Automation-focused IT Support Engineer with 4+ years of experience supporting enterprise environments at scale. Specialized in Python-based automation, operational tooling, and system troubleshooting that reduced manual effort by up to 90%. Proven track record in incident response, process improvement, and data-driven reporting. Recognized with global awards for customer obsession and high-impact incident resolution. Utilizes advanced problem-solving skills and technical acumen to enhance system performance and reliability. Knowledge of project management and systems analysis, ensuring efficient and effective project execution.
Hi, I’m
AMER KHAN
IT Engineer
Hyderabad
Summary
Overview
5
years of professional experience
8
Certifications
4
Languages
Work History
Amazon Development Centre (India)
IT Support Associate II
05.2022 - Current
Job overview
- Designed and deployed Python-based automation for ITS SIM ticket reporting, reducing report creation time from 45–60 minutes to 3–5 minutes and saving 8–10 hours per week.
- Built end-to-end automation using Selenium, Pandas, win32com, Excel, and HTML dashboards; eliminated manual errors and ensured consistent reporting.
- Packaged automation as a standalone executable requiring zero technical setup, enabling easy adoption across teams.
- Led bulk account enablement for 300+ vendor users after mass terminations, restoring access within hours and preventing operational downtime.
- Authored and enhanced 20+ knowledge base articles, reducing recurring incidents by 20–40% across Windows, macOS, networking, printing, and collaboration tools.
- Acted as escalation point for high-impact incidents, consistently meeting SLAs under pressure.
Tech Mahindra Ltd.
Technical Support Associate
02.2021 - 05.2022
Job overview
- Delivered enterprise technical support in high-volume environments while maintaining SLA compliance.
- Reduced system downtime by ~30% through proactive monitoring and root cause troubleshooting.
- Mentored junior team members and contributed to improved team performance and engagement.
Education
Lords Institute of Engineering & TechnologyHyderabad
Bachelor of Technology (B.Tech)
01-2020
University Overview
Sri Chaitanya Jr KalasalaTelangana, India
Intermediate Board of Secondary Education from M.P.C
04.2001
University Overview
Prosper Talent SchoolHyderabad, India
S.S.C
04.2001
University Overview
Skills
IT Operations
Incident & Problem Management
Windows 10/11
macOS
Linux
Active Directory
Asset Management
Access Management
Python Automation (Selenium, Pandas)
SQL
AWS
Excel Automation (VBA)
Knowledge Base Authoring
Root Cause Analysis
Network administration
IT documentation
System administration
Information security
Remote support
Technical analysis
Certification
SQL:Data Reporting and Analysis
Timeline
IT Support Associate II
Amazon Development Centre (India)
05.2022 - Current
Technical Support Associate
Tech Mahindra Ltd.
02.2021 - 05.2022
Sri Chaitanya Jr Kalasala
Intermediate Board of Secondary Education from M.P.C
04.2001
Prosper Talent School
S.S.C
04.2001
Lords Institute of Engineering & Technology
Bachelor of Technology (B.Tech)
AWARDS & RECOGNITION
AWARDS & RECOGNITION
Global Firefighter Award – Q1 2025, Global Customer Whisperer Award – Q4 2024, Multiple customer shout-outs for ownership and rapid incident resolution