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RESUME
PersonalDetails
Mohd. Monis Khan Father’s Name Mr. Shakeel Ahmad
Gender Male
Date of Birth 03/07/1987
Religion Islam
Nationality Indian
Marital Status Single
Languages known English,Urdu & Hindi &
Arabic
F-23Shaheen Bagh
Jamia Nagar,Okhla
New Delhi 110025, India
lucknowmonis@yahoo.com
+91 8376979872;+91 9971729272
OBJECTIVE
Seeking a position within an organisation, where professional experiences, education and abilities stand
as an advantage for personal growth.
PROFESSIONAL EXPERIENCE
Organisation : Awadh Gardens
Location : India ( Lucknow )
Position : Assistant Manager (I.T Support)
Duration : 01-05-2015 to 10 February
Responsibilities
Manage information technology and computer systems
Plan, organise, control and evaluate IT and electronic data operations
Design, develop, implement and coordinate systems, policies and procedures
Ensure security of data, network access and backup systems
Act in alignment with user needs and system functionality to contribute to organizational policy
Manage staff by recruiting, training and coaching employees, communicating job expectations and
appraising their performance
Identify problematic areas and implement strategic solutions in time
Audit systems and assess their outcomes
Preserve assets, information security and control structures
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Handle annual budget and ensure cost effectiveness
Desktop/Laptop/Server/Router/Switch on-site and phone support and Wi-Fi
Printer/Fax support.
Backup system support.
Updating current infrastructure.
Deploying new equipment.
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When
unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a
reasonable timeframe.
Provide initial assessment of urgency and business impact on all support calls.
Manage service requests, software installations, new computer setups, upgrades, etc.
Record incident resolutions in the Help Desk tool.
Provide enhancement request feed back to IT regarding technology environment and customer needs
through the defined processes.
Support the following technologies: Microsoft Office 2003,07,10,13 products – Outlook, Word, Excel,
Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC’s, basic
LAN/WAN connectivity and others as assigned.
Monitor daily backups.
PROFESSIONAL EXPERIENCE
Organisation : Ameritech BPO. (Idea cellular Ltd.)
Location : India ( Lucknow )
Position : Associate Eng. (Network Quality)
Duration : 21-03-2014 to 31-04-2015
Responsibilities
TSG: Appointed as SPOC for 2G & 3G & ICR Complaint resolution for IDEA UP-EAST, Maintaining Services
in Large Account Corporate and responsible for the Service for Large Account (Corporate).
One point contact for resolution of issues in entire circle (UP-E) .Handling of customer’s complaints
related with technical issues.
My key responsibilities include resolving all Data Services/ Blackberry related issues for all over UPE.
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Looking after the Backend as well as the front end of the VAS helpdesk. In the backend looking
after the Workflow of the request logged by the Inbound, Outbound call centers & the other touch
points in front-end
Looking after the escalations of the issues, and responsible for maintaining the SLA.
Hands on testing of the GPRS/MMS/Coverage and Switch related issues. First Time Right resolution to
Customer’s Problem with closure and reverts as per agreed SLA. The purpose is to ensure quick & quality
resolution for customer requests & complaints & do a root cause elimination of the problem.
To resolve all pre-paid and postpaid Coverage, connectivity and Data Services related issues.
To analyze complaints and provide feedbacks to relevant functions.
To replicate and share best practices leading to quality and prompt resolutions to the customers
MIS: Maintaining MIS report, NetworkReport, Circle wise comparison Data, TRAI Audit reports, Traffic
Reports on Daily/Monthly basis.
HANDLING SOFTWARE: Handling software like Crystal (CRM), I-care, Prism, etc.
PROFESSIONAL EXPERIENCE
Organisation : 3i InfoTech Consultancy Services ltd.(Idea cellular Ltd.)
Location : India ( Lucknow )
Position : Desktop Support Engineer
Duration : 05-09-2012 to 15-03-2014
Responsibilities
Desktop/Laptop/Server/Router/Switch on-site and phone support and Wi-Fi
Printer/Fax support.
Backup system support.
Updating current infrastructure.
Deploying new equipment.
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When
unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a
reasonable timeframe.
Provide initial assessment of urgency and business impact on all support calls.
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Manage service requests, software installations, new computer setups, upgrades, etc.
Record incident resolutions in the Help Desk tool.
Provide enhancement request feedback to IT regarding technology environment and customer needs
through the defined processes.
Support the following technologies: Microsoft Office 2003,07,10,13 products – Outlook, Word, Excel,
Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC’s, basic
LAN/WAN connectivity and others as assigned.
Monitor daily backups.
PROFESSIONAL EXPERIENCE
Exposure Training (01-10-2012 to 31.03.2013) with the IT team at Vivanta by Taj Hotel, Lucknow.
PROFESSIONAL EXPERIENCE
Organisation : ALISAY
Location : Kingdom of Saudi Arabia
Position : Desktop Support Engineer
Duration : 01-08-2009 to 31-08-2012
Responsibilities
Desktop/Laptop/Server/Router/Switch on-site and phone support and Wi-Fi
Printer/Fax support.
Backup system support.
Updating current infrastructure.
Deploying new equipment.
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When
unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a
reasonable timeframe.
Provide initial assessment of urgency and business impact on all support calls.
Manage service requests, software installations, new computer setups, upgrades, etc.
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Record incident resolutions in the Help Desk tool.
Provide enhancement request feedback to IT regarding technology environment and customer needs
through the defined processes.
Support the following technologies: Microsoft Office 2003,07 products – Outlook, Word, Excel, Access,
Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN
connectivity and others as assigned.
Monitor daily backups.
PROFESSIONAL EXPERIENCE
Organisation : AL SHADOWN
Location : KINGDOM OF SAUDI ARABIA
Position : OFFICE SECRETRY
Duration :10-06-2008 to 31-07-2009
Responsibilities
Provide personal administrative support to management and the company through conducting and
organizing administrative duties and activities including receiving and handling information.
Prepare and manage correspondence, reports and documents.
Organize and coordinate meetings, conferences, travel arrangements.
Take type and distribute minutes of meetings.
Implement and maintain office systems.
Maintain schedules and calendars.
Arrange and confirm appointments.
Organize internal and external events.
Handle incoming mail and other material.
Set up and maintain filing systems.
Set up work procedures.
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Collate information.
Maintain databases.
Communicate verbally and in writing to answer inquiries and provide information.
Liaison with internal and external contacts.
Coordinate the flow of information both internally and externally.
Operate office equipment.
EDUCATIONAL QUALIFICATION
Bachelor of Art (B.A) from University of Lucknow in 2016
Intermediate from Uttar Pradesh Board of High School & Intermediate Education in 2005
High School from Uttar Pradesh Board of High School & Intermediate Education in 2003
TECHNICAL QUALIFICATION & TRAINING
Diploma in Computer Application, from Indian Institute of Network.
Advanced Diploma in Computer Application, from Indian Institute of Network.
Oracle 11g DBA, from Jeddah Institute of Technology.
C++, from Race Academy.
P.C. Engineering, from CMS Institute.
CCNA, from CMS Institute.
Networking Technology (Leading to N+ Certification), from CMS Institute.
Microsoft Certified IT Professional Server Administrator, from CMS Institute.
MCTS Configuring Microsoft Windows Vista Client, from CMS Institute.
Exposure Training (of 6 months) with the IT team at Vivanta by Taj Hotel, Lucknow.
MCITP, PC/NETWORK SUPPORT ENGINEER
Security Disaster Recovery Group Policy
Active Directory Trouble Shooting
Network Administration Permission And Security Linux
File Management PC Rebuilds
VLAN
Router Configuration
PASSPORT DETAILS
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Number K 3430254
Place of Issue Lucknow
Date of Issue 11th July 2012
Date of Expiry 10th July 2022
DECLARATION
I, hereby declare that all information provided above by me is true to the best of my knowledge belief.
Mohd.MonisKhan