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 with a consummately professional attitude.-• 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 resolutions and updates self-help and staff knowledge bases.-• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.-• Network "Smart Hands" support is a plus as we routinely assist the remote network team in troubleshooting downed network devices.

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 technology-related issues, problems, and requests.  Assist Service Desk Management with reporting, analysis, or training and testing tasks.  Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions and maintained equipment inventory lists.  Configured user’s account using Active Directory and Microsoft Outlook.  Completed 25-30 tickets a day using the Service Now ticketing software, daily tasks include creating, closing, and updating troubleshooting tickets.

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 resolution.  Follow up with a customer to ensure they are satisfied with the service.  Identify the cause of equipment malfunctions and plan resolutions, Coordinate with outside vendors for large installs and complex repairs.  Responded to service calls for facility equipment in customer spaces, Diagnosed malfunctions, and scheduled repair or replacement.

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. • Conducted electrical safety tests on all systems. • Escalated issues to the proper help desk management when necessary and followed up on any escalated issues, all within a timely manner. • Communicated thoroughly with the client representatives and customers, enabling effective information exchange and efficient process management.