Windows
A Azeem Shaikh
Desktop Support Engineer
Pune
Summary
Experienced Technical Support Engineer familiar with user support and root cause analysis. Advanced knowledge of Hardware operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
L2 Desktop Support Engineer
CREDO IT SERVICES
PUNE
08.2019 - Current
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configured hardware, devices and software to set up work stations for employees.
- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Documented support interactions for future reference.
- Performed encryption, firewalls and patch management to implement and maintain system security.
- Assisted end-users with conference room equipment setup and operation.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored systems in operation and quickly troubleshot errors.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
- Patiently walked individuals through basic troubleshooting tasks.
- Monitored system performance to maintain system integrity.
- Configured and installed computer systems for other sub-organizations.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Identified scope of problem and provided operational and technical assistance to remedy.
L1 Desktop Support Engineer
STAR Computers
PUNE
07.2018 - 07.2019
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Designed tailored engineering solutions for customers based upon key requirements.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Updated and maintained current customer support database.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Traveled with sales engineers on customer site visits to respond to specific technical questions.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
Education
Bachelor of Science - Computer Science
University of Pune
Maharashtra, INDIA 07.2009 - 04.2012
Higher Secondary School Certificate - Science Education
Poona College of Arts, Science And Commerce
Maharashtra, INDIA 08.2007 - 03.2009
Secondary School Certificate - Schooling
Moledina Technical High School
Maharashtra, INDIA 03.2006 - 07.2007
Skills
Technical Analysis
Debugging skills
Technical Support
Hardware and software installation
TCP/IP
Desktop support
Data recovery
Application support
Technical issues analysis
Software
Microsoft Office
Timeline
L2 Desktop Support Engineer
CREDO IT SERVICES
08.2019 - Current
L1 Desktop Support Engineer
STAR Computers
07.2018 - 07.2019
Bachelor of Science - Computer Science
University of Pune
07.2009 - 04.2012
Higher Secondary School Certificate - Science Education
Poona College of Arts, Science And Commerce
08.2007 - 03.2009
Secondary School Certificate - Schooling
Moledina Technical High School
03.2006 - 07.2007