Summary
Overview
Work history
Education
Skills
Languages
Custom
Timeline
Generic

Mohammed Feroz

Romford

Summary

Accomplished IT professional with extensive expertise in Microsoft Office 365, MS Windows Operating Systems 10/11, and Active Directory Administration. Proficient in mobile setup and troubleshooting, as well as managing MS Windows Server 2012 (R2) and 2016 environments. Skilled in Microsoft In tune and Endpoint Manager Admin Canter, with a strong background in Exchange Administration and One Drive management. Demonstrates exceptional ability in troubleshooting printers and scanners, providing phone and online support, and updating knowledge bases. Adept at hardware troubleshooting with proficiency in ticketing systems. Committed to leveraging technical skills to enhance organisational IT infrastructure while pursuing continuous professional development.

Specialising in IT support and customer service. Possess skills in troubleshooting, problem-solving, and technical guidance. Able to deliver high-quality service desk support, improving system efficiency and enhancing user experience. Skilled in fostering positive relationships with clients and colleagues, ensuring seamless service delivery.

Overview

5
5
years of professional experience

Work history

Service Desk Analyst

Cashtro Ltd
02.2022 - 08.2024
  • Providing 1st line technical support to customers via telephone, email, face-to-face and remotely
  • Desktop and Laptop support to the users on Windows 10 & 11
  • Office 365 administration.
  • Installing Windows 10 & 11 and troubleshooting technical issues like repairing OS, and rebuilding OS.
  • Imaging PCs and laptops via Windows deployment service on Windows Server 2012 R2.
  • Installing different types of software and applications on Windows and Mac OS.
  • Installing network printers and troubleshooting technical and printing issues.
  • Assembling of PC hardware and Maintenance for research purposes and mini projects.
  • Active directory user and computer administration in Windows 2008, 2012, and 2019 for password resets and mapping drives at login and application deployment.
  • Configuring and implementing group policies for users and computers for restricted access privileges restricted desktop access and many more customisations.
  • Staff laptops and any mobile devices like iPhone and Samsung.
  • Set up VPN client on staff laptops and troubleshoot technical issues.
  • Coordinating with vendor for hardware support
  • Keeping users informed about the individual problem and progress made.
  • MS Office 2007/2010 support. Installing and configuring the email clients (outlook 2003/2007/2010, thunderbird, mail on Mac.) and on mobile devices.

Service Desk Analyst

SS IT Solutions
Hyderabad
10.2019 - 06.2021
  • To provide 1st line technical support to customers including server, desktop, and networking infrastructure
  • User account administration – creating/deleting/ amending accounts via Active Directory
  • Desk surveys/Desk move/Office/Meeting Room setups.
  • Desk side Support, Dell, and Lenovo Hardware Installation/Support
  • VIP Support, Seminar Support, Training Room Setup
  • Escalating high-priority tickets to Infrastructure Support & or other Specialist teams
  • Mobile Device (iPad, Laptop) Support, Set up & User Guidance
  • Printer Support - Ricoh Printer & HP printers
  • BYOD support – both MAC and Windows OS
  • Supporting users running Office 365 services
  • To liaise with and build strong working relationships with key customer contacts.
  • Work together with your Line Manager to develop and enhance your knowledge and skill sets.
  • Received help tickets from users on campus and delegated tasks to appropriate departmental personnel.
  • Provided on-phone and online support for users of the extended campus communication network to facilitate the effective operation of IT resources.
  • Delivered troubleshooting solutions to departments and console operators experiencing difficulties with software, hardware, and network connectivity.

Education

Masters - IMBD

Glasgow University
London
10.2021 -

Skills

  • Microsoft Office 365
  • MS Windows Operating System 10/11
  • Active Directory Administration
  • Mobile setup and troubleshooting
  • MS Windows Server 2012 (R2)
  • MS Windows Server 2016
  • Microsoft Intune
  • Endpoint Manager Admin Centre
  • Exchange Administration
  • One Drive
  • Troubleshooting printers and scanners
  • Providing phone support
  • Providing online support
  • Knowledge base updating
  • Hardware troubleshooting
  • Ticketing system proficiency

Languages

English
Fluent

Custom

Available upon request

Timeline

Service Desk Analyst

Cashtro Ltd
02.2022 - 08.2024

Masters - IMBD

Glasgow University
10.2021 -

Service Desk Analyst

SS IT Solutions
10.2019 - 06.2021

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Mohammed Feroz