Akmal Khan
Gurgaon
Summary
7.6 years of experience as Sr. Technical Engineer in IT Tech Support & System Administration. Specialised in Active Directory, Exchange, RDS, Ms Azure, AWS, Salesforce CRM, Service Desk, ZoHo Desk, Citrix tools and Network Protocols.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr. Technical Support Engineer
Universal Technology Services Pvt Ltd
01.2022 - Current
- Create, Manage and configure User accounts over AD & Exchange, Azure and VMs
- Troubleshooting and configuration on several tools like O365, Oracle 11i, Capps, RDS and Citrix
- Working on various tools having Administrator rights, like Putty, Duo, RDP, TAC RDS & Server
- SCCM Integration with Intune, SIEM, Azure Sentinel, PowerShell, Exchange, (WSUS), (WDS), Windows server backup, DSRM, DNS and DHCP and Mime-cast
- SharePoint, Cisco Finesse, Cisco Jabber, Cisco IP communicator, Cisco VPN, Duo mobile authentication security MFA, SSO and SAML
- Monitoring the systems and devices using Crowd-strike, Control UP and Tanium
- Using Service Desk Plus and Salesforce Ticketing tool, Teams Channel to share KB
- Assisting in maintaining network security, data backup, fixing network faults and redundancy strategies and ensuring the highest levels of systems availability
- Resolving incident coordinating with IT teams Security, Network, Comms, SharePoint, SQL Database, Oracle, DevOps, Insyght and all other IT teams to run the process smoothly
- Install, configure, test and maintain OS, preparing new machine and applying Intune policy
- Proxmox, VMware environment including machine creation and configuration
- Managing O365 licences over Azure AD and ECP portal to create and manage user's mailbox
- Incident Management, ITIL process, worked on IPS/IDS network security solutions
- Managed 20 members of team as on Sr Tech Profile and taking responsibility of the shift
Lead Technical Operations
Concentrix (Dell)
10.2019 - 12.2021
- Diagnose the systems for H/W parts like, Ram, HDD/SSD, Motherboard, SMPS, Processor, Heatsink, LCD etc
- Research, troubleshoot and resolve complex problems independently
- Managed 30 members of team as on Profile of L2 and guided, trained them on real time basis
- Worked with field engineers to resolve complex issues at client location
- Testing and fixing faulty equipment, worked on tools horizon environment, Salesforce CRM, Citrix tools like Delta, SATC, OKB, CDAT for dispatching, knowledge base, error validation
- Splunk tool, Splunk search, Creating Dashboard, Generating Reports, Splunk Log management
- Commended for quickly resolving complex issues including system crashes, network problems, virus infections, Hardware, firmware and more about the replacement for WUR, DOA & damaged parts
- Core knowledge about the Dell Hardware/firmware products like Desktop and Laptops
- Worked in pressure and handled escalation cases to deliver the services as per the client's priority
- Did RCA for the agents on customer's rating and giving them training on their performance
Network Engineer
BhaiFi Networks Pvt Ltd
01.2019 - 08.2019
- Configured and installed routers, switches and wireless controllers and support remotely
- IT Project Auditing, Designing of Network Structure to do WLAN setup as per client need
- Strong knowledge of TCP/IP, ping, traceroute, Netcat, TCP dump, Wireshark, nslookup, etc
- Lead to Technical Project Deployment in PAN India coordinating with Engineers & Vendors
- Worked with outside vendors and teams for deployment of the site network infrastructure
- Maintained all network and controller device configuration, updating firmware version regularly
Support Executive
World Phone Internet Services
01.2017 - 01.2019
- Day-to-day network performance monitoring, network troubleshooting and fault analysis
- Handled on-call and remote support for critical issues of Lease Line, FTTH and VoIP users
- Management of routers, switches, firewalls, IPS, load balancers etc
- Recognizes issues by identifying thresholds, reporting violations
- Worked on Mikrotik Firewall to configure client Networking Wi-Fi routers and devices
- Prepare reports, research over firewalls, tools to find the root cause and bugs
- Monitored network over PRTG graph tool and Wireshark, used Avaya and EPBX for call routing.
Education
Bachelor of Arts -
Calcutta University
06-2015
Intermediate (+2) -
U.P Allahabad Board
06-2012
10th -
U.P Allahabad Board
06-2010
Skills
- Salesforce CRM
- ZoHo Desk CRM
- Azure cloud
- AWS
- Citrix
- Firewalls
- Active Directory
- WSUS
- LAN configuration
- WLAN configuration
- VPN setup
- VLAN configuration
- Port forwarding
- Network firewalls
- Outlook
- OSI Model
- TCP/IP
- Transmission media
- Networking devices management
- Routing protocols
- RIP
- BGP
- OSPF
- M365 services
- Exchange
- M365 applications
- DHCP configuration
- DNS configuration
- RDP
- VMware
- Security groups
- GitHub
- Chef
- Jenkins
- Terraform
- Python
- Incident Management
- Linux
Certification
- CCNA Cisco Certified Network Associate, 02/27/24, 02/27/27
- Azure Fundamentals (AZ-300)
- Azure Fundamentals (AZ-900)
Personal Information
- Father's Name: Mr. Moinuddin Khan
- Date of Birth: 11/13/95
Languages
Hindi
First Language
English
Proficient
C2
Urdu
Proficient
C2
Timeline
Sr. Technical Support Engineer
Universal Technology Services Pvt Ltd
01.2022 - Current
Lead Technical Operations
Concentrix (Dell)
10.2019 - 12.2021
Network Engineer
BhaiFi Networks Pvt Ltd
01.2019 - 08.2019
Support Executive
World Phone Internet Services
01.2017 - 01.2019
Bachelor of Arts -
Calcutta University
Intermediate (+2) -
U.P Allahabad Board
10th -
U.P Allahabad Board