Zainuddin Mohammed Email & Phone Number

Hyderabad, In

Hyderabad, In

Hyderabad, Telangana, India

Hyderabad, Telangana, India

Hyderabad, Telangana, India

• Serve as the primary point of contact for all service desk inquiries, managing a team of customer service representatives.• Respond to customer inquiries in a timely and professional manner, providing accurate information and solutions.• Escalate complex customer issues to the appropriate department or manager for resolution.• Monitor service desk performance metrics, including average handling time, first call resolution rate, and customer satisfaction score.• Train and coach service desk staff on company policies and procedures, as well as best practices for customer service and develop and implement process improvements to increase efficiency and effectiveness of the service desk.• Create and maintain documentation for all service desk processes and procedures.• Stay up to date on new products, services, and features, and share this information with the team.• Handle customer complaints and feedback in a constructive and positive manner.• Assist with hiring and onboarding of new service desk staff.• Manage service desk budget, including vendor contracts and invoicing.• Report regularly to upper management on service desk performance and KPIs.• Worked on various ticketing tools including Service now.• Hands on experience with Admin portals of O365, Okta, Zoom, Mimecast, Slack and Box.• Knowledge and experience of Active Directory, Azure AD, Entra, Bit locker support and server printers.• Working on CSOC security incidents on Bitdefender and providing updates to the clients.

Hyderabad, Telangana, India

•Working as a Senior Process Executive (GIS) in the Finishing team at Apple Maps, work on over all process of mapping and we work for last stage of the map.•Monitor and process escalations, checking for quality issues for high priority or sensitive data and managing team.•Well, known for (WILC)Water Island and Landcover, display class, Master Health, Substrate, Naming, Drive coding, Turn Restriction, SLB &Release Gap Projects.•Maintaining a good amount of Quality Productivity and Efficiency daily at work.•Actively participates in Client interaction meets to explain the process.

Melbourne, Victoria, Australia

•Excellent verbal and written communication skills.•Strong troubleshooting, critical thinking and problem-solving skills•In depth knowledge of Windows 10, Cisco WebEx, Mac OS, Microsoft Office 365•Basic knowledge in Networking TCP/IP, DNS and exposure on Cloud computing•Provide technical assistance with computer hardware and software.•Resolve issues for staff via phone, in person, or electronically.•Knowledge and Hands on Experience on Exchange Online, Active Directory.•Experience in Office 365 Troubleshooting Migration and Licensing.•Basic Knowledge on SharePoint online, Skype for Business and Microsoft Teams•Perform hardware and software installations, configurations and updates as needed.•Resolve technical issues in a timely manner using available resources within the company.•Monitoring and maintaining computer systems and networks.•Responding in a timely manner to service issues and requests•Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.•Ability to deploy, configure, and support operating systems on desktop and mobile.•Understanding and appreciation for information security within systems and user devices.•Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.

Master Of Information Systems, Business/Corporate Communications

Professional Year, Legal Professions And Studies

Bachelor'S In Computer Science, Computer And Information Sciences And Support Services