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Mohammed Abdul Raheem Khan
IT Helpdesk/support Engineer
Hyderabad
Summary
IT Helpdesk/Support Engineer with 7 years of experience in technical support, system administration, and network management. Skilled in Microsoft 365, Active Directory/Entra ID, Dynamics 365 CRM, and Google Workspace administration. Hands-on experience with GoDaddy hosting and website troubleshooting, including DNS configuration, email setup, and resolving domain-related issues. Strong track record of solving user problems quickly, managing support tickets, and ensuring high customer satisfaction. Focused on delivering reliable IT support and improving productivity in fast-paced business environments.
Overview
3
3
Languages
7
7
years of professional experience
Work History
IT Support Specialist
Infosys Bpm Ltd
Hyderabad
02.2024 - 12.2025
- Delivered advanced support for Microsoft 365 services and Active Directory/Entra ID by handling escalated calls, emails, and chat requests. Resolved complex user access, mailbox, and security issues while ensuring SLA compliance and guiding junior support staff in troubleshooting.
- Logged incidents and service requests in ServiceNow with accurate categorization to maintain SLA compliance and streamline support processes.
- Performed account management tasks: user onboarding/offboarding, password resets, account unlocks, and group membership assignments in AD/Entra ID.
- Troubleshot Outlook login issues, OneDrive sync errors, and Teams connectivity problems, resolving majority at L1 level to enhance user experience and reduce wait times.
- Escalated unresolved issues to L2/L3 teams with detailed documentation, ensuring smooth handover and timely resolution.
- Managed Group Policies (GPOs) for device security and compliance, applying updates and verifying policy enforcement.
- Investigated phishing and spam reports in Outlook by analyzing email headers (SPF/DKIM/DMARC) and escalating confirmed threats to the security team.
- Developed and maintained Knowledge Base articles and Quick Start guides for recurring issues, improving accessibility of solutions for users and supporting faster resolution.
- Communicated technical resolutions in simple, user-friendly language, building trust and improving customer satisfaction scores.
IT Support Engineer
Cognizant
Hyderabad
12.2022 - 10.2023
- Provided advanced technical support for Google Workspace products including Gmail, Google Drive, Meet, Docs, Sheets, and DHCP.
- Resolved user issues related to account access, email routing, calendar sync, DNS and third-party integrations with a high first-call resolution rate.
- Diagnosed and resolved technical issues for client systems, improving user satisfaction and system performance.
- Guided customers through troubleshooting steps for DNS, VPN settings, MX records, SPF/DKIM/DMARC, and user provisioning, achieving effective resolution of technical challenges.
- Handled escalated technical issues via phone, chat, and email, maintaining compliance with SLA and quality benchmarks in high-pressure situations.
- Assisted administrators with managing user accounts, groups, organizational units, and security settings through the Google Admin Console.
- Educated users on best practices and features of Google Workspace, enhancing user understanding and optimizing security.
Process Associate - IT Helpdesk
Genpact pvt ltd
Hyderabad
12.2021 - 12.2022
- Managed support requests using ServiceNow and Jira, consistently meeting response and resolution deadlines.
- Resolved employee issues with computers, software, email, and internet, reducing downtime and ensuring smooth operations.
- Assisted with account setup, password resets, Microsoft 365 apps, and system access while following security rules.
- Solved problems in Windows, Active Directory, and company applications; escalated complex cases to senior teams for further resolution.
- Documented solutions for common problems, enhanced knowledge base, and proposed improvements to streamline future troubleshooting.
- Recorded solutions for common problems, updated knowledge base, and suggested improvements to reduce future issues.
Dynamic 365 CRM Support Specialist
Tech Mahindra
Hyderabad
12.2018 - 10.2021
- Provided end-user support for Dynamics 365 Customer Service, resolving issues related to case management, queues, and service-level agreements (SLAs).
- Configured and maintained customer service dashboards, forms, and views to improve visibility of open cases and agent performance.
- Set up and troubleshot omnichannel communication channels (chat, email, voice) to enhance customer engagement.
- Assisted in setting up and troubleshooting Omnichannel communication channels (chat, email, voice) for seamless customer engagement.
- Monitored and optimized routing rules and workflows to ensure timely case assignment to agents.
- Delivered training and documentation to customer service teams, facilitating CRM feature adoption and minimizing support tickets.
Education
Master of Computer Applications -
NB Science College
Hyderabad, India 04.2001 -
Bachelor of Computer Science & Engineering -
Mumtaz Colleget of Enng & Technology
Hyderabad, India 04.2001 -
Accomplishments
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft Certified: Intune Administrator
- Google Cloud Certified: Associate Cloud Engineer
Interests
Software
ServiceNow, Onesupport, Salesforce, GoDaddy DNS Manager
PERSONAL INFORMATION
Date of Birth: 01/07/94
Timeline
IT Support Specialist
Infosys Bpm Ltd
02.2024 - 12.2025
IT Support Engineer
Cognizant
12.2022 - 10.2023
Process Associate - IT Helpdesk
Genpact pvt ltd
12.2021 - 12.2022
Dynamic 365 CRM Support Specialist
Tech Mahindra
12.2018 - 10.2021
Master of Computer Applications -
NB Science College
04.2001 -
Bachelor of Computer Science & Engineering -
Mumtaz Colleget of Enng & Technology
04.2001 -