Mohamed Arshad
Technology / Internet
Services offered
o 11+ Years of experienced in IT Services Management (ITSM) - Infrastructure Support, Global Service desk Support, Project Management, Incident management, Major Incident Management, People Management, Problem Management, Change Management.
o Technically experienced on the Windows, Web based application system support, networking devices, Active Directory, O365 suite, Antivirus system management and functionalities.
o Acting as an Incident Manager for the priority Incidents and process owner for the Change Advisor Board.
o Support end users and customers with basic troubleshooting and other day-to-day incident and service requests.
o Handled multiple project teams implementing system changes and Global Service desk Operations team of 15 members from Infrastructure.
o Create/Delete user accounts and setup user profile while onboarding and offboarding employees.
o Knowledge on planning, developing and implementing new support policies on Incident Management, Service desk Management, and SLA’s based on ITIL 4 Standards.
o Possess Analytical skills on resolving issues related to the infrastructure and projects.
o An effective communicator with good interpersonal, presentation and leadership skills.
o Workaholic and fortitude on interacting with different regional customers and Regional IT Teams.
Experience
- 11+ Years of experience in IT Services Management (ITSM) - Infrastructure Support, Global Service desk Support, Project Management, Incident management, Major Incident Management, People Management, Problem Management, Change Management.
- Technically experienced on the Windows, Web based application system support, networking devices, Azure Active Directory, O365 suite, Antivirus system management and functionalities.
- Acted as an Major Incident Manager for the priority Incidents and process owner for the Change Advisor Board.
- Support end users and customers with basic troubleshooting and other day-to-day incident and service requests.
- Handled multiple project teams implementing system changes and Global Service desk Operations team of 15 members from Infrastructure.
- Create/Delete user accounts and setup user profile while onboarding and offboarding of employees.
- Knowledge on planning, developing and implementing new support policies on Incident Management, Service desk Management, and SLA’s based on ITIL 4 Standards.
- Possess Analytical skills on resolving issues related to the infrastructure and projects.
- An effective communicator with good interpersonal, presentation and leadership skills.
- Workaholic and fortitude on interacting with different regional customers and Regional IT Teams.
Education
Completed B. Tech (Information Technology) from Aalim Muhammed Salegh College of Engineering, Chennai, India.
June 2007 - May 2011
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