Mohammed Khizar

Managed day-to-day service desk operations supporting clinical and non-clinical healthcare staff in a high-volume IT environment. Monitored and assigned incidents, service requests, and changes using ServiceNow and Amazon Connect, ensuring compliance with defined SLAs and ITIL best practices. Acted as the first point of escalation for complex tickets, coordinating with various teams for resolution

Provided Level 1 and Level 2 IT support for US Healthcare users, resolving technical issues via inbound calls, emails, and chats. Managed Active Directories for password resets and account unlocks, and troubleshooted VPN connectivity, Microsoft Outlook, and various EMR systems like Epic and Meditech. Installed and configured Cisco AnyConnect VPN and healthcare applications on iOS devices, creating

Coordinated IT Helpdesk operations, delegating an average of 30 daily tickets to technicians and monitoring their work quality to ensure process adherence. Generated and analyzed excel reports on ticket volumes using Managed Engine Service Desk Plus, ensuring SLAs were met and providing monthly reports to clients. Managed internal chat groups in Microsoft Teams and supervised technician schedules

Answered inbound customer calls and documented reported incidents in the Manage Engine Service Desk Plus ticketing system, ensuring accurate information capture. Diagnosed and resolved incidents such as password resets and software configurations based on solution trees and knowledge base protocols. Investigated means to improve service levels and produced technical documentation for root cause an

Received an average of 25-30 calls daily from customers experiencing issues like application downtime, website problems, and user access issues, creating problem-solving tickets. Coordinated with internal technical teams (Linux, SAP, Oracle, Storage) and the situation management team for immediate resolution of priority tickets. Managed Active Directory Domain Services to grant user access and han

Completed an MBA with a dual specialization in Human Resources and Marketing. The program provided a comprehensive understanding of business administration principles and strategic management.

Graduated with a Bachelor's degree in Commerce, focusing on fundamental business and accounting principles. The curriculum covered various aspects of commercial studies.

Completed Intermediate education, building foundational knowledge across various subjects. This period prepared for higher education.

Completed Secondary School Certificate (SSC) education. This foundational stage provided essential academic skills.