Mohammed Shajin Email & Phone Number

Nottingham, United Kingdom

Nottingham, United Kingdom

Providing 2nd line remote desktop support activity in a professional and quality manner in accordance with the associated contractual requirements, SLA and KPI.• Performed as deputy team leader to skilfully manage the workload, assess technical skills of new recruits and train new members of staff.• Involved in service transitions, operational acceptance testing and implementing service improvement plans.• Work with line management to ensure that new services are implemented in-line with best practice process.• Responsible for the timely resolution of desktop related incidents in line with appropriate First Time Fix and Incident Resolution SLA and KPI.• Responsible for implementing and expanding the use of Remote Desktop Incident working practices for supported and new customers as appropriate.• Responsible for the creation of knowledge articles to ensure that resolutions are of the desired quality, well communicated and approaches are standardised.• Work effectively with other team members within IT Services as a whole and with 3rd party suppliers to resolve client issues.

Boston

Providing support services for over 130 users, 12 servers and 150 workstations in a Microsoft environment.• Logging calls and making sure that all problems are resolved quickly and efficiently within the agreed time period.• Supporting Windows XP/Vista/7, Microsoft Office 2003/2007, printers and other networking devices.• Setting folder permissions on a Windows Server 2003 domain.• Responsible for data backup and restore of file server.• Exchange Server 2007 Administration and Active Directory User Management.• Exceeded customer expectations by providing high quality customer service.

Boston

Providing independent consultancy/support services for various clients primarily on Microsoft platforms. Achieved high level of customer satisfaction by providing a flexible and reliable service.Some of the supported clients includedDentcare1 Smile: Telephone/email/remote & onsite support for over 80 users, 10 servers, 90 workstations, printers and other networking devices spread across 6 regional locations.• Successfully engineered a virtual private network (VPN) solution.• Trouble shooting, administration and support of Windows SBS Server 2003 and Microsoft Exchange 2003.• Ensuring that remote connections are working for all users at all times.• Maintain LAN-specific equipment to ensure network reliability.• Configuring Blackberry, PDA and other Mobile devices.• Provide best practice advice and recommendations on hardware and software.Gharda Chemicals: Windows Small Business Server environment. Remote administration and site visits when required.• Install and update software on all computers.• Ensure error-free backup of data on file server.• Monitoring of Exchange Server.• Diagnosis and repair of faults in the network.• Optimum trouble shooting and problem solving abilities developed.

Croydon, United Kingdom

Oversee daily operation of local area network (LAN) in a Microsoft Windows Small Business Server 2003 environment.• Troubleshoot and repair desktop computers, printers, modems and peripherals.• Performed Disaster Recovery of Server including Exchange Server.• Regular virus/spyware checks and frequent inspection of all computers on the network.• Provided technical support and recommendations on equipment/software as needed.

Bangalore, India

Responsible for the smooth operation of the network and administration of servers and workstations• Monitor user data, security, and installation of workstations• Install, upgrade, and maintain desktop computers and printers• Monitor physical operation of all equipment, including servers and modem racks• General desktop support and assisted in Exchange server administration and Active Directory management