mohamed riskhan v1

4
Mohamed Riskhan GSM: (+974) 30089791 E-mail: [email protected] Qatar ID #: 28314402791 Visa States: NOC with Transfer Objective system integration, technical support and customer service helpdesk. Experience Qatar Investment Authority Doha, State of Qatar. From 2014 June to Aug 2016 Responsible : Resolving incidents escalated by end users through workaround or solutions according to our SLA. Completing requests assigned to IT support team according to our SLA. Ensure the customer satisfaction of the support provided. Register problem ticket for repeated incident and work to find the root cause of these incidents and permanent solutions. Hand on troubleshooting Eagle, JD Edwards, Oracle Discoverer, ERP software and share point services. Troubleshooting PC`s/Laptop`s, Printers and other computer peripherals. Configuring laptops, Printers, Scanner, e-mail account and Telephone extension for new joiner’s staff. Follow up with the customer and vendor on pending tickets. Ensure that all software`s installed on company desktop/laptop PC`s are licensed. Follow all appropriate maintenance procedures and instructions and ensure that upon completion of the maintenance task complies with the requirements\Excellent experience in supporting end users laptops. Experience in Blackberry admin console BES5 and BES10 task Excellent experience in document quality and control Provide local and remote desktop support 24/7. Excellent experience in laptop setup and support Monitoring and installing Cisco VPN concentrator manager. Excellent experience in windows 7, 8 and 10 including installation, configuration and troubleshooting. Experience in supporting Apple (Mac, iPad, iPhone) products. Experience in supporting smart phones with (blackberry OS, iOS, Android OS) products. Coordinate with senior IT staff for issues that need their decisions. Experience in the CISCO IP Phone configuration. Excellent experience in printing service [installation, configuration and troubleshooting]

Upload: mohamed-riskhan

Post on 11-Apr-2017

91 views

Category:

Documents


1 download

TRANSCRIPT

Mohamed Riskhan

GSM: (+974) 30089791

E-mail: [email protected]

Qatar ID #: 28314402791

Visa States: NOC with Transfer

Objective

system

integration, technical support and customer service helpdesk.

Experience

Qatar Investment Authority

Doha, State of Qatar.

From 2014 June to Aug 2016

Responsible :

Resolving incidents escalated by end users through workaround or solutions according to our SLA.

Completing requests assigned to IT support team according to our SLA.

Ensure the customer satisfaction of the support provided.

Register problem ticket for repeated incident and work to find the root cause of these incidents and

permanent solutions.

Hand on troubleshooting Eagle, JD Edwards, Oracle Discoverer, ERP software and share point

services.

Troubleshooting PC`s/Laptop`s, Printers and other computer peripherals.

Configuring laptops, Printers, Scanner, e-mail account and Telephone extension for new joiner’s staff.

Follow up with the customer and vendor on pending tickets.

Ensure that all software`s installed on company desktop/laptop PC`s are licensed.

Follow all appropriate maintenance procedures and instructions and ensure that upon completion of

the maintenance task complies with the requirements\Excellent experience in supporting end users

laptops.

Experience in Blackberry admin console BES5 and BES10 task

Excellent experience in document quality and control

Provide local and remote desktop support 24/7.

Excellent experience in laptop setup and support

Monitoring and installing Cisco VPN concentrator manager.

Excellent experience in windows 7, 8 and 10 including installation, configuration and troubleshooting.

Experience in supporting Apple (Mac, iPad, iPhone) products.

Experience in supporting smart phones with (blackberry OS, iOS, Android OS) products.

Coordinate with senior IT staff for issues that need their decisions.

Experience in the CISCO IP Phone configuration.

Excellent experience in printing service [installation, configuration and troubleshooting]

Qatar Computer Services W.L.L.

P.O. Box: 5711, Doha, State of Qatar.

––

From 2013 Jul to June 2014

WWoorrkk aass SSuubb CCoonnttrraaccttoorr ::

QQaattaalluumm QQaattaarr..

((DDeesskkttoopp SSuuppppoorrtt EEnnggiinneeeerr))

CCoommmmeerrcciiaall BBaannkk ooff QQaattaarr..

((DDeesskkttoopp SSuuppppoorrtt EEnnggiinneeeerr))

Freelance Computer Technician. From 2011 Jul to Feb 2013

’’ computers evaluated

technical issues, solved customer concerns and troubleshot computer, printer, access point & routers

problems in an efficient and courteous manner. Built custom computers to best serve the customer needs.

Qatar Computer Services W.L.L.

P.O. Box: 5711, Doha, State of Qatar.

From 2005 Jun to 2011 Jul

WWoorrkk aass SSuubb CCoonnttrraaccttoorr::

QQaattaalluumm QQaattaarr..

((DDeesskkttoopp SSuuppppoorrtt EEnnggiinneeeerr)) CCoommmmeerrcciiaall BBaannkk ooff QQaattaarr..

((NNeettwwoorrkk MMoonniittoorriinngg TTeeaamm)) CCoommmmeerrcciiaall BBaannkk ooff QQaattaarr..

((DDeesskkttoopp SSuuppppoorrtt TTeecchhnniicciiaann)) RRaassGGaass CCoommppaannyy LLiimmiitteedd QQaattaarr

((DDeesskkttoopp SSuuppppoorrtt TTeecchhnniicciiaann)) Qatar Petrochemical Company Ltd.

((DDeesskkttoopp SSuuppppoorrtt TTeecchhnniicciiaann)) RRaassGGaass CCoommppaannyy LLiimmiitteedd QQaattaarr..

((DDeesskkttoopp SSuuppppoorrtt TTeecchhnniicciiaann IInn SShhuuttddoowwnn TTeeaamm)) QQaattaarr IInnvveessttmmeenntt AAuutthhoorriittyy..

((DDeesskkttoopp SSuuppppoorrtt TTeecchhnniicciiaann))

Responsible:

Managing and coordinating for issues escalated to 2nd level until the resolution.

Manage/ Escalate system hardware/ software compatibility issues raised by users.

Creating/ testing images (Norton Ghost) as per the customer standard for the new set of pc models.

Provide functional and technical support for Desktop, Laptop, LAN, computer hardware, Software

Applications, Network Applications & Database Applications

Installing, configuring, managing troubleshooting & administering applications

Regular monitoring and Updating of Anti-Virus Software.

Installing, configuring and troubleshooting printers of different vendors in the networks

TCP/IP configuration

Resolved Windows related issues, Internet Explorer issues, mail issues and other PC software related

issues

Trouble shoot network connectivity, network printing and user access issues

Provide local and remote desktop support

Administering and mapping Shared Folders.

Microsoft Outlook Configuration.

Provided computer helpdesk support via telephone communications with end-users

Find out the problems occurred and provide some respective solutions for the same.

Installation and configuration of CISCO and NORTEL IP phones.

Monitoring and Optimizing System Performance

Assist users regarding the status of their IT request Using IT Service Desk Support

Check user’s domain accounts status using active directory

File-backup, File-transfer and Drive mapping for shared drives

Provides IT assistance on Application Support Personnel for their application installation, upgrade, patch

installation and application testing for new software.

Coordinate with senior IT staff for issues that need their decisions.

Create and update technical documentation

Configure and manage nimbus monitoring software which is being used to monitor Branch & ATM

links and live servers.

Monitoring Cisco VPN concentrator manager.

Monitoring Card system & E-Commerce Acquiring System.

Monitoring ATMs thru IST 7.4 & Gasper.

Preparing the daily, weekly & monthly report for the Links, ATMs & Card System.

Assist users regarding the status of their IT request Using Assyst application

Installing, Configuring and troubleshooting of Electronic check clearing scanners and passbook printers

Cisco VPN Client installation and configuration.

Create and update technical documentation

Keep records of IT equipment’s such as Hardware & Software and documentation for the unit.

Crimping RJ45 Connectors

Solving day to day Account lockout issues.

IBM Lotus Notes Client Configuration, In Domino Server

Oracle Client Software Installation.

ADSL & Wireless Router Configuration.

To report and follow up hardware faults to external support companies as required

Weekly site visit and inspection for any IT related issues and upgrade

PC House (PVT) Ltd. ––

(Computer Technician)

From 2003 Aug to Aug 2004

Responsible :

Managing and coordinating for issues escalated to 2nd level until the resolution.

PC's Assembling

Installing Configuring Windows OS

Software Installation and configuration including MS Office packages

Troubleshooting and Maintaining

Education Qualification

KPI Awareness organized by informa (2015)

Effective Customer Service Skills for Service Desk Team by Qatar Skills Academy Training

Center(2015)

Professional Business Writing Skills- Part 1 and 2 by Spearhead Training (2014)

Computer Hardware Engineering at British Business College (2002)

English Course at Gampola International School (2002)

Diploma in Computer Studies at IDM Computer Studies (Pvt) Ltd. (2000)

GCE O/L at Zahira National College Gampola (1999)

Personal details Name in full : Mohamed Riskhan Mohamed Razick

Date of Birth : 29th October 1983

Marital Statues : Married

Kids : Three

Permanent Address : 263/2a, Kandy Road, Kahatapitiya, Gampola, Sri Lanka

Bilingual in : English, Sinhala, Hindi & Tamil

Passport No : N3192593

Qatar ID & Validity : 28314402791

Visa Status : NOC with Transfer