MOHAMMED JAHANGIR
Dubai
Summary
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
15
15
years of professional experience
3
3
Certification
Work History
IT Support Specialist
Supreme Council for Family Affairs, Sharjah
08.2018 - Current
- Created help desk tickets, troubleshot and resolved desktop issues.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Answered questions and provided information to customers about new software or hardware.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Delivered onsite technical support for 200 employees.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Coordinated with telecommunications providers to discern and address third-party outages and related impacts.
- Updated and modified ERP / website to maintain required performance metrics and safeguard against security flaws.
- Maintained and operated AV equipment for use during internal presentations and client-facing events.
- Collaborated with HR department to design standardized onboarding processes and training assets.
- Used ticketing systems to manage and process support actions and requests.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Activated accounts for clients interested in new services.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
IT Administrator
Excellence Group, Jaipur
06.2015 - 10.2017
- Evaluated business requirements, leveraging information to forecast costs relating to hardware, software and consulting.
- Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
- Interfaced with high-level client personnel, collecting performance feedback and integrating positive and negative evaluations into future IT policies.
- Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
Assistant IT Executive
G. Gheewala Human Resources Consultants, Mumbai
06.2008 - 04.2013
- Configured and implemented IT initiatives to produce measurable business value.
- Evaluated business requirements, leveraging information to forecast costs relating to hardware, software and consulting.
- Assisted in recruiting, hiring and training of team members.
- Documented core systems configurations, passwords and system access requirements.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Reviewed system and network performance to make proactive adjustments based on established IT policies.
Education
MBA - Human Resource Management
Shridhar University
Pilani, India08.2015
Bachelor of Engineering - Information Technology
University of Rajasthan
Jaipur, India05.2006
Skills
- Cost Analysis
- Data Connectivity
- Case Support
- User Experience
- Helpdesk Call Support
- AV Presentation
- Wireless Area Networking
- Component Replacements
- Manual Writing
- Software and Hardware Implementation
- Microsoft Active Directory
- Hardware Replacement
- Disk Space Management
- Telecommunications Network Oversight
- Virus Protection
- Patch Implementation
- Technical Equipment Inspection
- Hardware Upgrades
- File Management Software
- Root Cause Support
- Computer System Diagnostics Software
- Technical Support and Assistance
- Service Desk Team Management
- Operating System Management
- Hardware Components
- Microsoft Windows and Office
- Tablets Support
- Remote Access Software
- Hardware and Software Repair
- Client Meetings
- Microsoft Certification
Additional Information
- Passport number: , N5825090, DOE 10/12/2025 Visa Status: Emp Visa
Certification
- Certified, MCSA - 2016
- Certified CCNA - 2016
- Certified ITIL - 2015
Languages
English
Advanced (C1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Support Specialist
Supreme Council for Family Affairs, Sharjah
08.2018 - Current
IT Administrator
Excellence Group, Jaipur
06.2015 - 10.2017
Assistant IT Executive
G. Gheewala Human Resources Consultants, Mumbai
06.2008 - 04.2013
MBA - Human Resource Management
Shridhar University
Bachelor of Engineering - Information Technology
University of Rajasthan
- Certified, MCSA - 2016
- Certified CCNA - 2016
- Certified ITIL - 2015
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