Mohammed Rahman
  • Hyderabad Area, India,
  • India
Member Since: 2007/10/13
Tech Certifications:
Guru

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Total points232,179
Questions: 3
Solutions: 185
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Professional Background
Client Services Manager
AT&T Global Services
November 2011
Remotely monitor/maintain clients infrastructure (network, hosting and applications) at AT&T Data Centers.
Senior Support Representative II
Unisys Global Services India
April 2010 – April 2011
Active directory 03/08 - User Management, Exchange 2007 User Management, Seibel account management and other Client specific accounts management.

•      Worked as AD/Exchange User Admin, action tickets from clients.
•      Create, Modify user AD accounts, SEIBEL accounts and Exchange accounts.
•      Grant/Restrict permissions to user accounts, provide/remove shared drives access, add logon script to users accounts, grant “send as” option to users mailbox, email forwarding, modify mailbox size. Grant shared mailbox access to users, create exchange shared resources. Create folders on file servers and provide access to users upon request.
•      Handling escalations, minimizing errors and provide troubleshooting methods.
•      Setup security policies for users.

•      Handle inbound calls from United States, Europe and Asia.
•      Provided Lotus Notes to Outlook Migration support and assist users with all how to questions (for Outlook)                                                    
(Signature Setup, Rules Creation, PST creation and mapping, Profile setup, Spell checks, Achieving, Calendar Delegation, Changing fonts, lay out, custom sorting and all possible other how to questions.)
•      Initiate communication between the Client and the Resolver and be a point of contact for a given issue from the time it has been addressed until it is closed as resolved.
•      Prioritizing an incident by taking into account both the urgency of the incident (how quickly the business needs a resolution) and the level of impact it is causing.
•      Confirming the full impact of the incident from the client, including the number - range of users affected and notify respective resolvers appropriately.
•      Call resolvers and alert them about the severity of the issue and advise them to pick the ticket on priority basis (based on the issue severity)
•      Conference calls between the client and the resolvers for issue clarification, if additional info required.
Technical Support Analyst
Dell Services
December 2008 – December 2010
•      Worked as tech support analyst, handling inbound calls to resolve technical issues. (DELL)
•      Worked with Dell Solution Station department troubleshoot almost all the technical issues that customers call in for. (Windows Family)
•      Troubleshooting Windows Startup and Shutdown failures (BSODs).
•      Troubleshoot all issues related to Outlook Express, Windows Mail, Windows Live Mail, Outlook 2003 and 2007.
•      Troubleshoot Internet Explorer, Mozilla Firefox, Safari, Chrome and other browsers.
•      Troubleshoot Wired and Wireless, Home Networking, Ad-Hoc and Infrastructure, file and printer sharing, Remote desktops, wireless printers.
•      Troubleshoot printers (DELL and Non DELL)
•      Fix issues related to iTunes, Blackberry, PDAs and various other 3rd party applications.
•      Assist in data backups, complete PC image backup and restore, windows parallel installations, data recovery.
•      Charge customers a decent fee and resolve almost all sorts of technical issues (Software) by searching forums, blogs and looking at other technical resources.
Desktop Engineer
Acquire Infotech
May 2007 – May 2008
•      Install Operating System on the office systems, troubleshoot Internet connectivity issues, troubleshoot printer issues and assist employees over remote desktop to resolve technical issues.
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Education
VIF College of Engineering and Technology
Bachelor of Technology (B.Tech.)
Electrical and Electronics Engineering
2003 – 2007
Fr. Roch Memorial High School
Secondary School Certificate
2000 – 2001
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Full Biography

Remotely monitor/maintain clients infrastructure (network, hosting and applications) at AT&T Data Centers.

Languages
English
Limited Working Proficiency

Level Progress

Current: Level 10
Mohammed needs 9,821 points to level up.
LVL 11
  • Overall
    10
  • Outlook
    6
  • Windows 7
    5
  • Microsoft Legacy OS
    3
  • Exchange
    3
  • Windows OS
    3
  • Microsoft Office
    2
  • Components
    2
  • VMware
    2
  • Hardware
    2
  • Routers
    2
  • Windows Networking
    2
  • PC
    2
  • Email Clients
    2
  • Wireless Networking
    2
  • Laptops Notebooks
    2
  • Dell
    2
  • Networking
    2
  • Microsoft Applications
    1
  • Switches / Hubs
    1
  • Windows XP
    1
  • Microsoft Excel
    1
  • Microsoft Hardware
    1
  • Storage Software
    1
  • Storage
    1
  • Windows 8
    1
  • Windows Server 2003
    1
  • Windows Server 2008
    1
  • Network Management
    1
  • Desktops
    1
  • Displays / Monitors
    1
  • Network Architecture
    1
  • Virtualization
    1
  • Wireless Hardware
    1
  • Windows Vista
    1
  • QuickBooks
    1
  • RAID
    1
  • Software-Other
    1
  • Networking Hardware-Other
    1
  • Office / Productivity
    1
  • TCP/IP
    1
  • DNS
    1
  • Network Operations
    1
  • Disaster Recovery
    1
  • Active Directory
    1
  • Cell Phones
    1
  • Email Software
    1
  • Server Hardware
    1
  • MultiMedia Applications
    1
  • Anti-Virus Apps
    1
  • Email Servers
    1
  • Printers and Scanners
    1
  • Unix OS
    1
  • Android
    1
  • Assembly
    1
  • IP Telephony
    1
  • IT Administration
    1
  • Java
    1
  • Microsoft Word
    1
  • Office Suites-Other
    1
  • Peripherals
    1
  • Storage Hardware
    1
  • Visual Basic.NET
    1
  • Voice Over IP
    1

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