MOHD KHAN

Core Competencies: Key Achievements:

Proficient IT Support Specialist
Skilled in managing tasks within the JIRA ticketing system for efficient issue tracking and resolution. Experienced in troubleshooting a variety of hardware and software issues, ensuring seamless user experiences across multiple platforms and technologies.

• JIRA Ticketing System Management:
  Proficient in managing and resolving a high volume of technical support requests within the JIRA ticketing system, ensuring tasks are tracked, prioritized, and resolved in a timely manner, with full adherence to SLAs.
• Printer Hardware Troubleshooting:
  Expertise in diagnosing and resolving printer hardware issues, including troubleshooting network connectivity problems, configuration errors, and driver compatibility issues to ensure minimal downtime and smooth operations.
• Monitor Malfunctions & Display Performance:
  Troubleshoot and resolve a variety of monitor display issues, including screen flickering, color calibration, and no signal errors, ensuring optimal display performance for end users.
• O365 Applications Support:
  Skilled in providing technical support for O365 applications such as Outlook, Teams, and OneDrive. Proficient in resolving common issues, including synchronization failures, permissions errors, login issues, and access management to ensure continuous productivity.
• VPN Connectivity Troubleshooting:
  Expertise in resolving VPN connectivity issues, ensuring users can securely access corporate resources remotely. Able to troubleshoot issues related to VPN performance, authentication failures, and network connectivity.
• Okta Identity Management:
  Proficient in Okta for user identity management and authentication. Resolving issues such as user login problems, account provisioning, and MFA-related errors, ensuring secure and efficient access for users across applications and services.
• MFA & 2FA Issues:
  Skilled in troubleshooting Multi-Factor Authentication (MFA) and Two-Factor Authentication (2FA) issues, resolving challenges related to token generation, device registration, and authentication failures to ensure secure access.
• Active Directory (AD) Troubleshooting:
  Comprehensive experience troubleshooting Active Directory issues such as user account lockouts, password resets, group policy conflicts, and AD synchronization errors. Proficient in ensuring smooth user access, permissions management, and system security.
• Remote Desktop Protocol (RDP) Troubleshooting:
  Expertise in resolving RDP issues, including session timeouts, login failures, and authentication errors. Ensures seamless and secure remote desktop access for users, improving productivity for remote teams.
• Windows OS & Server Support:
  Skilled in troubleshooting and resolving a wide range of issues related to Windows 10 and Windows Server, including system crashes, software conflicts, network configuration issues, and performance optimization.
• Azure Platform Troubleshooting:
  Experience in providing support for Azure services, including Azure AD, virtual machines (VMs), and cloud storage. Troubleshoots issues related to service availability, VM provisioning, and network configurations in the cloud environment.
• System Hardening & Image Installation:
  Proficient in implementing system hardening techniques, ensuring systems are configured with the latest security patches and comply with organizational security policies. Skilled in image installations to maintain consistency and security across all endpoints.
• Software Installations & Updates:
  Experienced in installing software and troubleshooting update errors across various platforms, ensuring systems are kept up to date and compatible with required applications.

• Enhanced Security & Access: Successfully resolved Okta and MFA issues, improving user access management while ensuring secure authentication practices.
• Improved System Stability: Addressed complex Windows Server and Windows 10 issues, leading to enhanced system stability, reducing downtime, and increasing overall productivity.
• Optimized Remote Work: Resolved RDP and VPN connectivity challenges, enabling secure and reliable remote access for employees.
• Streamlined Cloud Operations: Provided effective support for Azure services, ensuring smooth cloud operations and seamless integration between on-premise and cloud systems.
• Efficient Printer Management: Streamlined printer management by resolving connectivity and configuration issues, reducing print-related downtime and improving workflow.

Core Competencies: Key Achievements:

Proficient NOC Engineer | Network Troubleshooting, Cloud Networking, and PBX Device Support
Experienced in utilizing ticketing tools such as ServiceNow and BMC Remedy for efficient issue tracking and resolution. Skilled in troubleshooting PBX devices, particularly within the Avaya Cloud, with a strong focus on ensuring optimal network performance and uptime.

• Network Troubleshooting:
  Expertise in diagnosing and resolving network issues, including connectivity problems, routing issues, IP address conflicts, and performance bottlenecks.
  Proven ability to identify root causes and implement effective solutions to minimize downtime.
• Routing & Switching:
  Strong understanding of network layer protocols such as OSPF, VLANs, VPNs, and Layer 2/Layer 3 switching.
  Experience in designing, configuring, and troubleshooting complex networks for enterprise clients.
• TCP/IP & Subnetting:
  In-depth knowledge of IP addressing, subnetting, and protocols like TCP/IP, DNS, and DHCP.
  Expertise in optimizing IP addressing schemes for efficient routing and network performance.
• Wireless Networking:
  Configuring and troubleshooting Wi-Fi networks, including access points, wireless controllers, and security settings to ensure reliable wireless communication.
• Network Monitoring & Performance Optimization:
  Proficient with SolarWinds, Wireshark, and PRTG for monitoring and optimizing network performance.
  Focus on proactive network health checks and troubleshooting to ensure continuous, optimal performance.
• VPN Configuration:
  Experience with VPN technologies such as IPsec, SSL VPN, and site-to-site VPN configurations to secure remote access for users.
• Cloud Networking:
  Familiar with cloud-based networking solutions, including Azure Networking and hybrid cloud models, ensuring seamless integration and secure connectivity.
• Configured, tested, and deployed networking equipment (routers, switches, and firewalls) for enterprise clients, ensuring secure and robust network infrastructure.
• Troubleshot and resolved network-related issues (connectivity, performance, security), minimizing downtime and maximizing network efficiency.
• Implemented VLANs, routed networks, and inter-VLAN communication to ensure proper segmentation and isolation of network traffic.
• Configured and maintained secure VPN solutions for remote access, providing encrypted connections for users and safeguarding sensitive data.
• Assisted with network performance monitoring, proactively identifying potential issues and ensuring the optimal operation of network systems.
• Reduced Network Downtime: Successfully minimized network downtime by rapidly diagnosing and resolving issues, optimizing network availability.
• Enhanced Network Performance: Utilized performance monitoring tools to identify bottlenecks and implemented corrective measures to improve overall network speed and efficiency.
• Improved Remote Connectivity: Configured and maintained reliable VPN solutions, ensuring secure and efficient remote access for users across multiple locations

Core Competencies:

Skilled Service Desk Analyst with extensive experience in troubleshooting and providing top-tier support for retail operations and End User Computing (EUC). Adept at maintaining smooth business operations and delivering effective, timely solutions.

• Technical Support for Retail Operations:
  Ensure smooth retail operations by providing troubleshooting and technical support across all store locations.
  Minimize service disruptions, maintaining operational efficiency in fast-paced retail environments.
• End User Computing (EUC) Support:
  Diagnose and resolve hardware, software, and network connectivity issues to support end-users.
  Provide tailored solutions to enhance productivity and streamline in-store workflows.
• Office 365 Troubleshooting:
  Basic Support: Assist with account login issues, password resets, and email synchronization.
  Intermediate Support: Resolve issues with Outlook profiles, OneDrive syncing, SharePoint, and Teams.
  Advanced Support: Manage Exchange Online, O365 licensing issues, multi-factor authentication (MFA), SSO integration, and admin role troubleshooting.
• Service Desk and Ticketing System Expertise:
  Utilize ServiceNow and BMC Remedy to efficiently track, manage, and resolve service requests and incidents.
  Ensure SLA adherence and timely resolution of user-reported issues.
• Wireless Connectivity Support (Vodafone Routers):
  Troubleshoot and resolve wireless connectivity issues with Vodafone routers in retail stores, ensuring a reliable and secure network for staff and customers.
• Cisco Meraki Dashboard Monitoring:
  Monitor and manage the Cisco Meraki dashboard, identifying and resolving potential network issues proactively to ensure continuous store operations.
• Azure Platform Troubleshooting:
  Basic Support: Assist with user account setup, access permissions, and user management via Azure Active Directory (Azure AD).
  Intermediate Support: Troubleshoot issues with Azure Virtual Machines, VPN configuration, and service interruptions.
  Advanced Support: Resolve complex authentication issues, optimize cloud services, and integrate Azure AD with on-premises Active Directory.
• Active Directory (AD) Troubleshooting (Basic to Advanced):
  Basic Issues: Resolve user login issues, password resets, and group membership troubleshooting.
  Intermediate Issues: Troubleshoot account lockouts, permission issues, and AD replication problems.
  Advanced Issues: Manage domain controller replication, troubleshoot group policy issues, DNS/DHCP integration, and resolve Kerberos authentication failures.
• Collaboration & User Training:
  Work closely with retail staff to understand their technical needs and provide customized solutions.
  Conduct training sessions on new technologies, best practices, and troubleshooting techniques to empower employees and reduce service requests.
• Documentation & Knowledge Sharing:
  Maintain accurate records of issues, resolutions, and user interactions to improve service quality and knowledge sharing within the team.
• Escalation & Coordination with IT Teams:
  Collaborate with IT teams to escalate and resolve complex technical issues, ensuring fast and effective problem resolution across business units.
• Operational Excellence:
  Ensure uninterrupted store operations by proactively addressing technical issues and minimizing downtime.
  Continuously monitor systems to identify and address potential issues before they impact business operations.

Dedicated Technical Support Analyst with expertise in diagnosing and resolving issues related to cable
internet and telephone services. Committed to delivering exceptional customer support and ensuring
optimal connectivity.

Troubleshoot and resolve technical issues related to cable internet and telephone services using
systematic analysis and diagnostic tools.
• Provide outstanding support to customers through various channels, ensuring clear communication and
prompt resolution of inquiries.
• Assist customers with equipment setup and installation, offering step-by-step guidance for a seamless onboarding experience.
• Monitor service performance and proactively identify potential issues to maintain optimal functionality.
• Maintain accurate records of customer interactions, issues encountered, and resolutions, contributing to
a robust knowledge base.
• Collaborate with engineering and network teams to escalate complex issues, ensuring timely resolution
and enhanced service delivery.

• Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.

• Educate customers on product features and troubleshooting techniques, empowering them to resolve
minor issues independently.

Dedicated Customer Support Officer with expertise in assisting customers by addressing inquiries and
resolving issues. Committed to providing exceptional service and ensuring customer satisfaction.

Respond to customer inquiries through phone, email, and chat, delivering timely assistance.
• Identify and resolve customer issues effectively and efficiently.
• Maintain in-depth knowledge of company products and services to provide accurate information.
• Document customer interactions and maintain comprehensive records of issues and resolutions.
• Collect customer feedback to enhance service quality and overall customer experience.
• Collaborate with cross-functional teams to address customer concerns and improve service delivery.

• Managed high call volumes while maintaining composure and professionalism under pressure.
• Achieved consistently high customer satisfaction ratings through personalized assistance and empathy in interactions.