Abdul Razzak Email & Phone Number

More than 10+ years of exceptional skill as Lead-deskside support.Planning to move in Azure Cloud support as in which i am getting trained myself to experience new opportunity.Troubleshooting & Problem SolvingService Now – Ticket toolCommunication & Interpersonal SkillsCreative Thinking Skills

Listed skills include Windows Server, Fortinet, Windows 7, Computer Hardware, and 11 others.

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  Desktop Support Team Lead

  Sutherland Healthcare Solutions

  Jul 2014 - Present - Telangana, India

  ·        Oversee the day-to-day operations as a Technical Support Act as a mentor and provide oversight, coaching, and training to technical support staff.·        Provide efficient second level deskside support to onsite and remote user within organization.·        Review all technical support related processes and documentation for continuous improvement·        Record and track team SLAs and workflows to share during IT meetings.Prepares reports related to Hardware, Windows Image, IT asset allocation data which are required by IT Function Officers to update records and internal portals.Worked mostly on troubleshooting client tools such Citrix receiver, Cisco VPN software built on client profilel.Prioritized and scheduled resolution of relayed problems; if possible, cascaded issues to the Technical Support group.Vendor call log and follow up’s.Responded to all incoming help requests from end-users via ticket’s, email, and inbound calling channels.System Auditing and Updating of Audit recordsMcAfee Patch Updating and migration.·        SCCM Patch Updating and Migration ·        Accessed all software updates, drivers, knowledge bases, and FAQ resources when assisting customers in problem resolution.·        Conducted hands-on fixes at the desktop level including the installation and upgrading of software, implementing the file backups, and configuring systems and applications.Attending weekly and monthly call related to High Priority issues, MacAfee and SCCM Report.Providing support when External Client visits with their Laptop issues, Conference room setup and Presentation on Display units.On-board new team members, Program Manager, AVP etc.Responded to all inquiries, concerns, and issues from end users of the products designed and licensed by the clients of the company·        Performed tests to ensure and verify that the problem has been adequately resolved.Coordinates with the Financial and Accounting team for both accruals and approvals