Mohd Zubair

Delhi, Delhi, India
IT Helpdesk, IT Operations, IT Services
About
This is Mohd Zubair having 3+ years of experience in Technical Support.Currently working as Technical Support Engineer in Afore Technical Solution.
Talents
Work Experience
Technical Support Engineer
Afore Technical Solution
Full Time Jul-2017 To present 7 years 9 months
Responsibilities
  • Installation of QuickBooks software and resolved technical issues. Managed call flow and responded to technical support needs of customers. Resolved customer issues in a clear, courteous and straightforward manner. Identified and solved technical issues with variety of diagnostic tools. Followed up with clients to ensure optimal customer satisfaction. Worked closely with team members to meet or exceed all customer service requirements. PC and Browser Optimization whenever is needed. Cleaned PC and Removed viruses if detected. Resolving issues related to Printers and Outlook. Resolving pop up issues whenever customer faced such type of issues.
Technical Helpdesk Engineer
Full Time Aug-2016 To Jun-2017 10 months
Responsibilities
  • Call log on SAP tools of Gail employed issues in SAP System.
    Monitoring of servers on ERP tool basis.
    Generating the tickets in SM Tool and aligning the engineer of concerned team to solve the issue encountered.
    Escalating call to the senior management team as per the internal escalation matrix.
    Recording/tracking incidents and complaints and keeping end users informed about the status/progress.
    Maintaining hardware and software Inventory and follow all IT documentation process
    Answering phone calls, according incidents, providing resolution, escalating if necessary and closing request per the established SLA.
    Coordinating with the Gail employee in all activities.
    Prepared reports on dally basis, weekly basis and monthly basis & shared with the customer as well as the managers.
    Assist the customer through telephonic any kind of Query.
    Managing sap call login process and maintaining module wise application(SRM ERP Solution manager, SLMO, Service desk tool (EMS), FICO, HRSD, MM
operation executive
core integra consulting solution pvt ltd
Full Time Sep-2014 To Jul-2016 1 year 10 months
Responsibilities
  • Providing technical support over the phone to all IT associate.
    Handling incoming incidents via the phone / e-mail promptly and effectively.
    Diagnosing and resolving a wide range of technical issues over the phone.
    Take ownership of a call and seeing it through to closure.
    Escalating calls and issues where necessary to senior managers & team leaders.
    Provide troubleshooting in networking.
    Responsible for ticket generating according to the issue email logged in Solution manager tool.
Education
Bachelor of Engineering or Technology
Uttar Pradesh Technical UniversityIntegral University
2010-2014
Profile Snapshot
Mohd is based out of Delhi & has studied CS-Computer Science, BE BTech-Bachelor of Engineering or Technology from Year 2010-2014 in UPTU-Uttar Pradesh Technical University, Integral University.
Mohd Zubair is Skilled in IT Helpdesk, IT Operations, IT Services and other talents.