ARIF KHAN

• Providing technical support over the phone to all IT users
• Handling incoming incidents via the phone / e-mail promptly and effectively
• Diagnosing and resolving a wide range of technical issues over the phone
• Provide troubleshooting and configuration support for client desktop and Networking environment
• Answering & responding to all calls & requests within agreed time scales
• Adhered to rigorous standards for customer service, merchandising, operational safety and store security policies and guidelines
• Participated in weekly team meetings to develop better plans and revise proper protocols to meet objectives

• Responsible for taking & logging incoming calls & providing efficient customer support for all 1st Line issues relating to Servers, Desktops, Laptops and peripherals
• Supporting over 40 Countries & on average answering 30 IT calls a day
• Handling incoming incidents via the phone / e-mail promptly and effectively
• Diagnosing and resolving a wide range of technical issues over the phone
• Take ownership of a call and seeing it through to closure
• Escalating calls and issues where necessary to senior managers & team leaders
• Investigating and implementing ways of reducing calls to the Help Desk
• Provide troubleshooting and configuration support for client desktop and Networking environment
• Answering & responding to all calls & requests within agreed time scales
• Used Jira and SupportNow to report issues
• Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects

Responsible for creating tickets and doing the health check of servers. Also running the transactions of the clients on mail request. Also had to do reboot of the servers on every Saturday night by logging into putty and executing some UNIX Commands.

• Creating tickets according the Emails received and assigning it to the L2 Support Teams
• Doing the health check of the servers at given point of time and If needed, doing the restart of the server
• Pushing the cash to clients from a Unix Server by running several commands
• Executing Unix scripts to ensure the cash flow is made smoothly
• Performing the weekend reboots of the server by logging in to Putty