Aakib Khan
Sikanderpur, Gurgaon
Summary
Highly motivated IT professional with 5.9 years of experience and proven track record of providing efficient and effective technical support to customers. Looking for an opportunity to be a part of your esteemed organization in order to build a long-term growth oriented career, where I can contribute my knowledge and skills towards the growth of the organization and enhance my experience through continuous learning and teamwork.
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Overview
6
6
years of professional experience
1
1
Certification
Work History
Sr. Executive IT Support
AAFT E-Learn Pvt. Ltd
04.2022 - Current
- IT assets and device assignments, management and maintenance
- Provide 2nd level technical support to user in the following areas : Laptop, Desktop, Printers, Windows, Mac and Linux
- Ensure to provide support to all users within defined time frame on their regular incidents & monitoring till closure.
- End User Support over every technical level issues over Windows, Mac OS, Linux
- Network scanning and making report
- Network Firewall management to grant, denied, remove, add or manage access for the users
- Assets management and tracking
- Application support over Leadsquare, Ozon Tel etc
- Support over Mobile phone related issues
- Hardware Support, component installation, replacement etc
- Biometric support, Add, Remove & Modify the users ( Attendance reports Daily, Weekly & Monthly per the management requests
- Closely work with HR & Admin Team on the Onboarding & Off-boarding of the Employee to make the operations smoother and easier
- Provided technical support to end - user, including troubleshooting software and hardware issues
- Conducted remote access sessions with customers to diagnose and resolve problems quickly
- Identified areas of improvement within the customer service process and developed strategies to improve efficiency
- Resolved escalated customer issues by providing professional advice and guidance
- Monitored incoming inquiries from customers via email, phone, or chat applications
- Conferred with staff, users and management to establish requirements for new systems or modifications.
Technical Support Engineer
Getronics Solution India - Client Site ( Ford India Pvt. Ltd )
08.2019 - 04.2022
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Maintained response times to support business continuity.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Providing end user support over the following Areas -: Windows, MacOS, Linux, System software, Application Software, SCCM, VPN, Skype, Webex, Microsoft Intune, Email certificates, Dollar/Admin Account Deletion & Creation
- Configuration and setup of the VC Room, Server Room Management, Assets Management, Matching Daily checklist
- Smart IT and IT Connect ticketing tools
- Responded promptly to service requests from internal customers within specified SLA parameters
- Solved technical issues by troubleshooting, resolving and documenting service tickets.
- Engaged clients on-site to resolve technical issues and communicate work progress
IT Infra Technician
Katalist Viewspaper Pvt. Ltd
07.2018 - 07.2019
- Providing End user Support over the Network, Windows, Mac, NAS, System hardware, Application software issues etc
- Onboarding & Off-boarding, Biometric support ( Monthly, weekly & Daily Reports ) as per the requests
- Troubleshoot and resolved hardware and software issues for end users
- Conducted regular backups and ensured data integrity and availability
- Collaborated with other IT teams and vendors to implement technology projects and upgrades
- Managed inventory and ordered new hardware and software as needed.
Computer Hardware & Networking Trainer
Mindsharper Educational Society, PMKVY
01.2018 - 06.2018
- Hardware and Networking Training to the Students in the service tenure
- Designing and delivering training programs on computer hardware and networking concepts, tools,and techniques
- Conducting practical sessions to teach participants how to assemble, configure, and maintain hardware components such as CPUs, Motherboards, RAM, and hard drives
- Instructing about various networking protocols and technologies such as TCP/IP, DNS, DHCP, LAN
- WAN, VPN, and wireless networks
- Teaching participants how to troubleshoot common hardware and network issues and providing guidance on best practices for diagnosis and resolution
- Demonstrating the installation and configuration of operating systems and software applications on a computer network.
Education
Bachelor of Arts - Arts
Dr. Ram Manohar Lohia Avadh University
Faizabad - UP2019
12th -
BPH Enter Collage
UB Board2016
10th - BPH Enter Collage
UP Board2014
Skills
- Computer Security
- Technical expertise
- Voice & Non-Voice Process
- Networking
- Ticketing Tools
- Customer service
- Voice & Non-Voice
- Communication
- Problem Solving
- Time Management
- Adaptability
- Networking, TCP/IP, UDP
- Cloud Computing
- Active Directory, Azure AD
- DHCP, DNS, FTP, SCCM
- Windows, Mac OS & Linux
- AWS CLI
- Office 365, Exchange & Exchange Online
- Virtualizations
- SQL
- HTML
Certification
AWS Certified Cloud Practitioner - Sep-2023
- Training - AWS Self Paced
- Experties - Proficient in Cloud Computing Concepts and Fundamentals. Familiar with Amazon Web Services ( AWS ) Services, Solutions and Pricings. Understanding of Cloud Deployment Models – IaaS, PaaS, SaaS. AWS Cloud Security and Best Practices.
Certified Computer Hardware & Networking Engineer - 2017 - Delhi
Accomplishments
- Earned a Badge for Successfully completing "AWS Cloud Quest".
- Successfully Completed "IT Operations" Badge from Linkdin.
- Promoted to "Sr. Executive IT Support" from IT Support Position within a year.
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Urdu
Advanced (C1)
Projects
AWS Cloud : Personal
- AWS EC2 - EC2 Management, Creation, Launching, Termination.
- Elastic Block Store (EBS) Management
- Load Balancer (ELB) for High Availability
- AWS Auto-Scaling Group Deployment
- AWS Security Group Optimization
- AWS CloudFront - Origin Base, Path Base Distribution, Invalidation, Security Best Practices.
- Amazon S3 - Bucket Creation, Redirection, S3 Policies Best Practices, Bucket Versioning, Data Management, Transfer Acceleration, Cross Region Replication ( CRR ), Same Region Replication ( SRR ), Static Web Hosting.
- Identity and Access Management (IAM) - Users, Groups & Roles Management, Policies Best Practices, Cross Account Management, Multi Factor Authentication ( MFA ), In Line Policies Best Practices, AD User Synchronization.
- AWS Virtual Private Cloud ( VPC ) - VPC Subnets, Route Table Management, Internet Gateway, VPC Peering ( Same Region & Cross Region ), NACL ( Network Access Control List ), VPC Endpoints, NAT Gateway, Transit Gateway.
- AWS Command Line Interface (CLI)
These AWS projects reflect my expertise in AWS services and demonstrate my ability to design, Implement and manage cloud infrastructure solutions for enhanced scalability, reliability, and security.
Additional Information
Father's Name : Late. Mohd Karamsher khan
Gender : Male
Marital Status : Unmarried
Nationality : Indian
Hobbies : Playing Cricket, Volleyball and Singing
Timeline
Sr. Executive IT Support
AAFT E-Learn Pvt. Ltd
04.2022 - Current
Technical Support Engineer
Getronics Solution India - Client Site ( Ford India Pvt. Ltd )
08.2019 - 04.2022
IT Infra Technician
Katalist Viewspaper Pvt. Ltd
07.2018 - 07.2019
Computer Hardware & Networking Trainer
Mindsharper Educational Society, PMKVY
01.2018 - 06.2018
Bachelor of Arts - Arts
Dr. Ram Manohar Lohia Avadh University
12th -
BPH Enter Collage
10th - BPH Enter Collage
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