Mohammad Zeeshan Raza is an experienced IT service desk team leader with over 6 years in networking, currently working at Gulf International Bank since March 2014. He holds multiple professional certifications, including CCNA and CCNP, and has a Bachelor of Commerce degree from Kakatiya University. His expertise encompasses user support, network monitoring, troubleshooting, managing service requests, and team leadership, along with a solid background in technical support roles at organizations like Saudi Aramco and Nielsen.

1. MOHAMMAD ZEESHAN RAZA
Mobile: +966507592552
Email:md.zeeshanksa@hotmail.com
Career Objective
To secure a position as a IT service Desk in growing organization that will challenge my skills,
analytical and problem solving abilities. Excel in this progressive networking environment to the
fullest my potential having 6 years of experience in networking.
Professional Certification
• CCNA CERTIFIED - CSC011943430
• CCNP CERTIFIED - CSC011943430
• MICROSOFT CERTIFIED INFORMATION TECHNONOGY PROFESSIONAL
• ITIL CERTIFIED
• CERTIFIED SECURITY SYSTEM ENGINEER
Education Qualification
• Bachelor of Commerce (B.Com. - General) Passed out in 2014 fromDistance
university Kakatiya University, Warangal, Andhra Pradesh state,India.
Working in Gulf International Bank as IT Service Desk Team Leader from March 2014 Till Date.
MONITIRING: - Monitoring the bank network which are Marketing screens, Virtual
Greeter, AST, SST, ATM, video walls and IT Assets all over the kingdom using
TOTAL NETWORK MONITORING TOOL.
• Providing user support on Bank related Application CRM, QC, SMART LIGHT,
MIDAS, BASSIRA and EXIPILLS.
• Supporting Retail issue.
• Supporting Whole sale issues.
• Managing And Team and Vendors
• Team communication and support over the telephone and remount.
• Following up with vendor and contractor regarding the retail issues.
• Installation and trouble shooting of Windows XP/Vista/7
• Creating and Managing User Accounts, Computer Accounts, Local Groups

2. Defining group policies
• Install, configure and maintain various software packages
• Solving DNS, DHCP and network related Applications issues.
• Desktop/Laptop on-site and phone support
• 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 support
engineer escalation processes.
• Maintain overall ownership of users issue & service ensuring that they receive resolution
within a reasonable timeframe.
• Provide initial assessment of urgency and business impact on all support calls.
• Assists in the development and implementation of quality improvement programs for
assigned department.
• Accountable for meeting systems infrastructure or operational Service Level Agreements
established by Gulf international Bank.
• Manage multiple high priority initiatives in a fast paced highly technical environment.
Worked as Technical support Engineer in Saudi Aramco Project from July 2013 to February 2014.
Job Responsibilities:
Technical Support Engineer:
• Installation and trouble shooting of Windows XP/Vista/7
• Creating and Managing User Accounts, Computer Accounts, Local Groups
Defining group policies
• Install, configure and maintain various software packages
• Solving DNS, DHCP and network related Applications issues.
• Desktop/Laptop on-site and phone support
• Printer/Fax support Backup system support updating current infrastructure.

3. • 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 users 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 feedback to IT regarding technology environment and
customer needs through the defined processes.
• Communicating well with internal and external contacts.
• OS Hardware Trouble shooting knowledge on Desktops, Laptops, Peripherals like
printers, scanners etc.
• Installation of Servers Good knowledge on Networking devices like Routers/Switches,
Worked as a IT Technical support supervisor in worldwide Nielsen Company from 2010 Till
2013
Job Responsibilities:
• Provide technical assistance and support for incoming queries and issues related to
computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Write training manuals.
• Train computer users.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.

4. • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks
(WAN), and other systems.
• Install computer peripherals for users.
• HHT (Hand Held Terminal for retail audit) troubleshooting, data management, data
processing etc.
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide
Area Network, Local Area Network and Telephony functions.
• Monitors problem management database and follows up with assigned personnel to
ensure timely resolution of problems.
• Maintains a central source of information enabling Help Desk staff and support
technicians to recover outages with minimal disruption to expected service levels.
• Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting
aids are completed and continually modified to meet the needs of the department.
• Ensure that decisions made to improve the overall customer support of the Help Desk are
continually carried out.
Handling the Team for the process of installing the FTP servers and configuration of
the GPS and HHT devices in the GCC countries.
• Wenton Businesstransitionforaperiodof ONEMONTH to EGYPT
• Multiple Businesstransitionto BAHRAIN
• Wenton Businesstransitionforaperiodof TWO MONTH to INDIA
• Wenton Businesstransitionforaperiodof One MONTH to Australia
IT SKILLS:
• Operating Systems : Win-XP, Win-7,vista,Win-server 2003,2008,2010,2012,
Declaration:
I hereby declare that the information furnished above is true to the best of my knowledge.
Place: Riyadh Saudi Arabia,
Date: 15/05/2016 Mohammed Zeeshan
Raza
Mobile 00966507592552