Mohammed Mashooq E Rabbani
Toronto,Ontario
Summary
A dynamic, team-spirited, and results-oriented individual with a robust foundation. Diligent Computer System Technician - IT, Infrastructure Services with a quality-driven and methodical approach to completing daily tasks and solving complex problems. Excellent communication and analytical abilities. Excels in collaborating with technology specialists to assist project management. Accurately prescribes troubleshooting measures and contributes to problem resolution. Supports IT, team members, in ascertaining optimum policies to secure sensitive information. Offers crucial IT assessment to ease staff decisions on patches, updates, and troubleshooting. Knowledgeable Technical expertise with a quality-driven and methodical approach to completing daily tasks and solving complex problems. Excellent communication and analytical abilities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Raje Healthcare Pvt Ltd
Hyderabad, Telangana
10.2020 - 08.2022
- Technical knowledge of end-user hardware including PCs, Apple devices
- Basic knowledge of networking including TCP/IP and Windows
- Good understanding of internet technologies (HTTP, HTTPS, e-mail, VPN, etc.)
- Adroit understanding of Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups, OU management, etc.) and familiarity with managing user access
- Customer service oriented, Strong written and verbal communication skills
- Excellent problem-solving skills, Strong interpersonal skills, Strong organizational skills, and Propensity to learn
- Able to manage client expectations by actively listening and communicating in a friendly, professional manner.
- Able to make sound judgments and decisions after a thorough investigation of a incident.
- Performed roles at taking initiative and ownership in assisting users, as well as during low call/email volumes, Able to work independently or in a team with minimal supervision
- Provided basic end-user troubleshooting, on use, functionality, and application to business problems. and desktop support.
- Documented support interactions for future reference.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Prepared references for users by writing clear operating instructions.
- Configured hardware and granted system permissions to new employees.
- Logged support tickets and closed when issues were resolved.
- Proficient at providing technical support in an enterprise environment, consisting of Windows desktops, laptops, thin-clients, Mac OS, and iOS devices.
- Experience in supporting Email systems such as Exchange/Outlook, Experience working in ServiceNow ticketing system.
- Experience in imaging/deploying desktops, laptops & mobile devices
- Strong knowledge of Microsoft products – Windows 7, Windows 10, Excel, Word, PowerPoint, Outlook, Teams, Office 365
- Developed and tested new product offerings before release to assist the development team in bug identification.
System Support Analyst
Raje Healthcare Pvt Ltd
Hyderabad, Telangana
03.2019 - 10.2020
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Organized system operating procedures to strengthen controls.
- Established specifications and coordinated production with software programmers.
- Discovered root causes of problems and identified appropriate solutions.
- Resolved or escalated problem tickets to resolve user issues.
- Educated stakeholders on data protection tactics to reduce breaches.
- Track record of performing full stack, iterative application development, Strong analytical and problem-solving skills
- Able to work well within a team and high-pressure environment, Excellent written and verbal communication skills, both technical and non-technical.
- Strong knowledge of security incident management, malware management, and vulnerability management processes
- Experience with web content filtering technology - policy engineering and troubleshooting.
- Working experience in IT SDLC, IT Project Management, Network IOT Roll-Out, and Logistics/Supply Chain will be an asset.
- Solid understanding of IT including multiple operating systems and system administration skills (Windows, Solaris, Unix)
- Basic understanding of client-server applications, multi-tier web applications, relational databases, firewalls, VPNs, and enterprise Anti-Virus products and a Strong understanding of networking principles
- Active Directory (Active Roles Server), Exchange and SharePoint, OneDrive, Office 2010/2016 and 365, Microsoft Teams, Mobile OS - Apple IOS, MAC OS, and Android, ServiceNow
- Troubleshooting experience with desktops, laptops, virtual machines (Citrix and VMware), multifunction printers, LAN & wireless connectivity, Pulse Secure (VPN), and software installations
TECHNICAL SUPPORT REPRESENTATIVE
Idea Labs
Hyderabad, India
01.2018 - 03.2019
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Understanding of TCP/IP, HTML, LAN/WAN, firewall, and VPN Technologies
- Experience with Google Suite applications (Gmail, G+, Docs, Sheets), Experience with Windows 7 Operating System, Knowledge of MS Office Suites, Knowledge of Lotus Notes is an asset
- Familiar with ticketing systems like ServiceNow, JIRA, SysAid, and/or Remedy
- Able to provide basic desktop and web application troubleshooting (IIS, ASP.NET) relating to OS environment and network issues
- Work knowledge of SQL, MS Dynamics, PowerBI, and SharePoint 365.
- Knowledge of Active Directory and creation/management of users
- Cyber Security knowledge
- Software- Windows OS, MAC OS, Android/iOS, and 3rd /internal software
- Hardware – Dell/HP, Apple MacBooks, mobile tablets/phones, printers
- Cloud Tools: Microsoft 365, Exchange, Configuration Manager (reporting), DFA, MDM
- Working experience with ITSM Tools
- Basic PHP, HTML & CSS, and SQL skills an asset
- Experience in addressing support tickets/requests in a queue environment (JIRA)
- Having previous technical support experience working within SaaS or fast-paced support organizations.
Technical Writer
Idea Labs
Hyderabad, Telangana
06.2015 - 12.2018
- Proofread copy written by colleagues to correct spelling, punctuation, and grammar.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Analyzed developments in the field to update instruction literature.
- Experience in the creation of technical projects and user documentation, including procedures at the specified experience level
- Experience with a wide range of technical writing methods, tools, and techniques and knowledge of industry standards and best practices
- Knowledge and experience in developing online documentation
- Knowledge and experience with communications protocols
- Knowledge and experience with tools for the creation, distribution, and maintenance of project and user documentation
- Ability to communicate with cross-functional teams (development, business, testers) and a wide range of audiences
- Ability to create a detailed configuration/administrative guide to users covering all details require and Experience working in distributed teams
- Knowledge of localization processes along with Knowledge of design thinking methodologies
- Experience with desktop publishing software and use of collaboration tools
- Skilled at using standard technical writing tools such as Microsoft Office and/or Adobe Technical Communication Suite
- Technical writer or UX writer for an enterprise-level software company
- Familiarity with MadCap Flare authoring tool and Authoring in an agile environment, API documentation experience, UI writing experience
- Knowledge of Organizational Change Management principles and practices to contribute to material content for the program.
- Demonstrated experience creating content in an engineering, IT, or technical environment
- Experience with tools/software for composing comprehensive documents, such as MS Office Suite, Adobe Framework, or Adobe Acrobat.
Education
Bachelor of Science - Computer Systems Technician, IT Infra Services
Sheridan College Institute of Technology And Advanced Learning
Brampton, ON06.2024
Bachelor of Science - Business Administration
Sabarmati University (CTU)
Ahmedabad, India06.2018
Telangana State Board of Intermediate Education - Mathematical Sciences
Sri Chaitanya Junior Kalasala College
Hyderabad, India03.2015
Skills
- Technical troubleshooting, and Analysis
- Technical Proficiency in Logging Bug reports and supporting tickets (ServiceNow)
- IT Software Development Lifecycle
- Data analysis (Relational Databases)
- Web Applications: HTML, CSS
- Equipment setup, System monitoring, and Networking Issues
- Client-server applications, multi-tier web applications
- Proficient in multiple Operating Systems, Microsoft Office Suite, and Microsoft
Affiliations
Elected Captain of Cultural and Sports
Team.
Member of National Student Union of
India (NSUI).
Received Telangana State Scholarship
for consecutive years of 2014 and
2015.
Secondary School Diploma continuing
education in Mathematical Science,
Physics and Chemistry
PSITC - COMPUTER SYSTEM
Additional Information
- ADDITIONAL INFORMATION Awards & Honors Vidyadhan - Telangana Intermediate Scholarship, Winner Apex body member in School
- Participated in “A.P STATE AIDS CONTROL SOCIETY” at Aziz Nagar, Hyderabad in collaboration with District AIDS Prevention and Control Unit (DAPCU)
- Participated in workshop on Ethical Hacking and Information security at Mahatma Gandhi Institute of Technology, Hyderabad, Conducted by BITS, Pilani
Certification
- Certified Professional at Web Design and Development Training - LinkedIn
- Certified Excel Essential Training (Office 365/Microsoft 365), LinkedIn
- Certified Word Essential Training (Office 365/Microsoft 365), LinkedIn -
Timeline
Help Desk Analyst
Raje Healthcare Pvt Ltd
10.2020 - 08.2022
System Support Analyst
Raje Healthcare Pvt Ltd
03.2019 - 10.2020
TECHNICAL SUPPORT REPRESENTATIVE
Idea Labs
01.2018 - 03.2019
Technical Writer
Idea Labs
06.2015 - 12.2018
Bachelor of Science - Computer Systems Technician, IT Infra Services
Sheridan College Institute of Technology And Advanced Learning
Bachelor of Science - Business Administration
Sabarmati University (CTU)
Telangana State Board of Intermediate Education - Mathematical Sciences
Sri Chaitanya Junior Kalasala College
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