The document is a resume for Mohd. Monis Khan. It outlines his personal details, objective, professional experience working in IT support roles for various organizations in India and Saudi Arabia from 2008-present, education including a BA from Lucknow University in 2016, and technical qualifications including certifications in networking, Windows administration, and Oracle databases. His experience includes desktop support, network administration, and customer support roles.

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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
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