Masqur Alam Lari IT Service Desk Coordinator
UAECurriculum vitae
MASQUR ALAM LARI
(IT Engineer with 6 years Experience)
Add: Burjuman, Dubai UAE
Contact No: +971 505161032 (UAE), +91 7610558022 (India)
ABOVE 6 YEARS ORGANISATIONAL EXPERIENCE
Key Skills:
Technical and analytical skills, Customer Service, Complaint Handling, Technical Troubleshooting,
Organizational skills, Interpersonal and communication skills, Phone & Online Support, Patience,
Hardware Configurations, LAN Connectivity, Problem-solving skills, User Training/Support, Software Installs, A meticulous and methodical nature, Experienced ITIL & SLA, Team Lead, CMDB & CI, IT Asset Management.
CAREER HISTORY
IT Support Engineer– 01-June-2015 to 15-Oct-2016
Employers name – Tech Support Solution
Client Site: Indian Oil Corporation
Key Deliverables:
Ø Call Logging and First Level /Second level Support. Providing Remote Support to end users.
Ø Responsible for maintain SLA and responding to all Calls very promptly and professionally.
Ø Resilient to work in any shift, experienced in working environment 24*7. Providing Service as per SLA and following up full ITIL process.
Ø Logging Severity ticket Sev1, Sev2 and Sev3. Following up the Severity till closure.
Ø Logging Incident tickets and Service Request ticket with appropriate categories for end users.
Ø Experienced in logging tickets with ticketing tools like BMC Remedy, USD, Elixir and Maximo.
Ø Experienced in IT infrastructure trends and technologies, including networks, databases, business applications, and development methodology.
Ø Responsible for operating computer systems and performing preventive maintenance tasks on IT related Hardware / Software and printers.
Ø Responsible for answering all customer inquiries in professional and efficient manner.
Ø Coordinating with different teams like Server, Network, Desktop and application team.
Ø Troubleshooting network connectivity issue Lan, Wan, Internet and Intranet.
Ø Ability to plan ahead and develop contingency plans, where necessary.
Ø Communicating with system users to identify, explain and resolve problems.
Ø Resolving user problems by answering questions and requests.
Ø Making sure there is uninterrupted power supply to the computers.
Ø Performing all data processing duties in an accurate and timely manner.
Ø Installation, configuration & troubleshooting of printers.
Ø Diagnosing and correcting equipment malfunctions.
Ø Using a computer console to process and complete jobs.
Ø Experienced in troubleshooting in Microsoft Office 2007 /2010 products – Outlook, Word, Excel, Access, Internet Explorer, desktops, laptops and printers.
Ø Installation, configuration & troubleshooting of Windows 7, 8and 10.
Ø Carrying out regularly scheduled uploads or downloads of data.
Ø Installation, configuration & Troubleshooting of Lotus notes client 8.0, 8.5 & more.
Ø Installation, configuration & Troubleshooting Cisco phones.
Ø Operating and maintaining computer associated peripheral equipment.
Ø Assisting users with software and hardware problems.
Ø Determining the scope of any computer problems and then prioritizing them accordingly.
Ø Ensuring that all data is secured and there are no breaches of confidentiality.
Ø Knowledge in Windows & Linux Servers.
Ø Providing solution to end user on call as per SLA.
IT SHIFT LEAD – 23-March-2013 to 22-May-2015
Employers Name – Future Focus InfoTech PVT LTD
Client Site: IBM GPS / INDIA
Key Deliverables:
Ø Leaded a team of 15 members of Centralized IT Service Desk for IBM GPS across India.
Ø Skilled at managing and leading the team, efficiently helping the team on technical/& non-technical issues.
Ø Adroit at serving to Customer satisfaction. Looking after of second level escalation for IT service desk.
Ø Participating in ongoing reviews of procedures and process improvement initiatives.
Ø Planning and managing IT Service Desk Team shift roster and attendance.
Ø Distributing the ticket to team. Making daily production report. Handling team issues.
Ø Providing support to VP’s on priority basis. Sharing the feedback to team on weekly basis.
Ø Listening received Avaya calls of team on weekly basis for better quality and sharing the feedback. Making Plans for better performance of team.
Ø Logging Severity ticket Sev1, Sev2 and Sev3. Following up the Severity till closure.
Ø Providing L1 & L2 Support in IBM IT Service Desk.
Ø Making weekly reports and monthly for team. Preparing Monthly attendance for team.
Ø Logging Proxy ticket for End users via Mail and Calls.
Ø Providing Remote support to End user. Solution of VPN connectivity and BPO Process.
Ø Active Directory related problem. On-Line call Processing and their solution.
Ø Providing solution to end user on call as per SLA
Ø Giving solution to the customer related to the issues of operating systems (Microsoft).
Ø Making daily IT Service Desk L1 and L2 Reports.
IT Helpdesk Executive – 10-May-2010 to 22-March-2013
Employers Name – PCS TECHNOLOGY
Client Site: IBM GPS / INDIA
Key Deliverables:
Ø Call Logging and First Level Support. Providing Remote Support to end users.
Ø Providing technical assistance to user by diagnosing and resolving problems on getting new ticket from the customer/user by remotely, telephonically or visiting user’s desk.
Ø Configuring new Laptop and issuing to the customer/user.
Ø Responsible for processing paperwork to issue/receive IT-Asset and maintaining inventory.
Ø Responsible for monitoring the status of network device like Switches, Router, Printers, Scanners, Wireless access points and troubleshooting on occurrence of any problem.
Ø Installation and troubleshooting of local and networked printers and scanners.
Ø Responsible for installation of new Network cable and replacement of any bad network cable. Troubleshooting network connectivity issue.
Ø Having access to Active Directory, checking user’s account status, resetting login password
Ø Being the first point of contact to the end users for any service calls / issues reported.
Ø Ensure all the calls are logged in the Service Desk Tool and Call tickets provided to the user.
Ø Experience in Call Ticket Logging Tool “USD” & Elixir.
Ø Ensure appropriate category and priority are chosen for each call.
Ø Allocate the unresolved calls to the respective teams / location engineers.
Ø Follow up with the onsite teams / domains until the call is resolved.
Ø Timely escalation to Application Team for unresolved calls.
Ø Effective Communication mailers / Alerts on Service Outages / Maintenance and follow-up communication till closure.
Ø Installation of different Antivirus like Net Protector, Quick Heal, Symantec Antivirus.
Ø Knowledge in windows 2000, XP, Vista, 7, Win 8, Windows Server 2003; Windows Server 2008.
OBJECTIVE
Ø To work with an organization where I get challenging environment and put my potentials towards goals of organization and learn new thing each and every day & work for personal grow& organizations growth.
ACADEMIC QUALIFICATION
Ø B.Com from I.P.S Academy Indore 2006, D.A.V.V University,
Ø AISSCE (X11), CBSE Board 2003, D.A.V Amlohri.
Ø AISSE (X), CBSE Board 2001, Jyoti School Jayant.
PERSONAL DETAILS
Date of Birth : 21st May 1985
Father’s Name : Mr. P. A. Lari
Marital Status : Married
Language Known : English, Hindi.
Nationality : Indian
Hobbies : Internet Surfing and Playing Volley Ball
Passport : Yes
Visa Status : Tourist Visa (Expiry 30-Jan-2017)
Address : Medic Building, 405 A, Burujman, Dubai UAE
Declaration:
I am confident to undertake any kind of desirable responsibilities and assure successful completion the same. I shall do my best to do my work efficiently.
Date: (signature)
Place: Masqur Alam Lari
Education
- July 2003 / March 2006 B.Com at IPS Academy
Experience
- June 2015 / October 2016 IT Engineer at Tech Support Solution
-
Call Logging and First Level /Second level Support. Providing Remote Support to end users.
Responsible for maintain SLA and responding to all Calls very promptly and professionally.
Resilient to work in any shift, experienced in working environment 24*7. Providing Service as per SLA and following up full ITIL process.
Logging Severity ticket Sev1, Sev2 and Sev3. Following up the Severity till closure.
Logging Incident tickets and Service Request ticket with appropriate categories for end users.
Experienced in logging tickets with ticketing tools like BMC Remedy, USD, Elixir and Maximo.
Experienced in IT infrastructure trends and technologies, including networks, databases, business applications, and development methodology.
Responsible for operating computer systems and performing preventive maintenance tasks on IT related Hardware / Software and printers.
Responsible for answering all customer inquiries in professional and efficient manner.
Coordinating with different teams like Server, Network, Desktop and application team.
Troubleshooting network connectivity issue Lan, Wan, Internet and Intranet.
Ability to plan ahead and develop contingency plans, where necessary.
Communicating with system users to identify, explain and resolve problems.
Resolving user problems by answering questions and requests.
Making sure there is uninterrupted power supply to the computers.
Performing all data processing duties in an accurate and timely manner.
Installation, configuration & troubleshooting of printers.
Diagnosing and correcting equipment malfunctions.
Using a computer console to process and complete jobs.
Experienced in troubleshooting in Microsoft Office 2007 /2010 products – Outlook, Word, Excel, Access, Internet Explorer, desktops, laptops and printers.
Installation, configuration & troubleshooting of Windows 7, 8and 10.
Carrying out regularly scheduled uploads or downloads of data.
Installation, configuration & Troubleshooting of Lotus notes client 8.0, 8.5 & more.
Installation, configuration & Troubleshooting Cisco phones.
Operating and maintaining computer associated peripheral equipment.
Assisting users with software and hardware problems.
Determining the scope of any computer problems and then prioritizing them accordingly.
Ensuring that all data is secured and there are no breaches of confidentiality.
Knowledge in Windows & Linux Servers.
Providing solution to end user on call as per SLA. - March 2013 / May 2015 Shift Lead (IT Service Desk) at Future Focus Info Tech Pvt Ltd
-
Leaded a team of 15 members of Centralized IT Service Desk for IBM GPS across India.
Skilled at managing and leading the team, efficiently helping the team on technical/& non-technical issues.
Adroit at serving to Customer satisfaction. Looking after of second level escalation for IT service desk.
Participating in ongoing reviews of procedures and process improvement initiatives.
Planning and managing IT Service Desk Team shift roster and attendance.
Distributing the ticket to team. Making daily production report. Handling team issues.
Providing support to VP’s on priority basis. Sharing the feedback to team on weekly basis.
Listening received Avaya calls of team on weekly basis for better quality and sharing the feedback. Making Plans for better performance of team.
Logging Severity ticket Sev1, Sev2 and Sev3. Following up the Severity till closure.
Providing L1 & L2 Support in IBM IT Service Desk.
Making weekly reports and monthly for team. Preparing Monthly attendance for team.
Logging Proxy ticket for End users via Mail and Calls.
Providing Remote support to End user. Solution of VPN connectivity and BPO Process.
Active Directory related problem. On-Line call Processing and their solution.
Providing solution to end user on call as per SLA
Giving solution to the customer related to the issues of operating systems (Microsoft).
Making daily IT Service Desk L1 and L2 Reports. - May 2010 / March 2013 IT Help Desk Executive at PCS Technology Pvt Ltd
-
Call Logging and First Level Support. Providing Remote Support to end users.
Providing technical assistance to user by diagnosing and resolving problems on getting new ticket from the customer/user by remotely, telephonically or visiting user’s desk.
Configuring new Laptop and issuing to the customer/user.
Responsible for processing paperwork to issue/receive IT-Asset and maintaining inventory.
Responsible for monitoring the status of network device like Switches, Router, Printers, Scanners, Wireless access points and troubleshooting on occurrence of any problem.
Installation and troubleshooting of local and networked printers and scanners.
Responsible for installation of new Network cable and replacement of any bad network cable. Troubleshooting network connectivity issue.
Having access to Active Directory, checking user’s account status, resetting login password
Being the first point of contact to the end users for any service calls / issues reported.
Ensure all the calls are logged in the Service Desk Tool and Call tickets provided to the user.
Experience in Call Ticket Logging Tool “USD” & Elixir.
Ensure appropriate category and priority are chosen for each call.
Allocate the unresolved calls to the respective teams / location engineers.
Follow up with the onsite teams / domains until the call is resolved.
Timely escalation to Application Team for unresolved calls.
Effective Communication mailers / Alerts on Service Outages / Maintenance and follow-up communication till closure.
Installation of different Antivirus like Net Protector, Quick Heal, Symantec Antivirus.
Knowledge in windows 2000, XP, Vista, 7, Win 8, Windows Server 2003; Windows Server 2008.