Faraz Moeen

About Faraz Moeen

With over 9 years of experience in information technology, currently working as an L2 IT Support professional at Allied Digital Services. Collaborating with Cairn Oil & Gas Vedanta Ltd, the role focuses on delivering second and third-level technical support to VIP users via remote, phone, and email, addressing IT inquiries, troubleshooting hardware and software issues, and managing user account provisioning. Proficient in ITSM tools such as Symphony, Jira, and Service Desk, with demonstrated skills in hardware troubleshooting, network configuration, and IP addressing. Certified in Microsoft 365 Fundamentals and CompTIA A+, dedicated to providing innovative IT solutions that enhance operational efficiency and user satisfaction.

Experience

1. L2 IT Support Engineer

   Allied Digital

   Jun 2022 — Present · Gurugram, IN

   Customer : Cairn Oil & Gas Vedanta Ltd.End User Support -VIP Customers request handling. Provide second & third level technical support for VIP users via Remote, Phone, Chat & email. Understand & resolve the inquiries or escalate to next level to help facilitate to resolution, help users to gain understanding of applications and process navigation through it.Provide 1st line & 2nd line technical support, answering support queries via ticketing tool (Symphony, Jira, Service Desk, My It) phone, and email.Follow all established support procedures and participate in the development of new procedures. User Account Provisioning/De-provisioning Provide troubleshooting and support of retail systems. Work with external vendors or MSPs to report, escalate and manage incidents when needed. Create and maintain knowledge articles for use by the Global Support Team and Users Network-attached devices (e.g. Printers, scanners, copiers, multi-functional devices (e.g. printer/scanner/fax).AV VC Support -Provide Audio and video engineering and technical support for corporate.Install and maintain audio and visual equipment such as projectors, microphones, speakers, and AV equipment.Proven experience in corporate AV systems design, integration, and support.Hands-on experience providing AV and event support for meetings, conferences, and town halls both in person and virtualVideo Conference Application: Zoom, Google Meet, Microsoft Teams, WebEx Meeting.Video Conference Devices: Poly Studio X30 • Poly Studio X52 • Poly Studio X70 • Poly Studio Small Room Bundle for Zoom Rooms, Poly Studio Medium Rooms, Jabra Crestron.Coordinate with OEMs, clients, engineers, and technicians to develop AV solutions tailored to business needs.Coordinate with OEMs to raise an RMA of audiovisual faulty hardware.(E.g. LG/Samsung/Sony/NEC / Creston/ Kramer/ Harman / Bose/ Cisco/Poly/Logitech).Set up Zoom meeting Teams Meetings Online Zoom Webinars.

Education

• Symbiosis Centre for Distance Learning

  Postgraduate Diploma, Management Information Systems, General

• Mahatma Jyotiba Phule Rohilkhand University

  Bachelor's degree, English/Language Arts Teacher Education

• Amity University Online

  Master of Business Administration - MBA, Information Technology

Skills

• Networking
• Active Directory
• Xp
• Firewalls
• Technical Support
• Office 365
• Operating Systems
• Domain Name System (Dns)
• Dynamic Host Configuration Protocol (Dhcp)
• Test Equipment
• System Testing
• Network Administration
• Team Management
• Microsoft Office
• Remote User Support
• Domain Registration
• Maintenance Management
• Customer Service
• Outlook Express
• System Administration