Nadeem Mohammad Email & Phone Number

Key Responsibility: ● Handling and managing Premium support Users call including MD & COO in TATA AIG General Insurance Company Limited Client Site in Corporate office. ● Providing support for the Premium Users like Laptop MacBook handset devices (iPhone, iPad, android) including O365, Mail configuration and video calls through MS Teams meeting. ● Working on the P1 Level Tickets for the Premium support calls and closed under the SLA. ● Leading all scheduled IT activity.● Created SOPs (Self Operating Process) for minimize daily solder tapping calls to reduce tickets and Team efforts. ● Working as Team Lead to managing 10 Engineers shift rosters, leaves, assets allocation for the new joiners handling L2 Level escalation and providing support till closer. ● Coordinating with the Dell, HP and Lenovo account Managers for the PAN India escalated cases. ● Providing technical support for the PAN India engineers where support is required. Working on the Non- compliance system with the help of team members. ● Investigating issue and providing solution for slowness issue, blue dumps error, Govt. site JAVA error, outlook OST and PST issues, system booting issue, Network as well as local Printer\ Scanner issue. ● Designated for PAN India escalation calls support SME (Subject Matter Expert). ● Providing support for eM Client for mails and Hancom office 2020 of alternative MS Office suit. We are using this in place of MS Office for the lower band users. ● I captured new technology and support for the Premium support users in below two criteria for data backup Plan. I) Parablu: Monitoring and providing support for the Parablu Data backup software for the user. Handling issues like agent running but data backup not happening, getting agent continuous prompt for the credential and many more issues. Sending Parablu backup status report to the manager and client. II) One Drive: Apart from Parablu we are providing One Drive access to the Premium Support user. Doing configuration for the auto data backup from the user’s specifics drive. ● I had AD access with below access and rights. I) System OU Movement II) Hostname deletion III) Password reset and Id unlock IV) To provide access delegation rights. DL & Group addition as per end user request. ● I had LAPS (Local Administrator Password solution) to access local admin via temporary password. ● I had access to Symantec encryption desktop server access to generate a token to an unlocked encryption system which the user forgot password or system locked due to wrong password.

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  Reena Mehta Collage Bhayandar

  Business/Commerce, General