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Ahmad F.

Al-Ajlouni (SM08)
P.O. Box 13536
Amman, Jordan 11942
Tel.: (962) 795531888
Fax.: (962) 64644200
E-mail: alajloua@hotmail.com
http://faculty.yu.edu.jo/alajlouni

Meraj Ahmed
Mobile No: +91-8976795830
E-Mail-ID: meraj39@gmail.com
Address: Mumbra Disc-Thane Mumbai- 400612
CAREER SUMMARY

TECHNICAL &
PERSONAL SKILLS:

I am an IT-Customer Support with more than 3 year 05


month professional experience. Intend to build a career
in IT-CONSULTANT and to utilize my capabilities to the
best interest of the organization and to learn new
technologies.
Software & OS: All versions of Office and Windows
Operating Systems Hardware: All forms of Hardware,
Printers, Scanners, and Removable Storage Devices
Desktop related
Networking: Cabling, Physical Network Installation, up
gradation, Trouble Shooting and Maintenance.
Personal Skills: Having a practical approach, able to work
independently and also in teamwork. Strong all
problems, Technical Support & Training. Software
Installation & training, Problem Resolution &
Troubleshooting, Network Troubleshooting, System
Security Configuring TCP/IP, Gateways, hostnames, and
domain names and setting up the network. Analytical,
Problem solving Innovation, Adaptability, Learning,
Presentation, Communication.

EDUCATION

PROFESSIONAL
CERTIFICATION
AND TRAINING
WORK EXPERIENCES:-

3 YEARS DIPLOMA IN (COMPUTER TECHNOOLOGY)


73.17% (2010)
MSBTE
S.S.C
78.31% (2007)
MUMBAI
One year Advanced Diploma in Computer Hardware &
Networking
From Saboo Siddik (Mumbai).
78.00 %( A+)
MUMBAI

Organization
Designation
Duration
Organization
Designation
Duration

: Techatalyst software pvt.ltd.


: IT-Customer support specialist.
: 3rd June 2013 to till date.
: Asus Technology Pvt. Ltd.
: CSE
: 14 th May 2012 to 31 May 2013.

Organization
Designation
Duration
Organization
Designation
Duration

: Digicall Pvt Ltd.


: Technical Support Engineer.
: 2nd Apr. 2011 to 13 th May 2012.
: Sysmac Pvt Ltd.
: Desktop Support Engineer.
: 10th Jun to 2010 to 5th Mar 2011.

WORK PROFILE:Organization
Designation
Duration
Location

: 3th

: Techatalyst software pvt.ltd


: IT-Customer support specialist
June 2013 to till date.
: Seepz MIDC (Andheri)

ABOUT PROJECT (FIT)


Freudenberg IT (FIT) is global IT Solutions Company specializing in SAP
consulting, outsourcing, manufacturing execution system & managed hosting. It
is part of the Freudenberg Group of companies which is a family owned
enterprise.

MONITORING

TICKETING

24*7 monitoring of datacenter using SPONG tool


Generate tickets using LANDesk ticketing system based on impacts & criticality
of clients business process

REPORTS

Generation of NetApp storage reports, updating the client on the status of the
the assignment

AD SUPPORTS

Creation of user accounts, assigning group membership, unlock account

VPN SUPPOR

VPN setup worldwide FIT personnel and ITO customers.

Trying to resolve tickets within defined SLA via call or mails & updating the
same to customers

Perform remote operations with help of CISCO VPN and RDP


EMAIL & VOICE SUPPORTS
FOLLOW UP & ESCALATION

Follow up with teams & routing tickets to concern teams.


Customer Support related activities as assigned by reporting authority.

INTERNAL DUTIES

Generation and submission of team performance reports in timely basis.

Generation of monthly Roster.

WEEKLY MEETINGS
Attending meetings to gather project information, understand issues &
planning of issues

Organization
Designation
Duration
Location

: 14th

: Asus Technology Pvt. Ltd.


: CSE (Technical Voice Process)
May 2012 to
: Sakinaka Andheri East

RESPONSIBILITY

Quick technical assistance to all ASUS customers by telephone,


electronically, remotely all over India
Initial troubleshooting via Mail , remote & voice support to customers
working as a hub among customers, service centers and regional head for
quick resolution to the customers
Understanding of customer urgency ,highlighting issue to regional manger
to get quick resolution
Handle and resolve customer complaints within a SLA.
Based on troubleshooting raising a ticket & assigning to nearest ASUS ASP
for customer visit
Working with ASP or ASP branch manager about pending cases on daily
bases & updating the customers
Multitasking at a time handling calls, sending mails, generating case in
portal as well
Reviewing new launched products specification & comparing with other
brands to improve the customer satisfaction level
Team work & supports to all customers
Perform customer verification
Maintaining an excel of all calls & sending to TL & manager EOD
Escalation Management & Handling

Organization
services)
Designation
Duration
Location

: Digicall Pvt Ltd. (Formally known as Page point


: Technical Support Executive
: 3-Aug-2011 to 14 To 14 May 2012
: Sakinaka Andheri East

RESPONSIBILITY

Technical support to approx.500 users (Applications,/Hardware & Network)


& reporting to IT manager on daily bases

Checking online ticketing portal (spicework) & assigning to engg. as per


customer requests
Initial troubleshooting via Mail , voice or remote support to customers
Active monitoring of voice logger server for voice recording
Active monitoring of all servers ,routers ,firewall ,hub & switches to ensure
all are functioning properly
Giving system to users with requested application & access by manager
Outlook configuration ,mail backup & data backup supports
Joining each workstation to DOMAIN & make sure system is in network
Making inventory about systems & users on monthly bases & reporting to
manager.
Creating, Adding, Deleting & Maintaining user profile from Active Directory
CRM, links & web portals troubleshooting & raising a tickets with service
providers
Troubleshoots Printers and Scanner Issue

Organization
Designation
Duration
Place

: Sysmac Solution Pvt Ltd.


: Remote Service Engg.
: 22 Nov 2010 To 18 June 2011
: MIDC Andheri East

KEY KNOWLEDGE:

HP COMPAQ ALL IN ONE Series units

All HP DESKTOP

ACHIEVMENT:

2 times Awarded as the Best CUSTOMER SUPPORTIVE ENGINEER

RESPONSIBILITY

Supporting HP customers all over mumbai & reporting to manager on


daily bases about daily cases
Closing a case within company defined SLA
Hardware troubleshooting & requesting spare from warehouse
System software (OS) troubleshooting & Recovery(if preinstalled)
special support to HP Compaq all in one system
Out location calls & escalations
Troubleshooting of basis Network issues
Application software installation (MS-Office & Antivirus etc)
Data backup support(OOW)
Configuring and Troubleshoots Printer and Scanner.

Personal Information:

Date of Birth
Nationality
Gender
Marital Status
Language Known

:
25-Jul-1989
Indian
:
Male
:
Single
:
English,Hindi,Marathi,Urdu

I hereby declare that all the above-mentioned details are true and correct to the
best of my knowledge.

(Meraj Ahmed)