Mohd Ahad
Lucknow
Summary
Highly skilled Support Engineer with deep understanding of troubleshooting, system management, and maintaining complex IT infrastructures. Strong ability to provide technical support to teams and end-users, ensuring systems run effectively and efficiently. Known for problem-solving skills, clear communication, and commitment to improving overall operations. Proven track record in enhancing system performance and implementing innovative solutions for technological challenges.
Overview
5
5
years of professional experience
Work History
Support Engineer
GSPANN Technologies Inc.
Gurugram
06.2025 - Current
- Monitored SAP systems for performance and availability issues.
- Performed system installations and configurations for SAP environments.
- Assisted in managing user access and security settings within SAP.
- Supported backup and recovery processes for critical SAP data.
- Managed and administered Microsoft Intune for enterprise endpoint management.
- Using the ServiceNow platform, managing and maintaining SLAs. Lead efforts in incident and problem management processes, ensuring timely resolution and implementing preventive measures to minimize disruptions to IT services.
- Enrolled and managed Windows, macOS, iOS, and Android devices.
- Collaborated with teams to troubleshoot technical issues in SAP landscape.
- Coordinated with functional teams on day-to-day operations related to SAP Basis activities.
Software Engineer
HCL Tech
Lucknow
01.2021 - 06.2025
- Managed system monitoring, user administration, support management, and performance tuning for SAP landscapes.
- Coordinating with internal teams (network, systems, security, cloud, and vendors) during incidents.
- Performing routine maintenance and health checks.
- Documenting incidents, resolutions, and procedures (runbooks, SOPs).
- Ensuring uptime and performance of critical services.
- 24/7 monitoring of networks, servers, applications, and systems using monitoring tools.
- Incident detection, logging, and escalation according to SLAs, and escalation matrices.
- Troubleshooting network and system issues (connectivity, latency, packet loss, outages).
- Responding to alerts and alarms, and performing first-level diagnostics.
- Implemented compliance policies and remediated noncompliant devices.
- Managed and administered Microsoft Intune for enterprise endpoint management.
- Participated in incident bridges and war rooms.
- Provide status updates during outages.
- Assist with root cause analysis (RCA).
Education
BCA -
Babu Banarasi Das University
Lucknow, India05-2019
Skills
- SAP system monitoring
- System installations
- Incident management
- User access administration
- Endpoint management
- Strong understanding of TCP/IP and the OSI model
- LAN/WAN technologies
- Linux and Windows server monitoring and basic administration
- Application and service availability monitoring
- Incident detection and isolation
- Root cause analysis (RCA)
- SLA and escalation handling
- Change and incident management
Languages
English
Advanced (C1)
C1
Hindi
Native
Native
Urdu
Advanced (C1)
C1
Timeline
Support Engineer
GSPANN Technologies Inc.
06.2025 - Current
Software Engineer
HCL Tech
01.2021 - 06.2025
BCA -
Babu Banarasi Das University