Abdul Rehman Sharif
Mumbai
Summary
Technical support professional with robust background in resolving technical issues and enhancing user satisfaction. Known for effective troubleshooting and problem-solving skills, consistently ensuring smooth system functionality. Highly collaborative team member focused on achieving results and adapting to evolving needs, with strong communication and technical skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Tech Mahindra PVT LTD
11.2019 - 11.2021
- Duration: 2 years.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
System administrator
HDFC bank PVT LTD (TCS client)
11.2021 - Current
- First-Level Troubleshooting: Desktop issues, software problems, and system performance.
- Remote Assistance: Diagnose and resolve issues remotely with step-by-step guidance.
- Mail Alert Escalation: Set up email alerts for server down/app hanging thresholds.
- Local Repositories (YUM): Configure and create local repositories on Linux systems.
- Partition Management: Create and mount partitions on Windows and Linux.
- Windows OS Support: Troubleshoot and configure Windows 7, 8, and 10.
- Microsoft Outlook Configuration: Set up and troubleshoot Outlook accounts (SMTP/POP/IMAP).
- Software Installation: Guide through installation of various software.
- LAN Installation & Troubleshooting: Install and troubleshoot LANs, IP configurations.
- OS Installation: Assist in installing Windows 7, 8, 10, and drivers.
- Hardware/Software Troubleshooting: Diagnose hardware/software issues.
- OS Patching: Assist in patching Windows and Linux systems.
- Kernel Upgrades: Guide through kernel upgrades for Windows and Linux.
- Windows/Linux Troubleshooting: Resolve OS-specific issues (errors, crashes).
- Vendor Coordination: Liaise with Microsoft and Red Hat support.
- Change/Release Management: Create and track change IDs for system modifications.
- Baselines Creation: Create and push baselines using IBM tools.
- Pre-Checks & Backups: Perform system checks, backup critical data.
- OS Patching Follow-Up: Ensure successful patching and troubleshoot issues.
- VM Snapshot/Backup Management: Take and manage VM snapshots and backups.
Education
M.SC - Information Technology
Mumbai University
10.2020
B.SC - Information Technology
Mumbai University
04.2018
HSC - undefined
Maharashtra State Board
02.2014
SSC - undefined
Maharashtra State Board
03.2012
Skills
- Microsoft Windows Administration
- System Administration
- Server Administration
- Technical support
- Desktop support
- Hardware support
- Product services
- Trouble shooting with Microsoft and Red hat support
- VMware, VSphere
- VM backup creation, deletion
- Backup and recovery
- Laptop reimaging
- Application support
Certification
- Certification Hardware & networking (ICT703)
- Certification Microsoft windows server 2016
- Pursuing AWS (Amazon web services)
Language
English & Hindi
Timeline
System administrator
HDFC bank PVT LTD (TCS client)
11.2021 - Current
Technical Support Engineer
Tech Mahindra PVT LTD
11.2019 - 11.2021
B.SC - Information Technology
Mumbai University
HSC - undefined
Maharashtra State Board
SSC - undefined
Maharashtra State Board
M.SC - Information Technology
Mumbai University
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