Mohammed Salman +917795245187

mssalman5@gmail.com
 No. 10, Hall Road Extn
Sagayapuram, Bangalore – 560005

Objective
Looking for a challenging role in a reputable organization to utilize my technical and
management skills for the growth of the organization as well as to enhance my knowledge
about new and emerging trends in the IT sector

Professional Qualification:

Microland Pvt Ltd, Bangalore

Designation: Senior Analyst, June 2017- June 2022

Roles and Responsibilities

• Manage support requests that can come through a range of networks, such as email, chat, and
telephone supporting customers about the features and capabilities of our application.
• Provided functional and technical support, troubleshooting, and diagnosing hardware and
software problems
• Installing and configuring computer hardware, software, systems, networks, printers and scanners
• Monitoring and maintaining computer systems and networks
• Accelerate customer support requests to higher-level IT support specialists
• Maintain comprehensive records of issues relating to both software and hardware.
• Performing system tests and update
• Creating knowledge articles in service now to improve process knowledge.
• Provide encouragement to team members, including communicating team goals and identifying
areas for new training or skill checks
• Conduct team meetings to update members on best practices and continuing expectations
• Responsible for overseeing all activities within a team
• Ensure all incidents and service requests are completed within agreed SLA targets.
• Identify any areas of difficulty or areas for improvement providing quality service to the customer
• Managing the day-to-day operations of the iManage application
• Supporting users and providing advice and guidance to ensure the most effective utilization
• Build and maintain relationships within teams to promote IT Training, ensuring knowledge and
awareness and business challenges through workshops
• Producing and maintaining various IT training manuals and any other sources of information, to be
able to provide effective and up to date training.
• Acting as a key communicator between the L&D, IT department and branch managers to ensure
correct system updates are carried out and the business subsequently updated.
• Deliver refresher, intermediate and advanced system training for existing staff as required.
Achievements: Achieved all KRA's in Microland and Seconded to Client office in London as
Systems Analyst for one year

Unisys Pvt Ltd, Bangalore.

Designation: Senior Technical Associate (SSR2), Dec 2015 – June 2017

Roles and Responsibilities

• Provide technical resolution related to IT infrastructure applications and machines.

• Evaluate and analyze with symptom-based resolution.
• Work on Active Directory to create Mobility account for the user.
• Resolving issues pertaining to Microsoft Lync, Active Sync, Mobile VPN & Utime.
• Configuring & fixing critical issues related to Intune.
• Mentoring new joiners.
• Guided in Setting up & fixing issues related One Drive.
• Handles on experience with the Remote assistance tools.
• Skilled on Symantec Antivirus which includes updating policy, running critical updates & removal
of virus infection.
• Identifying issues related to IT Infrastructure and prioritizing the issues in accordance with the
Business Criticality.
• Escalate unresolved issues to support team for further Investigations. Coordinating among the
teams to ensure quicker resolution.
• Resetting the accounts/passwords on request.
• Resolving VPN related issues.

Educational Qualification

COLLEGE / SCHOOL UNIVERSITY / QUALIFICATION YEAR OF

BOARD PASSING
CMR Centre For Business Bangalore Pursuing BCOM NA
Studies University (Final Year)
Indo-Asian Academy Pre-university Commerce 2011
Board
Florence High School SSLC Board SSLC 2009

Industrial Visit
• Infosys Mysore Campu
Co-curricular Activities
• Cultural Coordinator for College fests.

Other Interests:
• Cricket
• Literature and Writing
• Gym
• Photography

Personal Details

Father’s Name & Occupation A.M. Ehsanulla (Retired)

Mother’s Name & Occupation Farhana Begum (Homemaker)
Date of Birth 22nd January 1993
Nationality Indian
Languages Known English, Hindi, Kannada, Urdu & Arabic
Computer Proficiency Expert

Declaration
I hereby declare that the above particulars are true to the best of my knowledge

Mohammed Salman
Place: Bangalore