Mohammed Abdul Email and Phone Number

• Respond to users inquires and issues related to IT issues and services via inbound calls, e-mails, and online Chat to provide problem resolution/incidents and document using an ITSM/CSM Platform.• Tracks the progress of an owned service call during entire lifecycle (from start to end, register to close) to ensure that it is resolved with the Service Level Agreement (SLA) and update service call records if necessary. Connect users with remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows tools.• Verify user account’s using ADQ (Active Directory Query). Manage user accounts tasks such as account disabling, unlocking, password resetting, and account creation ensuring to security policies via Active Directory Service Portal.• Provide Technical support for desktops, Laptops, Printers, and Mobile devices using Windows OS.• Install, configure, and troubleshoot software related issues for end users, ensuring software licenses are up-to date and compliant using SSCM.• Troubleshoot and maintain Cisco AnyConnect/ Zscaler VPN systems.• Assist MDM migration of 50,000 users by using centralized database information that’s stores and organizes content (Knowledge Base Article) with key, crucial information.• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in system and services ensuring that such problems are fully documented within relevant system. Coordinate the implementation of agreed remedies and preventative measures and analyze patterns and trends.• Utilize working knowledge of MS Office suite, desktop operating systems, problem management systems, end-user network administration and enforce security protocols such as multi-factor authentication and data loss prevention policies.• Replace of defective Hardware Peripherals using Self Service Portal.

• Planned optimal routes to minimize delays and maximize time efficiency. • Demonstrated professional conduct with clients to deliver outstanding customer service. • Interacted with customers pleasantly to meet needs and drive satisfaction. • Delivered goods and services to customers on time and in excellent condition. • Utilized GPS to optimize routes and continuously meet estimated delivery times.• Communicate with customers to keep them up to date with their order.• Make sure orders are complete before delivering them to the customer. • Resolved customer needs and adjusted orders.

• Sorted packages of various sizes and weights by hand including pushing, pulling, carrying, scanning, and placing packages • Affixing Labels to the packages • Scanned boxes for inbound staging • Inspected packages and removed defective packages.

• Performed data entry through computer terminals or Remote Data Terminals (RDT) ensuring the accuracy and efficiency of merchandise. • Performed ticketing, stocking, picking, packing, counting, loading, and unloading, housekeeping and safety functions, such as: Inbound - Received all inbound cartons, performs any needed quality audits, updates system, and palletizes cartons or Order Filler - Located merchandise based on system and accurately completes order and sends to shipping. • Operated motorized material handling equipment as required based on department and facility requirements. • Moved materials to and from loading docks, delivery trucks, storage areas, and manufacturing areas. • Identified and labeled materials and recorded their locations in the warehouse/on the shelves to maintain inventory.• Prepared finished products for shipment by identifying their location, then pulling, packing, and loading them • Performed and reported cycle counts.• Comply with all warehouse safety rules and guidelines.

• Receive client inquiries via all access channels (Portal, Chat, Email and Phone) regarding product functionality or problems, research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.• Communicating issues with internal groups to resolve urgent or escalated issues when needed.• Evaluating incoming, existing tasks, and routing them to the appropriate team.• Talking directly to the customers to determine the nature of the technical issue.• Connecting to the customer's computer system via remote access.• Identifying the nature of the hardware, software, or networking issue.• Monitor ticket trends based on issues, inquiries and recommend how to improve the quality of service in a timely and efficient manner.• Serves as liaison between customers and other functional areas and communicates problems to team for faster resolution. Updates the status of the incident to the client and solution before closing out the ticket.• Performs quality assurance testing for devices, configurations, processes, and procedures based on provided quality assurance testing guidelines.

• Answer inbound technical support phone calls, chats and emails related to ISP partners. • Consult with customers and provide additional solutions in the form of up-selling products and services.• Troubleshoot voice, data, video and connection issues for customers. • Identify, troubleshoot and assist customers with voice, data, video and connection issues. • Answer customer service-related questions • Track and record each phone call and provide a detailed description of the call • Provide backup assistance for other Technical Support Representatives • Supported 825 total users in 12 locations nationwide, as well as corporate office users. • Set up secure WiFi, LAN and VoIP networks at remote locations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations. • Handled user interface daily to resolve many desks side related problems. Developed strong and trustworthy relationship with customers by understanding their support requirements like Connecting to Modem, Wireless, Ethernet, Internet troubleshoot via telecommunication. • Ensures that the network is established at the customer's end and that they can access it. • Management of service requests and receiving, prioritizing and distribution of service tickets on a case-by-by case basis in a timely manner. • Supervised several desktops supports staff and reassigned tickets in accordance with standard procedures as per manager's request.• Ensured timely user notification of maintenance requirements and effects on system availability. • Anticipated communication and networking problems and implemented preventive measures.