Ghouse Mohammed
Chicopee,MA
Summary
IT professional with over two years of hands-on experience in Tier 1 and Tier 2 IT support, supporting end users in customer-facing environments. Recently completed a Master’s degree in IT Project Management, gaining strong knowledge in project planning, Agile and SDLC practices, risk management, budgeting, and stakeholder communication. Experienced in supporting IT operations while following structured processes, collaborating with cross-functional teams, and using tools such as Jira and ticketing systems. Actively seeking an opportunity with a U.S.-based organization where I can apply my project management education alongside my technical support background and continue growing professionally.
Overview
1
1
year of professional experience
Work History
IT Support Specialist
Sitel India
Hyderabad India
03.2022 - 04.2023
IT Support Technician II
Sitel India (Client: Hewlett-Packard)
Hyderabad, India | March 2022 – April 2023
- Provided Tier 1 and Tier 2 technical support to HP customers, assisting with a wide range of hardware, software, and enterprise application issues
- Diagnosed and resolved network connectivity problems, printer malfunctions, and operating system-related issues to minimize user downtime
- Used ticketing systems and Jira-based workflows to log, track, and close incidents efficiently within defined service levels
- Worked closely with cross-functional teams to follow structured escalation processes aligned with SDLC and support best practices
- Maintained clear and accurate documentation, contributing to knowledge base updates and process improvements
IT Support Specialist
247.ai
Hyderabad India
10.2021 - 03.2022
- Provided technical support to end-users, troubleshooting hardware and software issues efficiently.
- Configured and maintained user accounts in Active Directory, ensuring secure access to company resources.
- Assisted in the implementation of IT policies and procedures, enhancing operational efficiency and compliance.
- Collaborated with cross-functional teams to resolve complex technical problems, improving service delivery timelines.
- Engaged in continuous learning of emerging technologies to enhance support capabilities and service quality.
Education
Master of Science - IT Project Management
St Francis College
Brooklyn, NY12-2024
B.com Computer Applications
Rukmini Degree College
Hyderabad India12-2021
Skills
- Windows and macOS support, system configuration, and performance troubleshooting
- LAN/WAN, VPN, and IP-based network and printer configuration
- Ticketing systems, remote support tools, and structured escalation processes
- Active Directory basics, user access management, and endpoint security
- IT Project Management fundamentals: planning, scheduling, risk mitigation, and delivery
- Agile and SDLC-based project coordination and task tracking
- Budgeting, resource planning, and cost awareness for IT initiatives
- Cross-functional communication and stakeholder coordination
- Jira for issue tracking and workflow management
- SQL for data validation and basic reporting
- Java fundamentals and object-oriented programming concepts
- Git and Microsoft 365 tools for collaboration, documentation, and reporting
Timeline
IT Support Specialist
Sitel India
03.2022 - 04.2023
IT Support Specialist
247.ai
10.2021 - 03.2022
Master of Science - IT Project Management
St Francis College
B.com Computer Applications
Rukmini Degree College