CURRICULUM VITAE
MOHD IFTHAKAR AHMED
Mussafah, Abu Dhabi.UAE.
Contact details
Mobile No: +971 563264639
Email Id : techiftu@yahoo.com
Skype Id : ahmed.ifti2
CAREER OBJECTIVE
Highly motivated and dynamic professional to be an integral part of a growing an organization and be instrumental in the success of the IT division.
PROFESSIONAL SUMMARY
Experienced professional with over 10 years of IT Technical Support Experience.
1. Organization: Z & A Waste Management & General Transport L.L.C.
Designation: IT Administrator/System Administrator (UAE)
Period of service: (December 2014 –Till date)
Job Profile:
• Monitor and troubleshoot HP ProLiant multiple raid level Rack Server and Lenovo NAS Drive Multi Pack server and Monitor HP server hardware using HP Insight Diagnostics Software
• Maintain server, upgrade, secure system backups and disaster recovery preparation and Perform routine server monitoring and performance benchmarking.
• Setting up and configuring Installing authorized software & Ensuring patches and upgrades and Fault-finding core servers.
• Support,Monitor,Troubleshoot Microsoft Server 2008 and 2012, Desktop and Exchange Migrations/Installations, Cisco networking technologies, firewalls, switching, routing, and NAS
• Exchange server mailbox maintenance including archiving mailboxes
• Create and Manage New end-user accounts, permissions, access rights disabling expired accounts and Maintain and secure passwords, file system security and data integrity for desktop environment and reset Password in accordance with company policies.
• Configure mail account on BlackBerry, I phone, other vendor smart phone, windows pc and troubleshoot Microsoft outlook related issue.
• Monitor and maintain all user Email backup to Mail Backup server
• Monitor and Maintain Microsoft SQL Server for Optimal Performance
• Install, Configure, Troubleshoot and Maintain daily backup of ERP Software from Ezware technologies and Tally ERP software and Accounting Software and Create user, Access or denied permission for module and sub module of ERP.
• Assist the HR manager with the finger print machine and maintain confidentiality of employees’ timings.
• Update Company Website when required using word press Application.
• Setting up, configuring and Install Operating system on new laptops and desktops
• Install, configure, troubleshoot authorized Engineering and other vendor software ,Fault-finding and Troubleshoot to laptops and desktops and Providing support for MAC and Windows PC
• Install, configure, Monitor and Antivirus and Firewall Software, remove virus, spyware, and other non authorized software to all desktops and laptops
• Configure Install and Troubleshoot Print, Copy, Scan and Fax issue.
• Troubleshoot Lan, wan and Networking issue.
• Install Configure and Troubleshoot Internal Applications and other software issue.
• Troubleshoot system malfunctions; coordinate support with external vendors
• Perform installs as well as Move, Add and Changes on desktop Phones like PBAX and Avaya phone.
• Structure cabling and Setup, configure and Install CCTV
• Creating purchase requisitions for IT hardware/software
• Ensuring all software purchased licensing is recorded and maintained.
• Ensure all logs for equipment and users are maintained
• Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• Handle the tendering work, pre qualification, online registrations & IT related purchases.
2. Organization – ITS SMB - Dell International India services Pvt ltd
Designation: (Technical Support Specialist) /Client Technical support Senior Associate
Period of service: (August 2008-Feb 2014)
Job Profile:
• Provide technical resolution related to Dell desktop, laptop, workstations and to the global & corporate clients across India
• Provide 1st and 2nd line support of company s products for customer and corporate clients for Dell Vostro, Optiplex, Inspiron, XPS, Studio, Latitude, Adamo,Alienware & Projectors
• Handle real time escalations proactively to ensure the issue is resolved & thereby delight customers with timely resolution.
• Drive the group members towards achieving a great customer experience consistently & thereby also maintain & improve their individual metrics.
• Assist & guide and provide training to new hires with technical related issues.
• Performed PC maintenance in terms of warranty coverage, service requests and service contracts.
• Log all calls in the Service Desk Call Logging system software.
• Provide stats for the Daily and weekly Service Desk report on call trends
• Handle escalations efficiently & supervise the team as per the requirements to achieve good call quality consistently.
• Effective & real-time case ownership, case management & thereby take the case to closure in a timely manner.
• Handle Internal Project like FCR control, Revenue Generation, Cost Control and Customer Experience.
• Contributed to the knowledgebase by evaluating and updates to troubleshooting SOPs.
• Assist customer and Client for Subscription issue by Contacting Vendor.
• Assist customer for computer hardware and upgrading procedure.
• Coordinate and supervised onsite engineer for repairs and installation of hardware.
• Troubleshoot & maintain Local Area Network and wireless Connectivity, TCP/IP Problems.
• Install, configure and troubleshoot All Windows Version Operating system issue.
• Install, configure and troubleshoot Symantec, MacAfee and other Antivirus client’s software. Updating latest patches to client’s pc.
• Install, configure and troubleshoot Microsoft outlook and VPN Connectivity client issue.
• Assist customer for common desktop applications like Adobe Acrobat, WinZip, etc.
• Knowledge about Dell Servers.
Achievements:
? Revenue Star of the Quarter Q3 FY11.
? Best Customer Experience Award W12 FY11.
? Achievement of Highest Revenue Award in Q3 FY12
3. SUTHERLAND GLOBAL SERVICES
Designation: Technical Support Executive (DELL EMEA XPS)
Period of service: Jan 2008- April 2008
Job profile:
• Provided support for dell XPS laptop and desktop
• Provided online voice technical support to home and small business customer.
• Assisted customer in configuring and installing wired and wireless network.
• Provided technical help to customer for Operating system and Antivirus installing and configuration and subscription issue.
4. BRIGADE COOPERATION INDIA PVT LTD (US PROCESS)
Designation: Technical Support Executive
Period of service: October 2006-september 2007
Job profile:
• Trouble shoot hardware and software problems with the HP Printers’ like Desk Jet, Office jet, Photo smart.
• Provided online support to the US customer through chat, Email and voice.
• Remote assistance for installation and configuring of HP Printer software
in wired and wireless network.
• Assisting and troubleshoot for print, scan, copy and fax related issue.
• Providing Upgrade options for upgrading the existing printer.
PERSONAL SKILLS
• Ability to work independently and as part of a team and self starter.
• Strong verbal and personal communication skills.
• Good analytical and problem solving skills to troubleshoot systems problems.
• Good organization skills to balance and prioritize work, and multitask.
• Ability to learn quickly.
• Self motivated and Good team Player.
IT SKILLS:
• Well versed in Implementing, Managing, Maintaining and Troubleshoot Microsoft Windows Server 2000/2003/2008/2012 Network Infrastructure including Active Directory, Group Policy, VPN, DFS, WINS, DNS, DHCP, IIS, IP-Addressing, Plan to offer Remote-Assistance to Client computers, file replications and logon scripts. Installing and configuring File and Print Servers.
• Active directory management, NTFS security, disk quota management
• Creating standard Net-backup policies and taking back-up of the servers. Restoring the data as per the customer request
• Installing, Configuring and Troubleshooting of Networking Equipments: Routers and Switches.
• Knowledge about Implementing and configure security using firewall
• Client Windows operating system (XP, 7, 8 and 10).
• Knowledge about Mac OS.
• Server Operating System (windows 2000/ 2003/2008/2012 Server)
• Ms Office
• Knowledge about ITIL V3.
• Remote desktop connectivity applications, Go to Assist, Team Viewer and Windows Native tools.
• Knowledge about Linux administration
EDUCATIONAL QUALIFICATION
Master of Science in Information Technology from Kuvempu University 2011-2012.
Bachelor of Computer Application from Kurushetra University 2002.
Higher secondary education from Nagarjuna junior college 1997-1999.
Secondary school education from St Mary’s grammar high school 1996-1997.
PROFESSIONAL QUALIFICATION
DNIIT Program from NIIT
Diploma in Hardware course from Answer land technologies.
MCSE 2008/2012 Course in Windows Platform from Zoom Technologies.
CCNA (Routing and Switching) Course from Internetworkz.
CCNA V2 (Routing and Switching) Course from Zoom Technologies
Linux Administration course from Zoom Technologies
Checkpoint Firewall Course from Zoom Technologies
Web based ITIL course.
CERTIFICATION
MCP 2000 Professional
CCNA Certified
Personal Details
Father’s Name : Shaik Meera Moinuddin
Gender : Male
Languages Known : English, Hindi, Telugu and Urdu
Nationality : Indian
Countries Visited : UAE
References : Based on the Request
Yours sincerely
Mohammed Ifthakar Ahmed