Microsoft 0365 & Office
Mohd Rizwan Alazmi
Service Desk Expert
Puchong Prima
Summary
Proven expert in IT support and system administration, notably at Tech Mahindra, where I leveraged ITIL knowledge and exceptional problem-solving skills to enhance service desk efficiency and user satisfaction. My adeptness in network diagnostics and a collaborative approach led to a significant reduction in support tickets, underlining my commitment to continuous improvement and operational excellence.
Overview
12
12
years of professional experience
1
1
Certification
2
2
Languages
Work History
Service Desk Expert
Tech Mahindra
10.2023 - Current
- Identified recurring issues and suggested long-term solutions, reducing future tickets and support calls.
- Managed high volume of incoming support requests, maintaining professionalism under pressure.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Engaged in user support interactions via telephone, chat and email platforms.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Developed and implemented preventive maintenance procedures.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
- Complied with company policies regarding data privacy when accessing sensitive client information during troubleshooting sessions.
- Fostered positive internal user relationships by providing empathetic and timely assistance on all inquiries.
- Escalated complex technical issues to appropriate specialists, ensuring timely resolution for clients.
- Proactively researched emerging trends in technology to stay current with industry best practices while providing informed recommendations to clients as needed.
- Developed strong rapport with clients through consistent communication regarding updates or delays in issue resolution timeframes.
- Utilized diagnostic tools effectively to pinpoint root causes of technical problems accurately before initiating corrective actions.
- Trained new Service Desk Advisors, improving overall team performance and knowledge base.
- Assisted in the development of training materials to streamline the onboarding process for new team members.
- Collaborated with IT team to develop and implement new service desk procedures, reducing call wait times.
- Monitored ticket queue closely to ensure prompt responses and accurate prioritization of tasks based on urgency levels.
- Streamlined service desk processes for improved response times and issue resolution.
- Maintained detailed records of customer interactions, tracking common trends to improve future support efforts.
- Implemented a knowledge-sharing system among team members, increasing efficiency in problem-solving.
Service Desk Expert
General Electric Company
09.2018 - 09.2023
- Enhanced internal users satisfaction by resolving technical issues promptly and efficiently.
- Identified recurring issues and suggested long-term solutions, reducing future tickets and support calls.
- Engaged in user support interactions via chat and email.
- Managed high volume of incoming support requests, maintaining professionalism under pressure.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Attended to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Responded to internal user inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Provided trainings to new staff.
- Passionate about learning and committed to continual improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
Service Desk Analyst
CTC Global Sdn Bhd (E2 Power - OCBC Bank)
01.2015 - 08.2018
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Engaged in user support interactions via telephone, chat and email platforms.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems (DR Testing for banking).
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Addressed internal user concerns and decided when to escalate problems to specialist team members.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to user inquiries and provided technical assistance over phone and in person.
- Responded to customer inquiries and provided technical assistance over phone, chat and call in person.
- Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Provided after-hours support as needed to minimize business impact during downtime events.
Customer Service Representative
VADS Berhad
07.2012 - 12.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
Bachelor of Science - Wood Science Technology (Major BioComposit)
Universiti Putra Malaysia
Serdang, Malaysia 04.2001 -
Diploma Executive - Furniture Manufacturing And Design
Universiti Tun Hussein Onn
Batu Pahat, Johor, Malaysia 04.2001 -
Diploma - Wood Based Technology
Politeknik Sultan Salahuddin Abdul Aziz Shah
Shah Alam, Selangor, Malaysia 04.2001 -
High School Diploma -
Sekolah Menengah Sultan Ibrahim
Pasir Mas, Kelantan, Malaysia 04.2001 -
Skills
ITIL Knowledge
Network diagnostics
Hardware troubleshooting
Incident Management
Ticketing System Experience
Training and coaching
Escalation management
Network Troubleshooting
Remote Technical Support
Technical Support
Information Security
System Administration
Database Management
Problem-Solving
Microsoft Windows and Office
Problem-solving abilities
Technical issues analysis
Troubleshooting Network Issues
Multitasking Abilities
Application installations
Hardware and Software Repair
Technical Troubleshooting
Time management abilities
Adaptability and Flexibility
Active Listening
Team Collaboration
Effective Communication
Problem-solving aptitude
Hardware diagnostics
TCP/IP
Data Recovery
Hardware and Software Configuration & Upgrades
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised & trained team of 30 staff members.
- Achieved VP award by completing task with accuracy and efficiency.
Software
Service Now
Adobe Products & Licensing
SAP Concur
Field Glass
MobileIron
Windows OS
QMatic
Cisco AnyConnecy
ZScaler
Co-Pilot
Microsoft Authentitor
PingID Authentication
Certification
ITIL 4 Foundation (Cert No: GR671491227MA)
References
Mohd Nor Al Azzad Mahat (Al)
Manager, Customer & Product Support
GE Corporate
Mobile: 0192108972
Email: al.mahat@ge.com
Prashaant Gopalkrishnan
Manager, Customer & Product Support
GE Corporate
Mobile: 0196165175
Timeline
Service Desk Expert
Tech Mahindra
10.2023 - Current
ITIL 4 Foundation (Cert No: GR671491227MA)
03-2023
Service Desk Expert
General Electric Company
09.2018 - 09.2023
Service Desk Analyst
CTC Global Sdn Bhd (E2 Power - OCBC Bank)
01.2015 - 08.2018
Customer Service Representative
VADS Berhad
07.2012 - 12.2014
Bachelor of Science - Wood Science Technology (Major BioComposit)
Universiti Putra Malaysia
04.2001 -
Diploma Executive - Furniture Manufacturing And Design
Universiti Tun Hussein Onn
04.2001 -
Diploma - Wood Based Technology
Politeknik Sultan Salahuddin Abdul Aziz Shah
04.2001 -
High School Diploma -
Sekolah Menengah Sultan Ibrahim
04.2001 -