About
Technical Support across UK & Ireland, North America, EMEA, and APAC regions.
Skills & Expertise (34)
Work Experience
Desktop Support Engineer
Outworks Solutions Pvt. Ltd
Oct 2024 - Nov 2024
Worked as an immediate Backup for 45 days (Netherlands Client).
Senior Analyst
HCLTech
Jan 2025 - Present
Strong technical expertise in Windows, Citrix, Azure VM’s, App service, Mac systems, SCCM, JAMF etc. Communication to the end-users on all the changes. Taking part of day-to-day activities in Helpdesk tasks. Extensive experience providing IT support remotely and face-to-face. Good Knowledge Network concepts (servers, routers, access points, switches.etc.) Good Knowledge in Windows Servers and Apple device management via Jamf Pro Monitor Incident and Service requests, to resolve or reassign to the appropriate groups. Extensive experience directing and managing projects including managing specialist vendor relationships Extensive experience supporting/administering many of the following: Windows 10,11 MacOS, SCCM, Jamf, Microsoft Office365/M365 Teams, Okta, Intune, Microsoft 365, ServiceNow. CyberArk EPM,1Password,McAfee,Servicenow,printers(N/W ,Thermals),Proxy issues ,identity central,confluence,self-service ,cisco VPN,software installations Good Knowledge of ITIL Foundation. Proven track record in customer experience and vendor management. Ability to handle major incident and troubleshooting in windows & MAC. Ability to resolve escalated technical issues and provide guidance to Level 1 engineers.
Desktop Support Engineer
Young Minds Technology Solutions Pvt Ltd
Aug 2023 - Sep 2024
BMC Helix Remedy & JIRA(Ticketing tools) Remotely connecting using Skype of two different clusters Netherlands and Tamil Nadu. Skilled in diagnosing and resolving hardware and software issues for desktops, laptops and printers(RAM, SSD, SATA, Cooler Fan, SMPS Issues, etc) within the Organisation. We use Windows Server 2022 Standard Edition (226 GB Ram and 110 TB Storage) Skilled in Active Directory, managing user accounts, and troubleshooting server issues, VPN etc. Experienced in using various ticketing tools to manage and resolve IT service requests and incidents efficiently. Skilled in creating, updating, and closing tickets, ensuring all relevant details are accurately recorded. Skilled in engaging with clients and stakeholders, providing detailed explanations and addressing inquiries effectively and excel in conveying complex information clearly and concisely, making technical details accessible to non-technical stakeholder.
Software Trainee
KoinWorx BV
Aug 2022 - Jan 2023
Managed support tickets and project tasks using Jira Service Management. Working with Developers for installations and sometimes Junit testing using Mokito. Customized workflows, set SLAs, and analyzed performance metrics to ensure timely resolution of issues. Proficient in producing clear and accurate documentation and reports, enhancing understanding and ensuring effective communication of key information and involves in java backend development team. HR management software project successfully completed within 6 months communicating with java backend team assigning tickets on time and closely working with team as well helping to meet the deadlines.
Education
B.Tech, Electronics and Communication Engineering - Vel Tech Rangarajan Dr. Sagunthala R&D Institute of Science and Technology
2017 - 2021 · Afghanistan
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