Mohammed Azeemuddin

IT Engineer with 15+ years of experience in the field of computer hardware, networking, planning, designing, and implementation of network technologies. Background includes hands-on experience with multi-platform server operating systems, security firewalls, MSA 2040 SAN, NAS storage servers and LAN/WAN environments. Excellent analytical person with effective communication, team player and interpersonal skills. skilled supervisory and managerial level professional.

Smart Computers & IT Solution, Bangaluru                                                                 Jan 2023-Aug 2023

Technical Support Engineer

Role & Responsibilities

•             Managed the IT Projects for the opening of Retail Outlets: Cake Corner Factory, Novodaya Medical & 

             Engineering college, Mahindra Cars Showroom.

•           Familiar with SonicWALL, Barracuda, Cyberoam UTM configuration (DHCP, DNS, IP mapping, firewall, antivirus & antispam, contents filtering, port & proxy blocking, bandwidth management, AD Integration).

•           Installation of Windows Server 2K3/2K8/2k12/2K16/2K19 including service AD, DHCP, DNS, FTP and DC.

•           Installing, configuring & troubleshooting of Windows Client & Server OS like Client –XP/Vista/Win 7/ Win 8/Win 10 and Server - 2003/2008/2012/2016/2019.

•           Maintaining user accounts in Active Directory by adding/deleting users, assigning appropriate rights and 

            privileges.             

•           Manage Users, Groups and Organizational Units and configure the Group polices.

•           Installation, Configuration, troubleshooting of Desktop PC, Corporate Laptops, UPS, Email/Outlooks, Microsoft Office 365, Windows Registry and Network printers.

•           Implementation of WDS (Windows deployment services) in Windows Server 2008/2012/2016.

•           Handled Antivirus: Symantec End Point Protection, Bit Defender, McAfee, Eset Antivirus, Sophos and Trend Micro end user installation and configuration.

•           Installation of various RAID levels like RAID 0, RAID 1and RAID 5 etc.

•           Asset Management - responsible for managing and tracking all IT Assets. 

•           Monitors system resources including CPU usage, disk usage, and event viewer for OS errors.

•           Backup: Barracuda, Symantec Backup Exe 2016 & Recovery, Windows Server Backup etc.

HEWLETT PACKARD INC, Bengaluru                                                                                       Jan 2021–Dec-2022

IN-Customer Service Representative cum Quality Program Analyst 

• Maintaining a positive, empathetic, and professional attitude towards customers at all times.
• Responding promptly to customer inquiries.
• Ensure customer satisfaction and provide professional customer support.
• Providing feedback on the efficiency of the customer service process.
• Communicating and coordinating with colleagues as necessary.
• Keeping records of customer interactions, transactions, comments and complaints.
• Processing orders, forms, applications and requests.
• Knowing our products inside and out so that answer questions.
• Acknowledging and resolving customer complaints.
• Communicating with customers through various channels.
• Managing a team of junior customer service representatives.                   
• Data Analyst with 2 years of experience in interpreting and analysing data for providing solutions for product quality driving issues.
• Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy.
• Strong knowledge of and experience with reporting & data visualization tool like Excel, Power BI.
• Experience in working alongside teams within the business or the management team to establish business needs.
• A strong team leader with excellent analytical, communication, problem solving and interpersonal skills
• Primary charter is to drive dramatic improvement in product quality by empowering our engineering resources and R&D to drive quality at all points of the products development and life cycle. 
• Provide the data analysis needed for early identification of product issues to support the early warning programs like First Product look Analysis, Data Snaps, Top call, and parts generators. Also responsible for providing data analysis support for other emerging issues and to support service cost reduction and customer satisfaction programs like No Trouble Found, re-service, restore solutions, etc.
• Provide data analysis and reporting for the Early Warnings of product quality issues the identification of emerging issues, issue characterization and replication and solution testing to the members of Worldwide (AMS, EMEA, APJ) Field Product Quality team, the GBU and contact center operations which helps in Product Quality improvement.
• Work on projects like NTF/AIR (Annual Intervention Rate) reductions to analyze and determine appropriate action and provide recommendations. 
• Download cases from CDAX tool in a timely fashion and analyze those cases and prepare weekly / daily reports 

and present it to GBU which helps in having an insight of the performance of the product in field.

• Participate in scheduled and ad-hoc meetings as agreed upon by Field Product Quality Management 
• Analyzing Customer Induced Damage issues and providing feedback to the call center agents to approve the service 

under Accidental damage warranty to commercial systems.

• Work on ADHOC projects and deep dive requests like (Re-Service, NMU, NFF) to identify the root cause of the issue.
• Analyzing data and present data through reports that aid decision-making.
• Convert business requirements into technical specifications and decide timeline to accomplish.
• Create relationships between data and develop tabular and other multidimensional data models.
• Chart creation and data documentation explaining algorithms, parameters, models, and relations.
• Create Personal System Customer support quality (PS CS Quality) Incident Report.
• Physical validation for any damages with photos.
• Physical validation for any port damages with photos (wherever applicable)
• Validate the CT # on AC Adapter & other accessories (wherever applicable)
• Record the video from 1st Power On for issue evidence.
• Document all the findings in detail summary with steps & equipment used.
• On 1st Power On capture full IDR log (wherever applicable
• Collect as much as possible images, videos & logs.
• Review the outcome with Quality Program Manager (QPM) with summary & capture the comments.

Smart Computers & IT Solution, Bangaluru                                                                   July 2018-Dec 2020

Technical Support Engineer

Role & Responsibilities

•           Managed the IT Projects for the opening of Retail Outlets: cake corner Factory, Novodaya Medical & 

             Engineering college, Mahindra Cars Showroom.

•           Familiar with SonicWALL, Barracuda, Cyberoam UTM configuration (DHCP, DNS, IP mapping, firewall, antivirus & antispam, contents filtering, port & proxy blocking, bandwidth management, AD Integration).

•           Installation of Windows Server 2K3/2K8/2k12/2K16/2K19 including service AD, DHCP, DNS, FTP and DC.

•           Installing, configuring & troubleshooting of Windows Client & Server OS like Client –XP/Vista/Win 7/ Win 8/Win 10 and Server - 2003/2008/2012/2016/2019.

•           Maintaining user accounts in Active Directory by adding/deleting users, assigning appropriate rights and 

             privileges.

•           Manage Users, Groups and Organizational Units and configure the Group polices.

•           Installation, Configuration, troubleshooting of Desktop PC, Corporate Laptops, UPS, Email/Outlooks, Microsoft Office 365, Windows Registry and Network printers.

•           Implementation of WDS (Windows deployment services) in Windows Server 2008/2012/2016.

•           Handled Antivirus: Symantec End Point Protection, Bit Defender, McAfee, Eset Antivirus, Sophos and Trend Micro end user installation and configuration.

•           Installation of various RAID levels like RAID 0, RAID 1and RAID 5 etc.

•           Asset Management - responsible for managing and tracking all IT Assets. 

•           Monitors system resources including CPU usage, disk usage, and event viewer for OS errors.

•           Backup: Barracuda, Symantec Backup Exe 2016 & Recovery, Windows Server Backup etc.

Pharmalink Drug Store        (Abu Dhabi, UAE)                                                            June 2015-March 2018

Team Leader - IT

Role & Responsibilities,

•           Providing complete Hardware, Software, networking, support to all the HQ, users, Store users and all the Pharmacies situated in various locations of UAE onsite remotely as and when required to ensure the 100 % availability of the resources and connectivity.

•           Managing and overseeing Medical Representatives and Sales team calls and Answer/Educate the Med Reps/ sales team on issues related to laptop, iPad, emails, functionality to integration, technical issues and will work closely, elevate, and resolve technical issues.

•           Creating Users, providing internet security. internet bandwidth management, website access & usage reports, rules, and groups in Cyberoam 300ing, also configuring point to point VPN, L2TP internet protocol security (IPSEC) etc.

•           Managing the Cisco Unified Computing System(UCS) Manager, single point-device management for UCS.

•           Managing HP MSA 2040 SAN Storage management utility.

•           Installation and configuration of Windows 2012 R2, active directory configuration, DHCP, DNS, IIS, FTP, RAS, terminal servers and creation of users, groups depending upon the requirement including domain level group policies. Downloading, installing, and monitoring windows updates regularly in the servers and the clients. Backup of system files, backup of data and restoration.

•           Installation and Configuration of ESET End Point Security antivirus enterprise server edition, maintaining, 

managing, and monitoring antivirus server console every day. Updating server antivirus and updating all the user clients daily, removing viruses and threats, also remote installation of antivirus at the remote client-side.

•            Installation and Configuration of Sophos Server Advance protection in all the 14 servers and managing, 

monitoring the Sophos Advance protection from Sophos central.

•           A Centralized SAN Storage fileserver, Responsible for the data storage for the entire organization, creating users, groups, providing sharing and security and offline backup on a scheduled basis.

•           Installation and configuration of MS Exchange Server 2013, administering, maintaining and managing the 

storage groups, stores (both mailbox store and the public store), creating and managing the user's mailboxes, installing and managing the MS office outlook, Outlook Express, thunderbird mail, webmail, backup of emails and restoration.

•           Installation and configuration of the Document management system (DMS) creating OU and assign 

permission to the users and groups.
*           Providing training to the users on how to use and scan documents and upload the same in DMS application.
•           Responsible for taking a full backup and incremental backup daily and weekly basis with the help of VERITAS 

backup exec 16.0.

Crystal Gallery LLC   (Dubai, UAE)                                                                              March 2005-June 2015

System Administrator

Role & Responsibilities

• Ensure online data availability to members all the time and Adhere to the system-based work culture.  Maintain high uptime of IT infrastructure. 
• Managing, updating IT assets and licenses of all the software’s, maintaining and managing IT Stock, purchases of IT material from the suppliers and distributor depending upon the requirement.
• Skilled in designing IT infrastructure and implementing technology to support large user groups at corporate headquarters as well as multiple remote locations.
• Providing complete Hardware, Software, networking, support to all the HQ, users, Factory users and to all the Show Rooms situated in different locations of UAE onsite remotely as and when required to ensure the 100 % availability of the resources and connectivity. 
• Managing and controlling over all operation through, Sonic Wall firewall, Sonic wall VPN, Barracuda Spam Firewall, Cisco Routers, ADSL Wired and Wireless Routers in HQ and show rooms situated at different locations in UAE.
• Creating Users, providing internet security, internet band width management, website access & usage reports, rules and groups in sonic wall Firewall.
• Installation and configuration of Windows 2008 2003/2000/Win NT servers, active directory configuration, DHCP, DNS, IIS, FTP, RAS and creation of users, groups depending upon the requirement including domain level group policies. Downloading, installing and monitoring windows updates regularly in the servers and in the client's. Backup of system files, backup of data and restoration.
• Installation and configuration of MS Exchange Server 2003, administering, maintaining and managing the storage groups, stores (both mailbox store and the public store), creating and managing the users mail boxes, installing and managing the MS office outlook, Outlook Express, thunder bird mail, web mail, backup of emails and restoration.
• Installation and configuration of different server s like IBM, Dell, and HP, Raid management depending upon the size of the company, maintaining & managing different switches like Dlink, 3com, Cisco Routers, Linksys wired and wireless Routers.
• A Centralized NAS Storage fileserver, Responsible for the data storage for the entire organization, creating users, groups, providing sharing and security and offline backup on schedule basis.
• Maintenance and troubleshooting of WAN / LAN Network connectivity, CAT 5 Cabling, providing on-site support to the end users.
• Installation and Configuration of Trend Micro antivirus enterprise server edition, maintaining, managing and monitoring antivirus server console every day. Updating server antivirus and updating all the user clients on daily basis, removing viruses and threats, also remote installation of antivirus at the Remote client side.
• Installation and configuration of SQL server 7.0, Creation of users, backup and permissions.