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Mohammad Hameed2479

@mohammadhameed2479

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Senior IT Executive specializing in IT infrastructure management and incident resolution.

India

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What I'm looking for

I’m looking for a role where I can lead IT support delivery, drive ITIL-aligned incident/problem improvements, and strengthen service quality with Microsoft 365, Azure/Entra ID, and endpoint management—backed by strong governance and collaboration.

I’m a Senior IT Executive with 8+ years in IT infrastructure management and technical support, focused on optimizing operational efficiency and improving user satisfaction. I lead high-priority support delivery across global regions and act as the primary escalation point for complex L1/L2/L3 incidents.

I manage incident, problem, and change processes aligned with the ITIL framework, performing root cause analysis and implementing preventive solutions to reduce recurring issues. I also drive continuous improvement through SOPs, support metrics, SLA performance tracking, and cross-functional vendor collaboration.

My hands-on expertise spans Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint), Azure/Entra ID identity and access management, and endpoint management with Intune and Autopilot. I support Windows and Mac OS environments, administer Active Directory, and handle infrastructure and reliability work including virtualization (VMware/Hyper-V) and backups with Commvault—always with strong governance, security policy, and audit compliance in fast-paced settings.

Experience

Work history, roles, and key accomplishments

Current

Senior IT Executive

Current

Advanta Enterprises Limited

Mar 2024 - Present (2 years 2 months)

Led a team of 3–5 technical support analysts and served as the primary escalation point for L1/L2/L3 incidents across Europe, Asia, Africa, US, UK, and APAC. Managed ITIL-aligned incident/problem/change processes, performed RCA for recurring issues, and provided advanced support for Windows/macOS and Microsoft 365.

ServiceNow ITSM ManageEngine ITIL Microsoft 365 Exchange Online Root Cause Analysis

Regional IT Spoc

National Stock Exchange Information Technology

Dec 2022 - Mar 2024 (1 year 3 months)

Provided 1st-level technical support for network-related issues to ensure smooth operations during centralized and non-centralized exams. Managed virtualized environments (VMware/Hyper-V), supported Active Directory and Entra ID/Entra Connect synchronization, and maintained IT asset tracking and documentation.

IT Asset Management Active Directory Entra ID ManageEngine VMWare Hyper V ITIL Service Desk Metrics

IT Executive

National Stock Exchange Information Technology

Jun 2019 - Dec 2022 (3 years 6 months)

Administered online exams while ensuring security protocols for integrity and compliance. Installed and maintained servers, network equipment, firewalls, and endpoint security, reducing vulnerabilities by 20% through patches and updates.

Server & Endpoint Support Firewalls Patch Management Reporting

System Engineer & Asset Civil

Hi Tech Builders

Jun 2018 - May 2019 (11 months)

Provided 24/7 support for diagnosing and resolving technical issues and monitored system performance and alerts to ensure uninterrupted service delivery. Performed system installations and maintenance, troubleshooting hardware/software and implementing security patch updates.

Systems Monitoring Troubleshooting Network Alert Response Client Communication Project Management

System Engineer & Business Dev

Engineering Integrated Training Institute

May 2017 - May 2018 (1 year)

Supported client onboarding by coordinating meetings and researching new business opportunities to expand the client base. Delivered around-the-clock technical support, troubleshooting computers and resolving issues while ensuring timely security updates.

Technical Support Technical Troubleshooting Client Relationship Management Project Management Performance Monitoring