Mohamed Arshad

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.

• 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.

Completed B. Tech (Information Technology) from Aalim Muhammed Salegh College of Engineering, Chennai, India.

June 2007 - May 2011