Mohd Mubarak Hussain

• Expertise in Mac, IOS, Windows and android, JAMF admin, Azure Active directory.
• Delivered service levels in line with agreements by coordinating on-site support or remote assistance, Managing Service now tickets.
• Established troubleshooting strategies to help team members deal swiftly with common problems.
• Managed projects, Beekeeper tracking to make sure devices are being compliant and Work station program to help new user understand the Apps and educate how they work.
• Supported productivity increase and business growth through new hire training and mentoring, also cross training to the existing employees on Mac.
• Implemented best practices to drive quality IT project delivery.
• Trained personnel on use of IT tools and applications.
• Partnered with project team members to identify and quickly address problems.
• Managed installation, upgrade and deployment of new machines.

Tools Used: Jamf Pro, Five9, Service Now, Slack admin, Azure AD, Okta Admin, VMware, 1Password, M365, SLM, Webex, Quick assist

• Supporting iOS and Mac OS operating
• Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction.
• Taking the ownership of case and following up with user until he get resolution.
• Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
• Demonstrated advanced product knowledge to solve customer issues.
• Assisted customers with various types of technical issues via email, live chat and telephone.
• Confirmed that customers received efficient resolution to problems by researching issues and providing adequate information.
• Handled customer service issues by providing guidance or escalating for advanced support.
• Replied to customer calls within 24-hour period to promote active communication.
• Delivered local and remote Tier II IT support for hardware and software to company personnel.
• Assisted customer in understanding products, components and systems using technical demonstration.
• Walked customers through common phone hardware and software configurations to maximize service functionality.

• Providing technical help for Xiaomi device (Android).
• • Helping Enduser find the nearest Service centres for help.
• Installed and performed minor repairs to hardware, software.
• Evaluated software or hardware to recommend improvements or upgrades.
• Maintained positive working relationship with fellow staff and management.