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Mohd Akram

Help Desk Senior Associate @ NTT DATA Services

Noida

6+ years of work experience

NTT DATA Services
Mar 20251 yr 4 mosPresent

Noida, Uttar Pradesh, India

NTT DATA Services
Sep 20223 yrs 10 mosPresent

Customer Support (L1): Served as the first point of contact for 10,000+ customers, delivering technical assistance via phone and email with remote troubleshooting. Multi-Platform Expertise: Provided support across Windows and MAC(JAMF). IT Troubleshooting: Resolved issues related to hardware, software, networks, peripherals, VPNs, and COTS applications. Directory & Security Management: Created and managed customer directory structures, security rights, and printer configurations. Problem Analysis: Assessed customer-provided information to identify and implement solutions through step-by-step guidance. Documentation: Recorded and documented technical issues and service requests, escalating complex issues as needed. Ticket Management: Leveraged the ServiceNow platform to track and manage technical inquiries. Commitment to Excellence: Delivered thorough and effective support while demonstrating expertise in operating systems and ticketing systems.
NTT DATA Services
Sep 20222 yrs 7 mosMar 2025

Banglore, Karnataka

Responsibilities:- *Serve as the first point of contact for customers seeking technical assistance over the phone or email *Perform remote troubleshooting through diagnostic techniques and pertinent questions *Determine the best solution based on the issue and details provided by customers *Walk the customer through the problem-solving process *Direct unresolved issues to the next level of support personnel work scope:- *Recorded technical issues and requests. Diagnosed and resolved problems. Escalated issues as appropriate. *Troubleshot IT related issues (hardware, software, network, peripherals, VPN) for VA healthcare professionals nationwide. *Proficient in working with Windows and Linux operating systems. Experienced using the Service Now ticket management system. Awards:- Top Stack achiever- Project - Thermo fisher FY22-Quarter 4
NTT DATA
Mar 20251 yr 4 mosPresent

On-site

ARDEM Incorporated
Mar 20202 yrs 7 mosSep 2022

Lucknow, Uttar Pradesh, India

Handled core network administration/window administration related escalation, troubleshooting, hardware and software escalation , provided support to remote users with AWS cloud services
ARDEM Incorporated
Mar 20202 yrs 7 mosSep 2022

Technical Support: Delivered end-user support for hardware, software, and network issues, ensuring minimal downtime and efficient ticket resolution. AWS Cloud Architecture: Designed and implemented AWS infrastructure for development and testing environments, reducing costs by 60%. System Administration: Managed Active Directory, DHCP, DNS, Group Policies, File Servers, Backup Servers, and Print Servers to optimize system performance. VPN & User Management: Administered VPNs, reset passwords, unlocked accounts, and created Organizational Units (OUs). IT Asset Management: Coordinated and maintained over 200 IT assets across multiple locations, ensuring seamless operations. Network Configuration: Designed, configured, and tested network systems, including software and hardware setups for optimal performance. Security Protocols: Implemented antivirus programs, and backup solutions, enhancing system security and data recovery processes. Documentation: Developed Standard Operating Procedures (SOPs) and technical documentation for streamlined internal operations. Project Management: Led the migration of 350+ AWS instances to a new data centre, collaborating with cross-functional teams for secure deployments. Technical Proficiency: Skilled in AWS (S3, EC2), virtual machines, help desk systems, and IT security tools, supporting global user bases.
ARDEM Incorporated
Feb 20202 mosMar 2020

Lucknow Area, India

Education

Integral University, Lucknow, Uttar Pradesh

Master of Computer Applications - MCA, Computer Science

Integral University, Lucknow, Uttar Pradesh

20173 yrs2020
Integral University, Lucknow, Uttar Pradesh

Master of Computer Applications - MCA, Computer Science

Integral University, Lucknow, Uttar Pradesh

20173 yrs2020

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Headline

Help Desk Senior Associate @ NTT DATA Services

About

NTT DATA Services collaborates to deliver efficient IT support for VA healthcare professionals across the nation. As a Help Desk Associate, the role focuses on diagnosing and resolving technical issues, including hardware, software, and network challenges, while ensuring uninterrupted operations. Proficiency in Windows, Linux, and cloud-based systems enhances the delivery of tailored solutions. Backed by a Master's in Computer Applications from Integral University and a CCNA certification, contributions emphasize strategic troubleshooting, informed by a strong foundation in computer science. The team values clear communication and problem-solving, ensuring reliable technical support to meet organizational goals.

Location

Noida

Work experience

Help Desk Senior Associate at NTT DATA Services, Mar 2025 - Present · 1 yr 4 mos, Noida, Uttar Pradesh, India

Help Desk Associate at NTT DATA Services, Sep 2022 - Present · 3 yrs 10 mos, Customer Support (L1): Served as the first point of contact for 10,000+ customers, delivering technical assistance via phone and email with remote troubleshooting. Multi-Platform Expertise: Provided support across Windows and MAC(JAMF). IT Troubleshooting: Resolved issues related to hardware, software, networks, peripherals, VPNs, and COTS applications. Directory & Security Management: Created and managed customer directory structures, security rights, and printer configurations. Problem Analysis: Assessed customer-provided information to identify and implement solutions through step-by-step guidance. Documentation: Recorded and documented technical issues and service requests, escalating complex issues as needed. Ticket Management: Leveraged the ServiceNow platform to track and manage technical inquiries. Commitment to Excellence: Delivered thorough and effective support while demonstrating expertise in operating systems and ticketing systems.

Help Desk Associate at NTT DATA Services, Sep 2022 - Mar 2025 · 2 yrs 7 mos, Banglore, Karnataka, Responsibilities:- *Serve as the first point of contact for customers seeking technical assistance over the phone or email *Perform remote troubleshooting through diagnostic techniques and pertinent questions *Determine the best solution based on the issue and details provided by customers *Walk the customer through the problem-solving process *Direct unresolved issues to the next level of support personnel work scope:- *Recorded technical issues and requests. Diagnosed and resolved problems. Escalated issues as appropriate. *Troubleshot IT related issues (hardware, software, network, peripherals, VPN) for VA healthcare professionals nationwide. *Proficient in working with Windows and Linux operating systems. Experienced using the Service Now ticket management system. Awards:- Top Stack achiever- Project - Thermo fisher FY22-Quarter 4

Helpdesk senior associate at NTT DATA, Mar 2025 - Present · 1 yr 4 mos, On-site

Sr. IT Support Executive at ARDEM Incorporated, Mar 2020 - Sep 2022 · 2 yrs 7 mos, Lucknow, Uttar Pradesh, India, Handled core network administration/window administration related escalation, troubleshooting, hardware and software escalation , provided support to remote users with AWS cloud services

Information Technology Executive at ARDEM Incorporated, Mar 2020 - Sep 2022 · 2 yrs 7 mos, Technical Support: Delivered end-user support for hardware, software, and network issues, ensuring minimal downtime and efficient ticket resolution. AWS Cloud Architecture: Designed and implemented AWS infrastructure for development and testing environments, reducing costs by 60%. System Administration: Managed Active Directory, DHCP, DNS, Group Policies, File Servers, Backup Servers, and Print Servers to optimize system performance. VPN & User Management: Administered VPNs, reset passwords, unlocked accounts, and created Organizational Units (OUs). IT Asset Management: Coordinated and maintained over 200 IT assets across multiple locations, ensuring seamless operations. Network Configuration: Designed, configured, and tested network systems, including software and hardware setups for optimal performance. Security Protocols: Implemented antivirus programs, and backup solutions, enhancing system security and data recovery processes. Documentation: Developed Standard Operating Procedures (SOPs) and technical documentation for streamlined internal operations. Project Management: Led the migration of 350+ AWS instances to a new data centre, collaborating with cross-functional teams for secure deployments. Technical Proficiency: Skilled in AWS (S3, EC2), virtual machines, help desk systems, and IT security tools, supporting global user bases.

Data Analyst at ARDEM Incorporated, Feb 2020 - Mar 2020 · 2 mos, Lucknow Area, India

Education

Master of Computer Applications - MCA, Computer Science, Integral University, Lucknow, Uttar Pradesh

Master of Computer Applications - MCA, Computer Science, Integral University, Lucknow, Uttar Pradesh