Mohd Abdul SHOEB

Actively seeking opportunities in IT

• Provide first-level technical support via phone, email, chat, remote or in person.
• Log, categorize, and track support tickets using the ITSM/Helpdesk ticketing system are resolved within SLA. 
• Troubleshoot and resolve basic hardware, software, and network issues on Windows/mac OS platforms. 
•  Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals. Excellent knowledge on MS Windows 10 & 11 operating system. Installation & troubleshooting
• Support MS Office 365 applications, email configuration on PC & Mobile devices. • Hands-on working Knowledge on active directory operations such as user creations, dns record updates, DHCP record Updates, directory time and replication health check. 
• Escalate unresolved issues to Level 2 or Level 3 support teams as necessary. 
•  Follow up on open incidents to ensure timely resolution and user satisfaction.  Maintain documentation of known issues and solutions in the knowledge base. Support onboarding and off boarding processes for new and departing users.
• Adhere to IT policies, procedures, and security standards. 
• Hands-on troubleshooting knowledge of LAN/WAN issues.
• Knowledge of various Antivirus systems. 
• Ability to work with in-house applications. 

Bachelor of Engineering from (JNTU University) June 2013 Hyderabad, India 

 Board of Intermediate April 2009 Hyderabad, India