Mohamed Arif Sayed Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

1) Provide Level 1 & 2 phone/chat support; meet and/or exceed service level agreements for assigned tickets & Record requests, incidents and status information through the use of ticket handling system.2) Provide detailed documentation of all customer issues via our ticket handling system;3) Background in centralized device management with MDM tools such as Microsoft Intune, JAMF Pro & Knowledge of Microsoft Autopilot and Intune.4) Knowledge of computing functions for Windows-based PCs; basic knowledge of Mac computers & basic software packages, such as Microsoft Office , Adobe , Zoom ,Visual Studio etc.5) Intermediate TCP/IP networking knowledge and troubleshooting skills.6) Ability to work and think independently as well as in a team-oriented environment.

Hyderabad, Telangana, India

1) Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.2) Uses the appropriate CTI categories for logging incidents and requests.3) Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.4) Experience with OKTA & Zoom Administration & Ticketing Tools (Service Now).5) Working knowledge and hands-on support of Windows 10 , Mac & Remote Tools like Bomgar & ConnectWise.6) Worked with onborading & offboarding process for the user.

Bangalore Urban, Karnataka, India

Handling US clients via call , chats & incidents.Good Experience in managing & administration of Office 365 & Microsoft Exchange. Good Experience in Ticketing tools like Zendesk, Service Now , BMC- TrackIT

Mumbai, Maharashtra, India

• Worked with tools “BMC Remedy, TracIT & Avaya, Cisco, Finesse & Service Now” tool.• Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solution.• Installation and/or troubleshoot equipment (Desktops, laptops and printers).• Office 365, Cisco VPN, configuring Azure MFA & AD (Password reset).• Take full ownership of the case by raising an Incident which is tracked and monitored according to SLA & responsible for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones.• Experience working in a service desk environment supporting 1000+ customer-base across multi-site organization.

Mumbai, Maharashtra, India

• Used to take incoming chats and handling customer queries.• Used to replace faulty hardware and dispatching with technician to customer’s place to fix the parts & resolve the issue.• Escalate unresolved chats to the higher team.• Assisting customers with email support as well.• To maintain a high degree of customer service for all support queries and adhere to all service management principles.• To arrange external Technical support where problems cannot be resolved. • On call support as and whenever required.

Mumbai, Maharashtra, India

• Conducts regular maintenance on the computers in the lab.• Performed OS installation and performance issue related to Windows & Maintains inventory of supplies, places orders and records of maintenance activities.• Changes toner in printers, adds paper and otherwise ensures proper functioning of all printers in the lab.• Offers general consultations for people who are working or studying in the lab.• Ensures that computer lab equipment is being cared for properly by users.• Monitors files and programs that are downloaded on to the computers to make sure spyware, malware and other dangerous programs are not downloaded.• Diagnoses hardware problems and fixes them or contacts the appropriate engineer to correct the problem.

Master'S Degree, Master In Computer Application, B

Bachelor Of Science (Bsc), Chemistry, B

Activities and Societies: NSS

High School Diploma, Biology/Biological Sciences, General, B

S.S.C