Ahmed Raza
PATNA
Summary
IT support professional with 8+ years delivering L1/L2 support for international voice applications. Expertise in incident management, application troubleshooting, and user access management across cloud and on-premises environments. Proficient in Active Directory, Microsoft 365, and Citrix VDI, ensuring SLA-focused resolution.
Overview
1
1
Language
1
1
Certification
11
11
years of professional experience
Work History
Technical Specialist
HCL Tech
02.2024 - 06.2026
- Delivered voice and email technical support for global clients, ensuring timely resolution of issues.
- Provided L1 troubleshooting for GlobalProtect VPN and remote connectivity issues, enhancing user connectivity experience.
- Conducted L1 troubleshooting for GlobalProtect VPN and remote connectivity issues, ensuring prompt assistance to users.
- Troubleshot Outlook, Teams, Windows OS drivers, Microsoft 365, print issues.
- Troubleshot Outlook, Teams, Windows OS, drivers, Microsoft 365, and print issues.
- Resolved password resets using Active Directory and ServiceNow, enabling users to regain access swiftly.
- Installed software remotely using Microsoft Teams and Dameware tools.
- Managed Microsoft 365 licences, distribution lists, and security groups.
- Administered on-premises mailboxes and groups via Exchange Admin Center.
- Escalated critical P1/P2 incidents and updated knowledge base articles.
Senior Systems Admin
ITC Infotech
Bangalore
06.2023 - 12.2023
- Administered and resolved ServiceNow ITSM tickets to close incidents efficiently.
- Maintained 24/7 coverage by managing ongoing voice and email support requests.
- Provided international voice support and delivered global IT assistance through voice, chat, and email.
- Configured and managed network personal and badge printers.
- Set up and supported Intune for device management and compliance.
- Resolved password synchronisation issues by troubleshooting user accounts and implementing solutions for seamless access. issues and user access management requests.
- Coordinated access for shared mailboxes and ensured timely responses to inquiries, along with managing network drives and Outlook profile creation.
- Provided support for cloud PC environments and Citrix dashboards.
- Oversaw asset dispatch and installed IT hardware and software remotely.
- Diagnosed and repaired technical faults using structured troubleshooting methods.
- Supported AS/400 and Aumein servers for enterprise operations.
- Assisted with Microsoft Authenticator and Okta configuration for secure authentication.
- Supported mobile devices for iPhone and Android and configured general settings.
- Demonstrated leadership through teamwork and collaboration across cross-functional environments.
Associate II
UST Global
Bangalore
04.2022 - 09.2023
- Debugged server GPU boards (TH500, GH100, etc.) to ensure optimal performance and reliability of systems.
- Executed and edited Python scripts to streamline server configuration and enhance dashboard functionality.
- Installed, configured, and administered hardware/software, ensuring robust backup and restore processes.
- Utilised ITSM tools for effective ticket management and IT asset tracking.
- Technical Support Engineer @NVIDIA for international users (Taiwan & China).
Advisor II
Concentrix
Bangalore
07.2021 - 04.2022
- Managed incidents/requests via MSD tool, providing dedicated support to VIP/VVIP Lenovo users to enhance user experience.
- Delivered IT support for Lenovo Project as Service Desk Engineer, ensuring timely resolution of technical issues.
- Delivered troubleshooting via email, chat, and calls.
- Compiled daily reports in Excel/Word for team leads, facilitating informed decision-making.
IT System Administrator L1
RASPL
, Bihar
10.2017 - 10.2019
- Installed, configured, and administered software, hardware, and network hosts to ensure optimal system performance.
- Managed backups, restores, printer management, and WDS image creation to maintain data integrity and availability.
- Audited system and network security, managing IT assets to enhance compliance and safeguard organisational resources.
Network Administrator L1
RT Network Solution
, Bihar
02.2015 - 08.2016
- Installed and administered Cisco routers and switches; created WDS images for streamlined deployment.
- Provided troubleshooting support via email, chat, call, and ticket management to resolve technical issues efficiently.
- Configured ISDN and leased lines to ensure reliable connectivity; managed server room shifts for optimal operational support.
Education
Bachelor of Arts - Political Science
KPS College
Bihar01-2019
Intermediate - PCM
Ram Mohan Roy
Patna01-2011
Matriculation - CBSE
JMV RESIDENTIAL
01-2009
Skills
- Technical support escalation
- Remote assistance
- Incident management
- ServiceNow expertise
- Outlook management
- Remote desktop support
- Exchange management
- O365 administration
- Active Directory administration
- Okta administration
- CyberArk administration
- Network troubleshooting
- Software installation
- Database troubleshooting
- Server administration
- Virtual desktop management
- Root cause analysis
- JIRA management
- Remote access tools
- License administration
Languages
English
Proficient
C2
Certification
Hardware & Networking - Hu8bnet, Hu8bnet, 2013-01-01, 2014-01-01, CCNA (R&S), MCSE
Custom
www.linkedin.com/in/ahmed-khan-432439436
Timeline
Technical Specialist
HCL Tech
02.2024 - 06.2026
Senior Systems Admin
ITC Infotech
06.2023 - 12.2023
Associate II
UST Global
04.2022 - 09.2023
Advisor II
Concentrix
07.2021 - 04.2022
IT System Administrator L1
RASPL
10.2017 - 10.2019
Network Administrator L1
RT Network Solution
02.2015 - 08.2016
Bachelor of Arts - Political Science
KPS College
Intermediate - PCM
Ram Mohan Roy
Matriculation - CBSE
JMV RESIDENTIAL