Mohammed Farooq Ahmed

IT Service Desk Support & Endpoint Support Professional with 9+ years of experience in Global
Enterprise IT environments providing Technical Support, Endpoint Management and Service Desk
operations. Experienced in IT Ticket Management, Endpoint troubleshooting, and IT infrastructure
support across global locations of organizations.
Skilled in ServiceNow ticket management while maintaining SLA (Service Level Agreement), SCCM
administration, Endpoint Support and IT service delivery. Proven ability to collaborate with cross
functional teams, resolve technical issues efficiently, and maintain high system availability in High scale
productive enterprise environments.

Core Skills

➢ Technical Support
• Desktop Support
• End User Support
• Remote Support
• Incident & Service Request Handling

➢ IT Infrastructure
• Windows Workstations & Servers
• SCCM Administration
• Endpoint Management
• Software Installation & Patch Management

➢ IT Operations
• IT Service Desk Operations
• Ticketing Tools (ServiceNow, FreshService)
• Change Management
• IT Asset Management
• IT Documentation & SOP Creation
• Application / Software Deployment
• System Maintenance

➢ Tools
• ServiceNow
• FreshService
• SCCM
• Tanium
• PowerBI Reporting
• ITIL Framework
• CMDB