FASI UL REHAMAN MOHAMMED
Halifax
Summary
Accomplished desktop support engineer with over 14 years of information technology support experience. Techsavy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects, and supporting new application rollouts. Committed to providing efficient, high-quality support. Helpful and easily conveying technical information to diverse audiences. Skilled at both hardware and software troubleshooting in fast-paced environments. To be the part of a team of high caliber professionals for challenging and new assignments and responsibilities in the field of IT. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
15
15
years of professional experience
1
1
Certification
Work History
End User Computing Senior Analyst
NTT DATA CANADA INC
03.2017 - Current
- Assisted customers with various types of technical issues, raised by end user in ticketing system via email, live chat and telephone
- Creation, Deletion and disabling of user login accounts, reset passwords and unlocking locked out user accounts through Active directory management console
- Efficiently troubleshooting Networking (VPN connectivity issues, Internet and Intranet issues) and Domain related issues
- Configuration and Troubleshooting of Network Printers
- Creating and deleting folder on file servers, creating OUs (Organizational Units) based on the requirement
- Based on the requests from users providing required permissions on the folders of file server
- Installing and configuring various software (Oracle, SAP BW, BI, BO, HANA etc) applications as per the project requirement and troubleshooting the software's where required
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Disassembled computer systems to troubleshoot and resolve hardware issues
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Upgraded laptops/desktops, improving speed and performance
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Updated and reconfigured existing and new computers with current software and operating systems
- Maintained inventory of IT supplies by checking and documenting levels regularly
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
End User Computing Senior Analyst
NTT DATA GDS
06.2013 - 03.2017
- System Administration & User Management
- Installing and configuring computer hardware operating systems and applications
- Provide technical support to Onshore and Offshore users in person, through remote access and by telephone
- Responsible for installation of Server operating system as and when required by the project team after taking the necessary approvals from compliance team
- Creation, Deletion and disabling of user login accounts, restricting users from logging into multiple machines, reset passwords and unlocking locked out user accounts through Active directory management console
- Updating AV definitions and maintaining/checking AV servers periodically for Non-Compliance
- Troubleshooting system and network problems and diagnosing and solving hardware/software issues
- Ensure that recurrent Incidents are analyzed and that measures are defined and implemented to prevent reoccurrence
- Coordinating with Internal Departments for network, file server and exchange related issues and cases requiring further action
- Project - Handling Projects related to the IT Infrastructure changes in the Organization
- For other activities which do not fall under our scope, for such scenarios need to engage Global Team (GIS) and follow up until closure
- Planning of new software deployments on the user machines/upgrade releases using SCCM
- Installations, configurations & troubleshooting of Multi-Function Printers
Systems Engineer
3i Infotech
06.2010 - 03.2013
- Worked as a System Engineer, Group IT Infrastructure & Operations Department Emirates NBD, providing desktop and application support to the entire bank users (Approx 8000 users)
- Responsibilities Supervising/providing phone and remote support to users in the areas of PC hardware, windows desktop OS, ENBD standard Applications like Finacle, Finnone, Docsafe, Sigcap, etc., Microsoft Applications and network connectivity
- Coordinating with various Infrastructure and Applications team to analyze the root cause of the breakdowns and escalating the same to the concerned teams to fix the issue within the agreed SLA
- Working on BMC Remedy Consoles and Licenses review for adding Users, Groups, Approval mapping and Reporting
- Managing IT - Procurement work, maintaining store and inventory
- Follow up with vendors and managing the day-to-day Activities and deliveries
- Register all calls in BMC Remedy received through multiple media e.g
- Telephone, e-mail, web console and assign a ticket number in order to ensure that all calls received are recorded and promptly resolved or escalated to the second level internally or to vendors externally as required
- Co-ordinate with different IT support teams and vendors to resolve issues in line with the agreed service levels and assist in building up basic support process & documentation
- Follow up call issues with the respective department, or Engineer for status and progress of resolution of the problem, and closure of the problem or issue raised
- Contribute to the development of a knowledge database in order to facilitate the collection and storage of common issues and problems faced by users and their responses
- Managing Active Directory functions for Exchange and Share folder
- Reporting the Network and Power issues of branches / ATM / Offices round the clock 24/7 and Handling Critical Issue which prevent continuance of work in this business area or business process; potential for a highly detrimental effect on business or banking operations; possible major financial loss
- Worked on Oracle CRM to resolve the issues raised by customers by coordinating with IT application teams
Education
B.Tech
JNTU
Hyderabad 11.2007
Skills
- IT Support Services
- Network & System Administration
- Active Directory Management
- Cloud services
- Disaster recovery
- Hardware and Software Repair and installation
- Tech-Savvy
- Client relationship management
- Teamwork and Collaboration
- Efficient Task Management
- Effective Communication Skills
- Rapid Adaptation
- Technical Troubleshooting
- Problem Solving
Certification
- ITIL 4 Foundation, NLCI, 2024 October
- GenAI: White Belt, NLCI, 2024 September
- Broze leve: Inclusion aware, NLCI, 2024 August
Timeline
End User Computing Senior Analyst
NTT DATA CANADA INC
03.2017 - Current
End User Computing Senior Analyst
NTT DATA GDS
06.2013 - 03.2017
Systems Engineer
3i Infotech
06.2010 - 03.2013
- ITIL 4 Foundation, NLCI, 2024 October
- GenAI: White Belt, NLCI, 2024 September
- Broze leve: Inclusion aware, NLCI, 2024 August
B.Tech
JNTU
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