Mohammad Mansoor
Technical Support Specialist • Bangalore, India • m**************@gmail.com • 735****588 • drivetube.ai/•••••
Professional Summary
Technical Support Specialist with 10+ years of experience providing desktop, system, and hardware technical support across enterprise and vendor environments. Proven experience troubleshooting Windows clients and servers, managing incident workflows in ServiceNow, performing SCCM/WDS OS deployments, conducting Nessus vulnerability scans, and supporting 1,000–2,000+ users in 24x7 operations while maintaining SLA adherence.
Technical Skills
Cloud and DevOps: Linux,SCCM,WDS,OS imaging,Virtual machines
Tools and Methodologies: Windows Server 2008 R2,Windows Server 2012 R2,Windows Server 2016,Remote Desktop support,Remote troubleshooting,VM management,Visual Studio,X-AMPP,Backup configuration
Operating Systems: Windows 10,Windows 8,Windows 7,Windows XP
Identity & Access: Active Directory,User provisioning,Password management
Ticketing & ITSM: ServiceNow,CA tools,Incident management,Change coordination
Productivity & Collaboration: Microsoft Office 365,Outlook,Skype for Business,Microsoft Teams,Circuit
Networking: DNS,DHCP,VPN Pulse Secure,FTP
Security & Monitoring: Nessus vulnerability scanning,Antivirus management,Patch application
Hardware & Peripherals: Desktop,laptop troubleshooting,Printers and scanners,Hardware replacement
Reporting & Workforce Coordination: SLA reporting,Workforce management coordination,Performance metrics
Work Experience
Lenovo India Pvt Ltd
Bangalore, India
Technical Support Specialist
Jun 2022 – Present
Provided hardware and software technical support for Lenovo customers through a 24x7 support organization, resolving device and software incidents and contributing feedback to engineering and operations.
Tech Stack: ServiceNow, Ticketing systems, Outlook, Windows OS, Hardware troubleshooting
- Served as primary technical contact for Lenovo hardware and software incidents, diagnosing complex faults across desktops, laptops, and peripherals via phone, email and ticketing systems.
- Handled 25–30 inbound customer calls per shift, triaging issues, creating and updating tickets, and prioritizing work to meet SLA requirements.
- Collaborated with engineering, operations, and escalation teams to resolve high-impact cases, ensuring timely closure and improved customer experience.
- Generated daily and interval performance reports, tracked adherence and occupancy metrics, and provided operational feedback to workforce management for staffing adjustments.
- Managed case workload and backlog through proactive ticket prioritization and follow-up actions, reducing open ticket age and maintaining SLA compliance.
- Troubleshot software and hardware issues across diverse customer environments using structured diagnostic steps and liaised with onsite teams for hardware replacements when required.
Vunique Solutions Ltd
Bangalore, India
Desktop Support Engineer
Oct 2019 – Jan 2022
Delivered desktop and remote support for enterprise clients as part of an IT services provider, managing incidents and onboarding while maintaining 24/7 coverage and SLA adherence.
Tech Stack: ServiceNow, Office 365, Outlook, Pulse Secure, Zscaler, Virtual machines
- Managed incidents and service requests through ServiceNow, categorizing and resolving tickets for enterprise end users and escalating when necessary.
- Resolved end-user issues across Microsoft Outlook, Office 365, Pulse Secure VPN and Zscaler web security, providing remote desktop assistance and walk-throughs.
- Onboarded new hires by provisioning user accounts, configuring system profiles, and installing required OS and applications on virtual machines.
- Installed and maintained OS images and software on client VMs and physical endpoints, coordinating patch and update schedules to ensure compliance.
- Coordinated network-related escalations with network teams for issues requiring deeper infrastructure intervention, improving time-to-resolution for complex incidents.
- Supported a user base of 1,000+ users in a 24/7 delivery model, consistently meeting response and resolution expectations defined by SLAs.
IDC Technologies (Client: Siemens/Atos Information Technology)
Bangalore, India
System Engineer
Oct 2018 – Oct 2019
Supported enterprise IT operations for Siemens/Atos client environments, performing OS deployments, server administration, vulnerability scanning and endpoint security for large user populations.
Tech Stack: SCCM, WDS, ServiceNow, CA tools, Nessus, Windows Server, Active Directory
- Deployed Windows OS images using SCCM and WDS for enterprise endpoints, streamlining rollouts and OS refresh activities across client sites.
- Triaged and resolved tickets via ServiceNow and CA tools for mail, connectivity and endpoint issues, maintaining operational continuity for users.
- Performed vulnerability scans using Nessus and applied security patches and updates, reducing exposure by addressing identified vulnerabilities.
- Installed, configured and administered Windows Server 2008 R2 / 2012 systems; managed Active Directory tasks including user and group management and domain joins.
- Monitored system performance (CPU, memory, disk, NIC) and executed corrective actions for degraded servers and critical endpoints to maintain service levels.
- Provided 24x7 operational support across multiple environments, supporting over 2,000 users and ensuring SLA-driven incident resolution.
CompuSystems India Pvt. Ltd.
Bangalore, India
Desktop Support Engineer
Apr 2016 – Aug 2018
Provided desktop and server support as part of a service vendor team, responsible for OS installation, server maintenance and remote end-user assistance.
Tech Stack: Windows 10, File servers, Firewall servers, Skype for Business, Antivirus tools
- Installed and configured Windows 10 OS on client machines and ensured drivers and critical updates were applied for stable user environments.
- Maintained file servers, firewall servers and domain controllers, performing routine checks and coordinating backups to protect business data.
- Diagnosed and replaced defective hardware components on desktops and laptops, minimizing user downtime through timely repairs and part replacements.
- Installed antivirus solutions and managed signature updates and scans to maintain endpoint security posture across client systems.
- Provided remote user support via Skype for Business and other remote tools, resolving access, email configuration and application issues.
- Managed user accounts and password resets, configured Outlook profiles and assisted users with mailbox and profile migrations.
Education
Vijayam Degree College
B.Sc. • 2012 – 2015
Narayana Jr. College
PUC • 2009 – 2012
Vijaya English Medium High School, Chittoor
SSLC (10th) • Chittoor • 2009
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