Deen Mohamed N
Technical Support Executive
About
Technical support executive with hands-on experience in call and email support, CRM tools, and issue resolution. Strong communication and problem-solving skills with a focus on customer satisfaction. Looking to grow in a dynamic, team-driven environment.
Skills & Expertise (35)
Work Experience
L1 Support - IT Service Desk
Athena Health Technology Pvt Ltd
Oct 2025 - Feb 2026
Provided L1 technical support via calls, chat, and email. Installed and configured Linux systems. Troubleshot Windows and Linux desktop issues. Resolved network issues including VPN, Citrix, DNS, and TCP/IP. Logged and tracked tickets using Zoho Service Desk and Zoho CRM while ensuring SLA compliance. Configured and supported Aruba Access Points including SSID setup and Wi-Fi troubleshooting. Handled user connectivity and performance issues. Escalated complex cases to L2 teams. Maintained proper documentation and incident records. Ensured customer satisfaction.
Implementation Analyst
ECarobaar Technologies Private Limited
Jul 2025 - Sep 2025
Perform L1/L2 support for production and end-user environments. Troubleshoot OS issues (Windows/Linux – services, processes, event logs). Handle network-level issues (IP conflicts, DNS resolution, VPN connectivity, latency). Manage Active Directory (user creation, group policies, access control). Work on incident, service request, and problem management (ITIL process). Analyze application logs and identify root cause of issues. Perform software deployment, patching, and updates. Use remote tools (RDP, VNC) for system access and troubleshooting. Monitor systems using basic monitoring tools / dashboards. Support database-related issues (basic SQL queries, data validation). Coordinate with L3 / DevOps teams for critical issues. Ensure SLA compliance and proper ticket documentation.
Process Executive
Cognizant Technology Solutions
Dec 2024 - Apr 2025
Managed Linux and Windows systems and configurations. Troubleshot OS, network (DNS, VPN, TCP/IP), and user issues. Handled Active Directory for user access and permissions. Configured Wi-Fi (Aruba AP, SSID, connectivity). Performed patching, updates, and software installation. Provided remote support using RDP/VNC. Maintained tickets, SLA compliance, and proper documentation.
Education
Bachelor of Computer Science - Pondicherry University
2019 - 2022 · Afghanistan
HSC - Computer Science - SRVS National Hr Sec School
2017 - 2019 · Afghanistan
Certifications
Networking Basics
Cisco Networking Academy · 2026
Microsoft Excel
Coursera · 2024
SQL and Relational Databases 101
IBM · 2023
Python Programming (Basics to Advanced)
EdYoda · 2021
HTML (Basics to Advanced)
EdYoda · 2021
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Skills (35)
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