A Anshad

Key Contributions:
Incident & Major Incident Management:

• IT Support Executive in Belstar Microfinance Project, Kollam
• Offering initial support for application and infrastructure issues
• Assisting L2 & L3 teams in resolving application bugs by coordinating with end users.
• Administering organizational assets across all branches.
• Designing and delivering application and asset usage training for new joiners across branches
• Executing Zoho ManageEngine Endpoint Central Agent and Zoho Service Desk (Ticketing Portal).
• Monitored email & ticket queues, prioritizing incidents effectively for faster resolution times.
• Spearheaded incident resolution efforts, minimizing business disruptions and ensuring 99.9% SLA compliance.
• Hosted bridge calls & collaborated with cross-functional teams to resolve critical issues and escalations.

Problem & Change Management:

• Conducted Root Cause Analysis (RCA) on recurring incidents, implementing preventive measures to reduce system downtime.
• Managed Change Requests (RFCs), ensuring seamless execution with zero unplanned outages.
• Automated Service Desk workflows, streamlining change and release management processes.

Client Support & Stakeholder Collaboration:

• Acted as the Single Point of Contact (SPOC) for major incidents, ensuring seamless communication with stakeholders.
• Led post-incident reviews, preparing in-depth reports for business impact analysis & future improvements.
• Collaborated with business analysts, developers, and IT teams to enhance IT service delivery.
• Provided L2 application support, ensuring maximum uptime for enterprise applications.

Reporting & Process Improvement:

• Generated real-time ITSM reports using Manage Engine Service Desk dashboards to track trends & optimize resolution times.
• Ensured adherence to ITIL best practices, promoting automation & efficiency in IT services.
• Trained & mentored new team members on best practices in Incident, Problem, and Change Management.

Designation: Desktop Engineer in KGB project, Trivandrum.

Key Result Areas

• Configuring and troubleshooting Cisco 1841, 841 routers and Aruba Switches.
• Providing L1 level support on basic troubleshooting and work on shifts.
• Troubleshooting System Related Issues Configuring and Troubleshooting Of Printers OS installation
• Outlook Configuration MS Office Generating reports on daily basis.
• Successfully managed technical support for 95 branches in Kerala and conducting technical
• audits by traveling across branches.
• Proven excellence in providing remote support for 500+ laptop and Desktop Boosting productivity for L1,L2, and L3 employees by resolving and closing 200 tickets monthly.

• Ensured network security by configuring firewalls, monitoring traffic for suspicious activity, and responding to threats promptly.
• Promoted professional development within the team by staying updated on industry trends, sharing knowledge with colleagues, and participating in relevant training programs.
• Optimized network efficiency by conducting regular maintenance and updates on routers, switches, and other networking devices.
• Facilitated smooth integration of acquired companies into the existing corporate IT infrastructure following mergers or acquisitions processes.
• Contributed to business continuity planning by designing and implementing robust backup systems for critical network components.
• Assisted with implementation and support of network monitoring tools.
• Configuring and troubleshooting Cisco 1941, 1841, 841 routers and Aruba Switches.
• Configuring and troubleshooting HP MSRA1002 router.
• Maintaining and monitoring WAN links using SNMP tool.
• Providing L1 level support on basic troubleshooting and work on shifts.
• Troubleshooting protocols like BGP, ACL, and VLAN.
• Conferring with network users about solving existing system problems.
• Generating reports on daily basis Highlights: Successfully managed technical support for 98 branches in
• Kerala and conducting technical audits by traveling across branches.
• Proven excellence in providing remote support for 600+ Network devices, laptops and desktops Boosting
• productivity for L1, by resolving and closing 100 tickets monthly.