Mohammad Ejaz Email & Phone Number

Gaithersburg, Maryland, US

Columbia, MD, US

• Uses the appropriate CTI categories for logging incidents and requests.-
• 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.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.-
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.-
• Follows up with other support staff (service resources) involved in resolution to ensure Service Request and incidents are resolved, requests are filled, and the customer communication is complete. Documents.
• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.-

Bethesda, MD, US

Bethesda, MD, US

Falls Church, Virginia, US

 Provide 24/7 Help Desk support that includes: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution (when possible), customer status updates, and transfer of service requests to appropriate IT or other workgroups.  Serves as the single point of contact to end users for information.

Clifton, New Jersey, US

 Support of Windows 10, Active Directory, Windows servers, Printers, Sophos firewalls, Google workspace /G-Suite and Microsoft Office 365 products.  Perform work based on Work Orders provided by client location.  Configuration and installation of new hire computers, and workstations.  Remote customer computers to provide various software and hardware.

Arlington, VA, US

• IT Field Engineers install and maintain computer systems for clients.
• Provided tech support to 5-10 users; performed de-installations, installations, updates, and downloads of software and application that meet users’ everyday activities.
• Ensured proper installation of cables, operating systems, and software. Identified major hardware and software problems and defective products to vendors or technicians for service.
• Performed user & administration training sessions for clients to utilize Salesforce and respective programs.
• Provide technical support and training to all end users.

• Configured, installed, and imaged desktops and laptops for new users.
• Resolved various technical problems ranging from hardware, software, and network printers to LAN/WAN issues.
• Assisted in managing and supporting the computing security challenges.
• Troubleshot system’s performance in the absence of the System Analyst or the IT Director ensuring technical and support control efficiency.
• Performed regular maintenance to existing hardware and machine systems.
• Ran security checks on all systems.