Mohammed Inayath

Configured VPN, DUO application on Laptop & phone for new joiner.

· Providing Static token to user connect VPN. 

· Assigning hardware issue (printer, computer) to physical team.

· Unlock the AD account from AD manager

· Troubleshoots and collaborates with other departments to assist with infrastructure related issues.

· Remotely diagnoses and resolves requests utilizing remote tools.

· Follows management guidance, adhering to IT policy and procedure.

· Installs and configures local and network-based printers.

· Supports remote access for virtual private network connectivity as well as wireless/broadband connectivity for laptops.

· Trained new employees about the process.

· Oversee day to day terms Operation and process.

· Install and maintains complex hardware, software systems and supporting large user group.

· Resolved Internet, Phone and Television issues and updating about the product to the user.

· Responded to customers on chat facing issues with Internet security services.

· Safeguarding account, unlock user account, password reset, helped users to create secondary accounts.

· Assigning new IP address to router.

· Walk customer through problem-solving process.

· Escalation points for difficult or high impacting IT incidents for particular hardware, software or platform.

· Handling SLA to meet customer requirement.

· Dispatched technicians to the user home to fix the issue physically in case the issue is not resolved remotely.

· Worked with resolver groups to understand root causes, lessons learnt and working with teams to drive through process, improvements.

· Maintaining daily AHT, FCR.

· Following Knowledge article and providing resolutions to end user and if any changes required in Knowledge article forwarding to concern team.

· Follow up with concern team if any application/server/Outage till the issue get fixed

IT professional with 4+ years of experience in troubleshooting Networks, active directories, VPN, Windows 10, remote troubleshooting, and generating WDRT tokens from servers.

· Having a basic knowledge of Linux

· Know the ITIL process.

· Understanding about Cloud & DevOps tools technologies.

· Have knowledge about 

·Worked as an SME (Subject Matter Expert) and helped newly joined associates.

IT professional with 4+ years of experience in troubleshooting Networks, active directories, VPN, Windows 10, remote troubleshooting, and generating WDRT tokens from servers.

· Having a basic knowledge of Linux

· Know the ITIL process.

· Understanding about Cloud & DevOps tools technologies.

· Have knowledge about 

·Worked as an SME (Subject Matter Expert) and helped newly joined associates.