Mac OS Jamf Administrator
Mohd Waseem Akram
Mac Support Executive
New Delhi
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Apple Technical Support Representative
Unicorn Info Solution Pvt. Ltd.
New Delhi
09.2015 - 12.2021
- Analyzed trends to document emerging issues.
- Developed tutorials and instructional documents to educate customers on available troubleshooting tools.
- Multi-tasked Type systems while providing service and resolving customer issues, questions, comments or concerns.
- Utilized Software to appropriately document transactions and pertinent interactions.
- Utilized Type diagnostic tools to identify and solve variety of technical issues.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Referred unresolved customer grievances to designated departments for further investigation.
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Managed call flow to respond to technical support needs of customers.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Retained existing clients and developed Number new accounts by extending high quality and efficient support service.
- Patched software and installed new versions to eliminate security problems and protect data.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Bachelor Of Computer Applications - Computer Engineering Technology
I.E.C. India Education Centre
Himachal Pradesh 07.2018 - 08.2021
CBSE Board 10th Standard - Computer Engineering Technology
G.B.S.B.V. No-1
Yamuna Vihar 07.2012 - 03.2013
CBSE Board - Science Stream
BPGSBS No-1
Nand Nagri 04.2013 - 07.2014
Skills
Desktop support
undefinedAccomplishments
- Achieved Result through effectively helping with Task.
Additional Information
VIP Mac Support Managing and resolving the issues.
JAMF MDM management and troubleshooting JAMF 100 Associate Certified
Knowledge of the use of ServiceNow Desirable Experience of Reporting tools.
Managing Ticketing Tool Service Now ITIL
Managing and support on compliance.
In-depth knowledge of and experience with MacOS System engineering tasks, techniques (e.g., System hardening and security, kernel profiling and tuning, kernel and package compilation)
MacOS command line tools to support and automate Mac administration
Install, configure, and support hardware and software on MacOS device
Mac OS installation and Solution Operating systems like: - 10.6 Snow-Leopard, 10.7 Lion,10.8 Mountain Lion, 10.9 Mavericks 10.10 Yosemite, 10.11 El- Capitan, 10.12 Sierra, 10.13 High-Sierra, 10.14 Mojave,
10.15 Mac OS Catalina. Mac OS Big Sur 11 MacOS Monterey 12.
Keychains and site certificate on browsing issue solution
Installation Mac Software like Adobe Family, CS4, CS5, CS6, CC, FCP Family 7.0, 10.4.3, Microsoft Family Outlook Mail related issue Solution Configuration 2011,2016,2018,2019 • Installation local and network printer. On Mac Responsibility data backup.
Configure windows and Macintosh data sharing.
Configure Apple Mail & Microsoft Entourage and Outlook.
Installation virtualization and Parallels (Mac & windows same time working)
• Installation Boot Camp utilities (Mac & windows separate working)
• Troubleshooting Macintosh Operating System, Laptop's, Desktop's, iPhone iPad &
Software
Certification
Apple Cerified (B1F912DAD5)
Interests
Achieve My goals
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Risk comes from not knowing what you are doing.
Warren Buffett
Timeline
Jamf certified Associates
08-2022
MacBook Pro 14”/16” Certified
11-2021
MacBook Pro 15” Certified
08-2021
Mac Pro Rac 2019 Certified
08-2021
Bachelor Of Computer Applications - Computer Engineering Technology
I.E.C. India Education Centre
07.2018 - 08.2021
Apple Cerified (B1F912DAD5)
06-2017
Apple Technical Support Representative
Unicorn Info Solution Pvt. Ltd.
09.2015 - 12.2021
CBSE Board - Science Stream
BPGSBS No-1
04.2013 - 07.2014
CBSE Board 10th Standard - Computer Engineering Technology
G.B.S.B.V. No-1
07.2012 - 03.2013
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