MUHAMMED BILAL

• Respond to client support requests. • Contact clients to find out the nature of the problem. • Troubleshoot hardware and software issues. • Follow up with clients to ensure their systems are functional. • Report customer feedback and potential product requests. • Managing Desktop and Laptop Issues related to hardware, software and applications • User Management on Active Directory and DNS, DHCP Management • Incident handling as per SLA (Resolving/Handling/Updating P1/P2/P3 Tickets through Assist Tool.) • Escalating calls whenever needed by following the Escalation Matrix for each process. • Administration of an Antivirus environment, Ensuring Antivirus is updated. • Troubleshooting OS -BSOD (Crash Dump Analysis) • Troubleshooting matters related to the hardware of Dell and HP computers • Troubleshooting various types of printers (Local and N/W printers) • Provide first-line phone support to customer queries, making quick diagnoses and rendering tech support on-site if needed, and Take Remote Access with the help of Any desk and TeamViewer and troubleshoot the issue • Installation of Operating Systems, all types of internet issues, Antivirus and other software programs, Repair and maintenance of Desktop PC's, Laptops. • Installation and configuration of Windows 10 and Windows 11. • Working as L1 level of support for Desktops and Laptops. • Working closely with other departments & collaborating with other IT staff.