Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
Affiliations
Timeline
OperationsManager
MOHAMMAD HAMZAH MAHMOOD

MOHAMMAD HAMZAH MAHMOOD

AL-KHOBAR

Summary

Results-oriented IT Professional with track record of success in resolving technical problems and providing support for wide range of hardware and software systems. Adept at troubleshooting complex technical issues and providing hands-on support to users. Possesses excellent customer service and time management skills.

Overview

14
14
years of professional experience
4
4
Certification

Work History

Service Excellence Engineer

Diyar United Company
01.2023 - Current
  • Monitoring, and maintaining of Server monitoring tools
  • Monitoring of VMs & Esxi servers (CPU, Memory, Disk, Network Utilization)
  • · Managing Datacenter using VC
  • Diagnosing system errors and other issues
  • Creating, Managing and Maintaining AD user ID Accounts
  • Identified issues, analyzed information, and provided solutions to problems
  • Managing User Accounts (password resets/creates/deletes privileges) and applying group Policies
  • Usage of monitoring tools like SolarWinds, SCOM & Dynatrace
  • Resolve service user requests within target timeframes
  • Providing the miscellaneous support and coordinating with various teams to achieve the best results
  • Identifying system performance issues, providing swift remedial action
  • Incident Management, creating incident tickets and escalating to concerned team for swift action
  • Installed new hardware and software to meet system specifications and user needs
  • Monitoring of Applications & Network Components using monitoring tools
  • Kept detailed records of new installations and related licenses
  • Alert escalations to the concerned team or section as per escalation matrix
  • Monitored computer system performance and intervened in identified problems.
  • Worked on Ticketing Tools Remedy, ServiceNow
  • Coordinate, monitor, and troubleshooting to isolate and diagnose common system problems, backup and events to ensure continuous functioning.
  • Installing and Configuring Servers with MS windows Server 2008r2 & 2012, 2016, etc. with relevant Service packages and Security patches.
  • Updating and configuring Endpoints anti virus as per recommendation from EDR team.
  • Symantec Endpoints & Falcon CrowdStrike.
  • Perform Security Health Check of Windows servers and other compliance as part of Preventive Maintenance.
  • Maintaining good professional relationship with various clients.
  • Responsible for the day-to-day maintenance and operation of systems.


IT Field Engineer

Diyar United Company
03.2017 - 01.2023
  • Configure and manage the BMC SDE ITSM application for Incident Management, Ticketing, and work orders
  • Configure Templates, User Permissions, Support groups, Approvals, Operational categorizations, Hub/Spoke model, and Product categorizations
  • Change queues, Auto assignment rules in BMC SDE
  • Diagnosing system errors and other issues
  • Creating, Managing and Maintaining AD user ID Accounts
  • Managing User Accounts (password resets/creates/deletes privileges) and applying group Policies.
  • Configure Group Policies and Delegating Administrative Controls
  • Assists in updating IT troubleshooting log and presenting weekly & monthly reports to management
  • Identified issues, analyzed information, and provided solutions to problems
  • Updated software for new functionality and improved security
  • Conducted tactical troubleshooting to identify faults
  • Resolved service user requests within target timeframes
  • Communicated ICT disruptions to staff regarding installations, upgrades, and outages
  • Educated service users on new software updates and system capabilities
  • Identified system performance issues, providing swift remedial action
  • Documented actions are taken using a work order system within BMC
  • Set up new workstations for users with proper cables, equipment, and software
  • Kept detailed records of new installations and related licenses
  • Installed new hardware and software to meet system specifications and user needs
  • Monitored computer system performance and intervened in identified problems.
  • Responsible for the day-to-day maintenance and operation of systems.
  • Maintaining software applications, Operating system and regular maintenance


System Engineer

Jamal Al Midhwa'a Trading & Cont. Est
01.2013 - 02.2017
  • Provide technical support for the project of the Ministry of Municipality & Rural Affairs Election 2016 of the Kingdom of Saudi Arabia by a computerized system for recording and registration of voters, support networks, and connecting all centers of election to Riyadh Ministry
  • Training the users to know how the software works, responsible user data entry for part of the software, and how to use it
  • Setting up network connections
  • Communicated technical information to non-technical audiences through easy-to-follow presentations, explanations or demonstrations
  • Conducted training sessions with employees on new or upgraded software, systems and applications.
  • Operating system and Application troubleshooting for desktops and laptops.
  • Troubleshooting the user Profile issues, re-creating the user profiles if required.
  • Adding Machines to the domain remotely.
  • Troubleshooting Outlook issues – re-creating the outlook profiles, configuring the new mailboxes with prior approval.
  • Administering issues concerning Microsoft Office (all versions) including M.S Outlook Troubleshooting.


Technical Support Engineer L2

Iyogi Technical Services Pvt Ltd.
08.2010 - 12.2012
  • Troubleshot problems and diagnosed system faults
  • Managed complaints with calm, clear communication and problem solving
  • Thrived in fast-paced environment with energy and enthusiasm
  • Installed and set up applications for clients to provide programs for projects
  • Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely
  • Helped customers set up new systems, applications and software to manage smooth workflow
  • Provided clear and concise systematic technical support to guide clients during process
  • Asked customers targeted questions throughout troubleshooting to determine smart solutions
  • Addressed and resolved SLA issues promptly using an OTRS system
  • Used support tickets to track and speed up incidents
  • Kept computer hardware in excellent working condition through regular maintenance and inspections
  • Used help desk software, such as Zendesk to assist others throughout the working day
  • Used remote access software to help fault-find and solve computer malfunctions virtually
  • Effectively coordinated technician and engineering teams, providing prompt, appropriate responses to IT faults and issues
  • Raised and escalated system faults, logging clear progress reports on performed incident investigation
  • Technical issue related to Blue or Black screen on computers, laptops
  • Scan and remove virus
  • Defray the hard drives on computer functioning too slowly
  • Remove and clean up registering the clean-up software
  • Remove unused files and software to put the software all the computer in their functional order
  • Overhaul all the files to keep unscrupulous and infected effects away
  • Conduct the supervisory check-up
  • Configuring gaming consoles such as Nintendo wi, Xbox, play station etc
  • Ensure a smooth functioning of the all the system.

Customer Support Representative

EXL Private Ltd.
10.2009 - 07.2010
  • Investigate the meter point reference number (MPRM) of gas and electricity units provided by the data collector and the Scottish Power customers on monthly bases
  • Validate and provide analysis for the meter units with the historical records of the customer's usage available in the database
  • Investigate the change of tenancy of the property by contacting the owner or letting agency and transferring the account to the name of the tenant
  • Investigate the bill dispute from the previous and current tenants
  • Quote amount to the accounts and send approvals to the billing department for monthly billing to the customers
  • Addressed customer service enquires quickly and accurately
  • Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment
  • Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat
  • Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.

Education

Bachelors of Technology - Information Technology

Uttar Pradesh Technical University
Lucknow, India

ISC Senior Secondary Examination -

St. Joseph's College
Allahabad, India

ICSE Higher Secondary Examination -

St Joseph's College Allahabad
Allahabad, India

Skills

  • NOC Monitoring
  • Data Center Operations
  • Incident Management
  • Engineering support
  • 2nd line IT support
  • Team leadership Decision-making
  • Troubleshooting proficiency
  • Application support
  • Application installations
  • Customer service expert
  • Cloud Computing Expertise
  • Service Level Agreements
  • System Administration
  • Root Cause Analysis
  • Project Management
  • Teamwork and Collaboration
  • Multitasking Abilities
  • Problem-solving abilities
  • Virtualization Technologies
  • Server maintenance
  • Hardware and software installation
  • Systems Monitoring

Certification

  • SolarWinds Hybrid Cloud Observability Network Monitoring.(BootCamp)
  • 2018 Microsoft Certified Solution Expert: Mobility (MCSE: Mobility)
  • 2018 IT Service Management Foundation based on ISO/IEC 2000
  • 2019 ITIL V3 foundation

Personal Information

  • Iqama NO: 2338719087
  • Iqama profession: Engineer ( Transferable)
  • Valid Driving License.
  • Indian National
  • Married

Languages

Hindi
Native language
English
Proficient
C2
Arabic
Intermediate
B1

Affiliations

  • Saudi Council of Engineers, Membership No: 195722 (Computer Engineer).

Timeline

Service Excellence Engineer

Diyar United Company
01.2023 - Current

IT Field Engineer

Diyar United Company
03.2017 - 01.2023

System Engineer

Jamal Al Midhwa'a Trading & Cont. Est
01.2013 - 02.2017

Technical Support Engineer L2

Iyogi Technical Services Pvt Ltd.
08.2010 - 12.2012

Customer Support Representative

EXL Private Ltd.
10.2009 - 07.2010

Bachelors of Technology - Information Technology

Uttar Pradesh Technical University

ISC Senior Secondary Examination -

St. Joseph's College

ICSE Higher Secondary Examination -

St Joseph's College Allahabad

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MOHAMMAD HAMZAH MAHMOOD