Mohamed Meeran

Highly skilled End User Support Engineer with a track record of 6.5 years in the UAE, delivering exceptional technical support to end-users and ensuring the stability of IT infrastructure. Proficient in diagnosing and resolving complex issues, ensuring minimal downtime and optimal user productivity. Adept at implementing efficient support processes, collaborating with cross-functional teams, and delivering excellent customer service. Strong problem-solving abilities and a commitment to staying current with emerging technologies. Seeking to leverage expertise to contribute effectively to IT operations and enhance user satisfaction.

• Ensuring the smooth operation of IT systems and applications and providing IT support for senior executives including CEOs, Board Members, Directors, General Managers, and Department Heads.
• Providing support to end users on Azure Virtual Desktop with Dell Thin Client OS VDI solutions. Troubleshooting and resolving complex VDI issues. Ensuring VDI security and compliance, latest updates.
• Managing Microsoft 365 licenses, users, groups, and permissions, and providing support to end users on M365 applications and services including Exchange Online, SharePoint Online, OneDrive, and Teams.
• Working as part of a team to deploy Windows Autopilot to over 100 devices. Assistance to end-users with questions or issues related to Windows Autopilot deployments, providing timely and effective solutions.
• Managing over 3,000 endpoint devices including macOS devices using ManageEngine Endpoint Central.
• Managing Endpoint devices using MDM Tools such as Intune, AirWatch Agent, Manage Engine EC.
• Configuring, managing, and troubleshooting Microsoft Teams Rooms for over 40+ meeting rooms. Provided support to end users on Logitech, Lenovo MTR, AV equipment.
• Collaborating with the SOC team to prevent cybersecurity attacks and protect endpoints from malwares.Worked as a team member in the Tenant-to-Tenant migration project. Contributed to testing and quality assurance efforts by performing pre-migration and post-migration testing to ensure the functionality.
• Provided end-user training, helping them comprehend the migration process and successfully adapt to the changes, supporting to resolve post migration issues, resulting in a 95% user satisfaction rate. 
• Created and maintained customized standard Windows OS images for the organization, ensuring that all devices were configured with the necessary software, Group Policy controls, and security settings.
• Reduced support calls by 50% by implementing proactive IT system and meeting room maintenance including daily checklist reports to management and minimizing the need for reactive support.
• Facilitating onboarding and providing IT training for new employees, collaborating with the HR team for offboarding processes such as IT asset return, account deactivation, revoking access, and wiping data.
• Provided support on a printer, scanner, and IP phone issues. Manage and mitigate dependencies and recurring issues by communicating with stakeholders and escalating to management when necessary. 

Diploma in Computer Engineering