Mohamed Mujahid

IT Support Executive

• Job Details:Provided first-level technical support for internet connectivity issues, including diagnosing network problems, coordinating with internet service provider for service restoration, and managing internet plan updates and top-ups. Handled technical troubleshooting for desktops and laptops, including hardware and software support, system configuration, and routine maintenance to ensure optimal performance and minimal downtime. Maintained and serviced office printing equipment by addressing common issues and coordinating repair services at authorized centers. Assisted clients with services including air ticket bookings, passport and visa inquiries, and delivering updates on flight schedules and travel regulations. Communicated with airline representatives for ticket amendments, cancellations, and special requests, ensuring smooth and timely client support. Managed business-related financial transactions by depositing funds to partner airlines, travel agencies, and offices linked to the company's operations, while maintaining proper documentation and transaction records for reference. Maintained organized records of all IT support activities, travel transactions, and financial dealings to ensure transparency, accountability, and efficient service.

IT Helpdesk Support Officer

• Job Details:Led a team of support technicians in diagnosing and resolving end-user issues related to desktops, laptops, printers, operating systems, and software. Logged and tracked incidents via the internal IT helpdesk portal. Assigned support tickets to IT technicians based on issue priority. Coordinated with site teams for issue resolution and technical support. Maintained software, equipment, and IT accessories. Approved PRs of IT spares/materials from users, when it is essential. Created user accounts and managed domain and internet access permissions. Monitored firewall logs for internet usage and data transfer. Conducted daily backups and ensured server data integrity. Implemented security policies to protect systems from threats. Maintained up-to-date records of IT assets and their statuses. Handled IT clearance procedures for resigning employees. Submitted monthly reports detailing IT activities to management.

Customer Support Engineer

• Job Details:Served as the single point of contact (SPOC) for desktop, laptop, and hardware spare requirements, and provided technical solutions. Coordinated with national and internal teams to handle customer support cases. Logged and tracked customer issues using the Wipro support portal. Conducted root cause analysis (RCA) for high-level escalations. Verified hardware eligibility for support and initiated service. Diagnosed and resolved technical issues on-site or by providing alternate solutions. Managed spare part logistics and procurement through purchase requests. Issued standby machines to customers during repair processes. Published detailed call reports and provided regular updates to stakeholders.