Mumtaz Ahmad Lone
Hyderabad
Summary
Highly motivated Service Desk Analyst with hands-on experience in providing fast, customer-focused technical support across Windows, M365, networking, and end‑user environments. Known for resolving issues at first contact, maintaining strong SLA compliance, and delivering exceptional customer experience. Skilled in troubleshooting, incident management, Active Directory, and remote support tools, with a proactive approach to problem-solving and continuous improvement.
Overview
5
5
years of professional experience
Work History
Senior Associate
Genpact India Pvt Ltd
Hyderabad
05.2022 - Current
- Delivered fast and accurate technical support, consistently resolving first‑level issues within SLA.
- Acted as the primary point of contact for users, ensuring a smooth and professional support experience.
- Diagnosed and resolved hardware, software, and network problems using systematic troubleshooting methods.
- Prioritized tickets efficiently, ensuring critical incidents and business‑impacting issues were handled immediately.
- Escalated complex issues to L2/L3 teams with complete technical notes, improving resolution speed.
- Maintained 100% accuracy in ticket documentation, improving transparency and audit readiness.
- Achieved high customer satisfaction scores through clear communication and empathetic support.
- Proactively monitored systems and alerts, identifying outages before they impacted users.
- Managed user accounts, access requests, and password resets while maintaining security compliance.
- Provided remote support to distributed teams, reducing downtime and improving productivity.
- Educated users on best practices, reducing repeat incidents and enhancing system adoption.
- Ensured timely follow‑ups and closure of tickets, maintaining strong SLA compliance.
- Collaborated with cross‑functional teams to resolve recurring issues, increasing service reliability.
- Created and updated knowledge base articles, improving first‑call resolution for the team.
- Conducted smooth shift handovers with clear documentation of pending tasks and ongoing issues.
- Analyzed ticket trends and recommended process improvements, minimizing repeated incidents.
- Ensured adherence to IT security policies and contributed to audit preparedness.
- Supported system rollouts, updates, and IT projects to improve business operations.
- Maintained a professional, customer‑focused attitude even under pressure or high call volumes.
Junior Technical Engineer
Cognizant Technology Solutions
Noida
02.2021 - 05.2022
- Acted as the first/second level point of contact for problem resolution, addressing issues for internal users and external clients.
- Receive inbound calls, troubleshoot, fix, and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system.
- Provide Technical Support to Desktops, Laptops and Mobile devices users.
- Provide break fix, fault diagnosis and resolution.
- Managed ticket resolution process, keeping customers informed of their status throughout.
- Executed software and hardware troubleshooting, ensuring timely resolution of technical challenges.
- Setting up and configuring New Laptop/Mobile devices.
- Administering and Troubleshooting Office 365 applications and users.
- Managing Windows server support / Administration.
- Desktop, Mobile devices and Software/Applications support and maintenance
- Managed Active Directory, Group Policy, DNS, and DHCP.
- Microsoft 365 Cloud / Azure AD
- Microsoft O365 suite (Word, Excel, PowerPoint, Outlook, SharePoint, Teams)
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Utilized strong communication skills to convey technical information clearly to clients and team members.
- Network+ (Udemy)
- Security+ (Udemy)
Education
Master of Arts -
Indra Ghandi National Open University
Kashmir01-2017
Bachelor of Arts -
University of Kashmir
Kashmir03-2015
High School Diploma -
Jammu & Kashmir Board of School Educatoni
Kashmir01-2012
Skills
- Incident management
- Active Directory management
- Office 365 / Microsoft 365 Administration
- ITIL knowledge
- Endpoint security management
- PowerShell Automation
- Windows / macOS / Linux Troubleshooting
- Hardware & Software Troubleshooting
- Network Basics (DNS, DHCP, TCP/IP, VPN)
- Remote Support Tools (AnyDesk, TeamViewer, SCCM, RDP)
- Email Support (Outlook, Exchange, SMTP/POP/IMAP)
- System configuration support
- Cloud technology
- Service Level Optimization
Hobbies and Interests
- Learning new technologies / IT trends
- Troubleshooting gadgets or systems
- Online courses / self-learning (IT-related)
- Reading (technology, productivity, or self-improvement)
- Playing Cricket on Higher Level
Personal Information
- Date of Birth: 06/10/92
- Gender: Male
Languages
- Hindi
- English
- Urdu
Timeline
Senior Associate
Genpact India Pvt Ltd
05.2022 - Current
Junior Technical Engineer
Cognizant Technology Solutions
02.2021 - 05.2022
Master of Arts -
Indra Ghandi National Open University
Bachelor of Arts -
University of Kashmir
High School Diploma -
Jammu & Kashmir Board of School Educatoni