MOHAMMED RAZIUDDIN

Performed ITIL-aligned incident triage and application-level troubleshooting for global clients, independently resolving issues and escalating critical incidents to engineering with logs and diagnostics. Maintained 95%+ SLA compliance and reduced escalations by 20% through streamlined triage and improved troubleshooting documentation.

Managed incident and service requests by classifying, escalating, following up, and closing tickets using ITIL-aligned workflows. Performed manual testing and created solution guides/FAQs to improve first-contact resolution and reduce repeat support requests.

Provided end-to-end remote and on-site support for healthcare platform issues across hardware, software, networking, and applications, escalating complex cases to engineering with complete documentation. Led PACS installations and training, coordinated feature updates with engineering, and executed SQL queries to generate operational and billing reports.

Conducted quality and compliance testing for high-accuracy energy meters against BIS and IEC standards, including accuracy checks and corrective action record maintenance. Performed board quality checks and ensured traceability throughout the corrective process.

Built Linux administration skills through user management, permissions, process monitoring, log analysis, and troubleshooting. Deployed a LAMP stack on AWS EC2 and configured HAProxy on virtual machines for load balancing.

B.Tech in Electronics & Communications Engineering from SCET under JNTUH University.