority
- I am ready to manage workloads effectively and can provide accurate accounting of work and time. Ensured customer satisfaction by providing timely and accurate resolution.
- Desire to learn new skills, take on new tasks as needed, and work as part of a team.
- Monitoring critical alerts through Logic Monitor and escalating the issue to the next level immediately within the SLA time frame.
- Documenting the repeated issues, creating Knowledge base articles and Videos.
- Documents all support issues in our ticketing system and adheres to all established policies and guidelines while supporting end users.
- Created and maintained detailed documentation of system and network configurations Providing training to new hires, providing complete knowledge about the process.
- Attending weekly and emergency meetings.
- Installed, configured, and upgraded hardware and software Documenting process updates and identifying the areas of improvement
Senior Systems Engineer
Yash Technologies
09.2015 - 09.2021
- Worked on IREG (U.S) & Veoneer Project (EUROPEAN) Supporting users from 7 different countries by Phone, Email & Chat support.
- Worked on 3 different types of ticketing tools like: BMC remedy tool, Del Kace 1000 and the best one is Service Now. On Service now ticketing tool I have 6 years of experience.
- Worked on different types of remote tools like: Team Viewer, Client remote access tool, Dameware, Zoho, Connectwise, Beyond Trust, N-Central & Cisco WebEx.
- Have basic knowledge of Office 365 Administration like assigning Microsoft licenses, creating user mailboxes adding distribution list, setting up email client on user desktop and Laptops, troubleshooting email client Outlook 365 issues on user pc’s.
- Installing software’s and Updates through SCCM. Fixing all kind of computer and software installation issues.
- Troubleshooting of Citrix VDI machines through Citrix Director Console, Troubleshooting of Desktop Pc’s, & Laptops.
- Troubleshooting basic network issue and routing it to the next level with proper information.
- Setting up Local, Network printers and Scanners on Laptops and Desktops.
- Preparing Knowledge based articles weekly for future references.
- Providing Application support to the users. Troubleshooting basic Salesforce login issues and outlook add in issues inside salesforce.
- Helping users in setting up outlook account on I Phone and Android.
- Troubleshooting Application issues on users I Phone through Mobi soti mobile device management server Console.
- Addressing user problems in the quickest time and ensuring that the problems do not reoccur.
- In Active Directory (User accounts creation, Termination, Security group permissions on files and folder, adding users to the requested security groups, giving permissions and licenses access on DL’s.) as per the process requirement. Ensured customer satisfaction by providing timely and accurate resolution. Created and maintained detailed documentation of system and network configurations
Education
High School Diploma -
St. Josephs High School
Board Of Secondary School Education06.2021
Bachelor of Arts - Political Science
Tara Degree College
BR Ambedkar Open University06.2007
B.I.Pc -
Nagarjuna Jr. College
Board Of Intermediate03.2003
Skills
- Remote Support
- Software Installation
- application support
- Hardware support
- VPN Configuration
- Office 365 basic administration
- Identity access
Timeline
ENTERPRISE SERVICE DESK ENGINEER
ATSG
01.2022 - Current
Senior Systems Engineer
Yash Technologies
09.2015 - 09.2021
High School Diploma -
St. Josephs High School
Bachelor of Arts - Political Science
Tara Degree College
B.I.Pc -
Nagarjuna Jr. College
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