Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mohammed Roshan

Service Desk Analyst
Bristol

Summary

Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.

Overview

9
9
years of professional experience
3
3
years of post-secondary education
1
1
Language

Work History

IT Service Desk Analyst

Logic Hire Software Solutions
Hyderabad
06.2018 - Current
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Configured hardware and granted system permissions to new employees.
  • Researched product and issue resolution tactics to address customer concerns.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Submitted service tickets for equipment maintenance requests.
  • Monitored systems in operation and quickly troubleshot errors.
  • Provided documentation on troubleshooting of technical processes to support desk staff.
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
  • Dismantled defective machines and equipment and installed new or repaired parts.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Configured hardware, devices and software to set up work stations for employees.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Maintained servers and systems to keep networks fully operational during peak periods.

Delivery Associate

Amazon UK
Bristol
01.2022 - 05.2022
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Communicated customer complaints, requests and feedback to company management for swift resolution.
  • Carried heavy trays, packages and boxes from delivery vehicle to areas designated by customers.
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Worked scheduled hours as required and took on available shifts during holidays and busy periods.
  • Read maps, followed oral and written instructions and used GPS technology to make deliveries.
  • Delivered packages to customer doorsteps and business offices.
  • Completed rush deliveries on tight timetables to satisfy customer needs.
  • Loaded Van and properly secured items to prevent damage for deliveries.
  • Followed corporate procedures to maintain company and customer data confidentiality.
  • Performed walk around on delivery vehicle before beginning shift to verify correct and safe operating order.

Warehouse Associate

Amazon UK
Bristol
10.2021 - 12.2021
  • Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
  • Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Maintained accurate inventory records to provide data for use in audits and completion of order requests
  • Acknowledged safety issues and contacted shift supervisor regarding concerns and for quick resolution.
  • Verified quantity and description of materials received by checking merchandise against packing list.
  • Operated variety of conveyors, moving packages in and out of loading dock areas safely and efficiently.
  • Sorting parcels according to their respective locations into the carts and taking them to the designated bay on docks.

Regional Fleet Supervisor

United Motors Company
Jeddah
03.2015 - 04.2018
  • Supervised maintenance team and effectively delegated assignments to optimize processes.
  • Trained drivers to manage time effectively, improving overall mileage performance.
  • Increased regulatory compliance by monitoring vehicles to verify adherence to operational, state and federal requirements.
  • Documented equipment transfers and movement details of fleet for accurate record keeping.
  • Reduced expenditures by overseeing fleet maintenance to attain best condition of fleet.
  • Contributed to development, implementation and execution of maintenance programs.
  • Resolved customer disputes to maintain positive relationships and increase customer base.
  • Developed detailed plans based on broad guidance and direction.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

IT Technical Support Representative

Al Faisaliah Medical Systems
Riyadh
02.2014 - 01.2015
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Assisted with updating technical support best practices for use by team.
  • Provided documentation on troubleshooting of technical processes to support desk staff.
  • Submitted service tickets for equipment maintenance requests.
  • Used ticketing systems to manage and process support actions and requests.

Business Development Executive

Al Esayi Storage Systems
Jeddah
09.2013 - 01.2014
  • Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
  • Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.
  • Defined and integrated roles, responsibilities and processes for business team and data management organization.
  • Contributed to industry events and trade shows to showcase products and gather industry intelligence.
  • Translated customer needs into solution requirements using powerful value propositions and negotiation skills.
  • Communicated directly with customers and partners to build strong business networks and relationships.
  • Created strategic and tactical sales initiatives for forward planning to meet key objectives.

Education

BBA - Business Administration And Management

Kakatiya University
Hyderabad, India
07.2010 - 04.2013

Skills

Software diagnosis

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Timeline

Delivery Associate

Amazon UK
01.2022 - 05.2022

Warehouse Associate

Amazon UK
10.2021 - 12.2021

IT Service Desk Analyst

Logic Hire Software Solutions
06.2018 - Current

Regional Fleet Supervisor

United Motors Company
03.2015 - 04.2018

IT Technical Support Representative

Al Faisaliah Medical Systems
02.2014 - 01.2015

Business Development Executive

Al Esayi Storage Systems
09.2013 - 01.2014

BBA - Business Administration And Management

Kakatiya University
07.2010 - 04.2013

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Mohammed RoshanService Desk Analyst