Mohammed Vazeeruddin

• Perform first-level of troubleshooting and issue resolution for both LAN/WAN and wireless network environments.
• Deploy software upgrades and patches to network switches and routers, ensuring optimal performance and security.
• Manage Windows OS and MacOS Installations via SCCM.
• Provide both remote and on-site IT support for end-users, addressing hardware, software and application issues.
• Provide comprehensive IT asset management, tracking hardware/software inventory and ensuring proper lifecycle management.
• Maintain and update detailed IT documentation, ensuring accuracy and accessibility.
• Prioritize and manage IT support requests, ensuring efficient and timely resolution in line with service level agreements (SLAs).
• Configure new user laptops/desktops (Windows and Mac) and set up user accounts.
• Troubleshoot and resolve issues related to Microsoft Office 365 applications.
• Diagnose and resolve Windows logon issues utilizing Active Directory Domain Services (AD-DS).
• Provide support for VPN connectivity issues, ensuring secure and stable remote access.
• Address and resolve BitLocker drive encryption issues to ensure data protection and system security.
• Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
• Implemented strategic initiatives to foresee customer challenges, thereby decreasing the necessity for reactive assistance.

• Provided outstanding technical support via phone and chat, ensuring seamless and efficient customer experiences.
• Resolved customer inquiries and issues promptly and professionally, delivering high-quality solutions.
• Diagnosed and addressed technical issues with Amazon Devices and Digital Products, identifying root causes and implementing corrective actions to ensure customer satisfaction.
• Processed digital service orders and refunds in compliance with company policies, ensuring accuracy and adherence to standards.
• Managed escalated customer complaints with empathy, delivering timely resolutions and enhancing customer relationships.
• Maintained expert knowledge of Amazon Devices, Digital Products, services, and policies to offer accurate and reliable assistance.
• Documented customer interactions and maintained up-to-date records in company systems, ensuring accurate tracking and reporting.
• Surpassed performance metrics related to response times, resolution efficiency, and customer satisfaction.
• Adapted quickly to new software tools and technologies to enhance support efficiency and improve customer experience.

Technical Support & Issue Resolution

• Managed and prioritized incoming IT support requests via phone, email, and ticketing systems, addressing hardware, software, networking, and other IT-related issues.
• Delivered comprehensive technical support for desktops, laptops, and end-user computing environments, utilizing troubleshooting techniques to resolve technical problems efficiently.

Incident Management & Troubleshooting

• Provided first-line troubleshooting for service interruptions, including Exchange Server and VPN issues, and escalated complex issues to system engineers when necessary.
• Collaborated with cross-functional teams (server, application support, etc.) to ensure prompt issue resolution and effective service delivery.

End-User Support & Training

• Served as the primary IT contact for internal users, ensuring consistent communication and issue resolution.
• Empowered junior team members through mentorship, resulting in a more collaborative work culture.

Remote Support & System Administration

• Delivered remote desktop support for software installation, configuration, and troubleshooting.
• Administered user accounts in Active Directory (AD-DS) and managed Exchange Server tasks, including mailbox creation and modification.
• Managed Novell eDirectory logon issues and performed remote software assignments via Novell ZENworks.

System & Security Management

• Diagnosed and resolved system performance issues, including those related to security (e.g., McAfee Endpoint Encryption, BitLocker, and 2FA).
• Managed Cisco VPN connections and provided troubleshooting support for VPN-related issues.
• Configured and troubleshot WebEx, Citrix Management Console, and Windows network drive access for optimal functionality.

Software & Application Support

• Installed, reinstalled, and configured essential applications, including Cisco VPN, Adobe Acrobat, Lotus Notes, and WebEx.
• Administered backup scripts, resolved software deployment issues via SCCM, and conducted troubleshooting for virus-related performance issues.

Project Support & Documentation

• Contributed to new technology projects and pilot programs, providing feedback and implementation support.
• Developed and maintained detailed technical documentation and knowledge-sharing resources for IT operations and service desk staff.

• Delivered comprehensive onboarding and technical training to new hires, ensuring new hires were fully prepared to support our client.
• Conducted in-depth training on troubleshooting IBM laptops, HP OfficeJet All-in-One Printers, broadband connectivity/VPN issues, Public Key Infrastructure (PKI), intranet troubleshooting, Microsoft Outlook, and MS Office applications.
• Developed and updated technical training materials, ensuring they remained current with evolving technologies and client requirements.
• Collaborated with clients to gather technical process information, ensuring accurate and relevant training content.
• Assessed the training needs of production technicians and facilitated tailored training sessions to enhance performance and efficiency.

• Received inbound client calls from US
• Processed the customer queries regarding their credit card
• Documented the case history in the ticketing tool
• Provided accurate and true information needed by the caller