Ahmad F. Al-Ajlouni (SM08)P.O. Box 13536Amman, Jordan 11942Tel.: (962) 795531888Fax.: (962) 64644200E-mail: alajloua@hotmail.comhttp://faculty.yu.edu.jo/alajlouni

Meraj Ahmed Mobile No: +91-8976795830E-Mail-ID: meraj39@gmail.com Address: Mumbra Disc-Thane Mumbai- 400612 CAREER SUMMARYI am an IT-Customer Support with more than 3 year 05 month professional experience. Intend to build a career in IT-CONSULTANT and to utilize my capabilities to the best interest of the organization and to learn new technologies.

TECHNICAL & PERSONAL SKILLS:

Software & OS: All versions of Office and Windows Operating Systems Hardware: All forms of Hardware, Printers, Scanners, and Removable Storage Devices Desktop related Networking: Cabling, Physical Network Installation, up gradation, Trouble Shooting and Maintenance. Personal Skills: Having a practical approach, able to work independently and also in teamwork. Strong all problems, Technical Support & Training. Software Installation & training, Problem Resolution & Troubleshooting, Network Troubleshooting, System Security Configuring TCP/IP, Gateways, hostnames, and domain names and setting up the network. Analytical, Problem solving Innovation, Adaptability, Learning, Presentation, Communication.

EDUCATION3 YEARS DIPLOMA IN (COMPUTER TECHNOOLOGY) 73.17% (2010) MSBTE

S.S.C 78.31% (2007) MUMBAI

PROFESSIONALCERTIFICATIONAND TRAININGOne year Advanced Diploma in Computer Hardware & NetworkingFrom Saboo Siddik (Mumbai). 78.00 %( A+) MUMBAI

WORK EXPERIENCES:-

Organization: Techatalyst software pvt.ltd.Designation: IT-Customer support specialist.Duration: 3rd June 2013 to till date.Organization : Asus Technology Pvt. Ltd.Designation : CSEDuration : 14th May 2012 to 31 May 2013.

Organization: Digicall Pvt Ltd.Designation: Technical Support Engineer.Duration : 2nd Apr. 2011 to 13th May 2012.

Organization: Sysmac Pvt Ltd.Designation: Desktop Support Engineer.Duration: 10th Jun to 2010 to 5th Mar 2011.

WORK PROFILE:-

Organization: Techatalyst software pvt.ltdDesignation: IT-Customer support specialistDuration: 3th June 2013 to till date.Location : Seepz MIDC (Andheri)

ABOUT PROJECT (FIT)

Freudenberg IT (FIT) is global ITSolutionsCompany specializing in SAP consulting, outsourcing, manufacturing execution system & managed hosting. It is part of the Freudenberg Group of companies which is a family owned enterprise.

MONITORING 24*7monitoring of datacenter using SPONG tool TICKETING Generate tickets using LANDesk ticketing system based on impacts & criticality of clients business process REPORTS Generation of NetApp storage reports, updating the client on the status of the the assignment AD SUPPORTS Creation of user accounts, assigning group membership, unlock account VPN SUPPOR VPN setup worldwide FIT personnel and ITO customers. Perform remote operations with help of CISCO VPN and RDP EMAIL & VOICE SUPPORTS Trying to resolve tickets within defined SLA via call or mails & updating the same to customers FOLLOW UP & ESCALATION Follow up with teams & routing tickets to concern teams. Customer Support related activities as assigned by reporting authority. INTERNAL DUTIES Generation and submission of team performance reports in timely basis. Generation of monthly Roster.

WEEKLY MEETINGS Attending meetings to gather project information, understand issues & planning of issues

Organization: Asus Technology Pvt. Ltd. Designation: CSE (Technical Voice Process)Duration: 14th May 2012 to Location : Sakinaka Andheri East

RESPONSIBILITY

Quick technical assistance to all ASUS customers by telephone, electronically, remotely all over India Initial troubleshooting via Mail , remote & voice support to customers working as a hub among customers, service centers and regional head for quick resolution to the customers Understanding of customer urgency ,highlighting issue to regional manger to get quick resolution Handle and resolve customer complaints within a SLA. Based on troubleshooting raising a ticket & assigning to nearest ASUS ASP for customer visit Working with ASP or ASP branch manager about pending cases on daily bases & updating the customers Multitasking at a time handling calls, sending mails, generating case in portal as well Reviewing new launched products specification & comparing with other brands to improve the customer satisfaction level Team work & supports to all customers Perform customer verification Maintaining an excel of all calls & sending to TL & manager EOD Escalation Management & Handling

Organization: Digicall Pvt Ltd. (Formally known as Page point services)Designation: Technical Support Executive Duration: 3-Aug-2011 to 14 To 14 May 2012Location : Sakinaka Andheri East

RESPONSIBILITY

Technical support to approx.500 users (Applications,/Hardware & Network) & reporting to IT manager on daily bases Checking online ticketing portal (spicework) & assigning to engg. as per customer requests Initial troubleshooting via Mail , voice or remote support to customers Active monitoring of voice logger server for voice recording Active monitoring of all servers ,routers ,firewall ,hub & switches to ensure all are functioning properly Giving system to users with requested application & access by manager Outlook configuration ,mail backup & data backup supports Joining each workstation to DOMAIN & make sure system is in network Making inventory about systems & users on monthly bases & reporting to manager. Creating, Adding, Deleting & Maintaining user profile from Active Directory CRM, links & web portals troubleshooting & raising a tickets with service providers Troubleshoots Printers and Scanner Issue

Organization: Sysmac Solution Pvt Ltd.Designation: Remote Service Engg.Duration: 22 Nov 2010 To 18 June 2011Place: MIDC Andheri East

KEY KNOWLEDGE: HP COMPAQ ALL IN ONE Series units All HP DESKTOP ACHIEVMENT: 2 times Awarded as the Best CUSTOMER SUPPORTIVE ENGINEER

RESPONSIBILITY

Supporting HP customers all over mumbai & reporting to manager on daily bases about daily cases Closing a case within company defined SLA Hardware troubleshooting & requesting spare from warehouse System software (OS) troubleshooting & Recovery(if preinstalled) special support to HP Compaq all in one system Out location calls & escalations Troubleshooting of basis Network issues Application software installation (MS-Office & Antivirus etc) Data backup support(OOW) Configuring and Troubleshoots Printer and Scanner.

Personal Information:

Date of Birth:25-Jul-1989Nationality:IndianGender:MaleMarital Status:SingleLanguage Known: English,Hindi,Marathi,Urdu

I hereby declare that all the above-mentioned details are true and correct to the best of my knowledge. (Meraj Ahmed)