Abdul Waheed Mohammed Email & Phone Number

Dubai, United Arab Emirates

Main Responsibilities:> Assisting the End users with Day to day Issues related to computers as a Desktop Support Engineer.•Provide help desk support as a unique and integrated entry-point for all end-users requests and resolve problems to the end user’s satisfaction.•Provide a consistent end-user support in coordination with the appropriate second line Resolver Group (e.g. Local IT Team).•Diagnose and resolve the Support calls logged by end users through BMC remedy tool to meet the SLA.Main Achievements.• Manage deployment of PCs and associated peripherals including new installations and the redeployment of existing equipment.• Imaging the Desktops, Laptops & Tiny Pc’s.• Assisting the End-users through Remote Assistance to resolve the issues.• Ability to improve support procedures by identifying pain points and suggesting alternatives.• Diagnose hardware and networking problems, and replace defective components. • Design, configure, test computer hardware, networking software and OS software.• Modify configurations, utilities, software default settings, etc. for the local workstation.• Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.• Provide user administration services to end-users (e.g. password resets).• Perform timely workstation hardware and software upgrades as required.• Knowledge of ITIL best Practices.• Take care of Software Developments, System Analysis, pre-and post-support. Assemble, upgrade and maintain computers.

Dubai

Main Responsibilities:> Assisting the End users with Day to day Issues related to computers as a IT Technician.• Provide helpdesk support as a unique and integrated entry-point for all end-users requests and resolve problems to the end user’s satisfaction.• Provide a consistent end-user support in coordination with the appropriate second line Resolver Group (e.g. Local IT Team).• Diagnose and resolve the Support calls logged by end users through Hp Service Manager to meet the SLA.• Imaging the Desktops and Laptops.• Assisting the End-users through Remote Assistance to resolve the issues• Knowledge of ITIL best Practices.• Install and Configure the POS (Point Of Sale) Machines for the stores.Main Achievements:> Achieved the highest levels of productivity, handling over 150+ calls weekly. > Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail> Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues.> Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas

Uae,Dubai

This a Government Aviation Authority,issuing Flying Permits,Licenses to Emirates Airlines and Dubai Passenger/cargo Airlines.Main Responsibilities:> Assisting the End users with Day to day Issues related to computers as a IT Technician.• Provide helpdesk support as a unique and integrated entry-point for all end-users requests and resolve problems to the end user’s satisfaction.• Provide a consistent end-user support in coordination with the appropriate second line Resolver Group (e.g. Local IT Team).• Diagnose and resolve the Support calls logged by end users through Hp Service Manager to meet the SLA.• Follow-up incidents resolution activities, involving the Service Manager for critical or high-priority issues to ensure that resolution is performed within SLAs• Ensure that a log of problems is defined and maintained together with their category and priority.• Provide a periodic and timely status reporting to the end-users, informing him/her of the resolution progress and results.• To redirect or escalate support requests to the appropriate member internally and externally.• Before closing the ticket, confirm with the end-users that the incident has been resolved.Main Achievements:> Achieved the highest levels of productivity, handling over 200+ calls weekly. > Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail> Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues.> Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas

Hyderabad Area, India

This company is major supplier/sales of IT Products,Like computers,laptops and All networking products.Main Responsibilities:> Assisting the Customers with Day to day onsite Issues related to computers as a IT Support Engineer.> Preparing the monthly reports,for the help-desk problems.Main Achievements:> Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.

Hyderabad Area, India

This company is major supplier/sales of IT Products,Like computers,laptops and All networking products.Main Responsibilities:> Assisting the Customers with Day to day onsite Issues related to computers as a IT Support Engineer.> Preparing the monthly reports,for the help-desk problems.Main Achievements:> Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.

Intermediate ( M.P.C), Mathematics

Secondary Higher School, Mathematics