Mohd Muffasil

Managed server infrastructure. Implemented security policies. Oversaw network administration. Managed user accounts and permissions. Maintained system backups and disaster recovery. Monitored system performance. Deployed software and updates. Configured and maintained hardware. Managed virtualization environments. Ensured compliance with IT policies and procedures. Managed new hire onboarding. Handled employee termination. Managed IT asset inventory and software licenses.

Provided dedicated comprehensive technical assistance to Verizon B2B clients. Managed Active Directory accounts including enabling/disabling, security groups, access, and licenses. Troubleshot technical errors and resolved frontline technical issues. Prioritized tickets and ensured adherence to Service Level Agreements (SLAs). Maintained professional communication with clients via calls and texts. Managed ticket routing to appropriate support tiers. Responded to and mitigated major incidents. Resolved hardware-related issues. Managed devices through Intune Admin Center. Administered distribution lists and shared mailboxes. Provided troubleshooting for Outlook and Teams applications. Monitored queues to ensure timely issue resolution.

Provided customer technical support for Hewlett-Packard (HP) clients, addressing global B2C queries with expertise. Recognized as a top performer, earning the best performer award while acting as a frontline Ambassador for HP. Efficiently created and categorized support tickets, ensuring rapid triage and resolution for diverse technical issues. Successfully resolved complex technical problems for HP clients, enhancing user experience and productivity. Handled customer interactions across voice, messages, and emails, consistently maintaining high satisfaction levels. Effectively routed critical tickets to appropriate resolver groups, ensuring timely and effective problem resolution. Provided comprehensive user education and guidance, reducing recurring support inquiries. Managed secure account creation, modification, and password resets.