Summary
Overview
Work History
Education
Skills
Websites
Certification
Currentlylearning
Technicaltools
Languages
Timeline
Generic

Atib Khan

Bangalore

Summary

A highly motivated Technical / Application Support Engineer with experience in providing technical support and troubleshooting for enterprise-level applications within the services sector. Skilled in resolving complex issues related to software applications, network connectivity, cloud security, and systems integration, with a strong focus on root cause analysis and incident management. Proficient in utilizing support tools such as ServiceNow, JIRA, and Autotask to streamline processes and enhance issue resolution efficiency. Experienced in collaborating with cross-functional teams and managing vendor relationships to ensure timely issue resolution and exceptional customer satisfaction. Skilled in handling B2B and B2C environments, providing voice and chat support to deliver high-quality service and maintain client trust. Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic, and repair skills combined with strong attention to detail and systematic approach. Solution-focused Technical Support Analyst known for productivity and efficient completion of tasks. Specialize in troubleshooting software issues, managing network configurations, and implementing data security measures. Excel in communication, problem-solving, and adaptability, ensuring seamless support and customer satisfaction.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Application / Technical Support Analyst

Value Point Systems
Bangalore
10.2023 - Current
  • Delivered first-line technical support, resolving escalated issues for enterprise applications using tools like ServiceNow, JIRA, and Autotask
  • Configured and maintained email security policies, including domain whitelisting, blacklisting, and spam filtering in Microsoft 365, Mimecast, and Proofpoint
  • Resolved technical issues involving VPN configurations, virtual machines, printers, scanners, and routers, ensuring seamless operations and minimal downtime
  • Administered and optimized Azure SQL databases, focusing on performance tuning, access control, and regular maintenance
  • Provided support for internal and third-party applications, ensuring data accuracy and seamless system integration
  • Conducted root cause analysis and collaborated with teams and vendors to implement effective long-term solutions
  • Managed user and group policies in Active Directory and Azure AD, ensuring secure access control and compliance
  • Developed and maintained comprehensive technical documentation to enhance team efficiency and streamline troubleshooting
  • Worked as part of the Data Maintenance Team, managing tasks related to new hires, terminations, license assignments, and internal and third-party applications support for field technicians

UI Developer / Technical Support Engineer

Way 2 Websoft Technologies Pvt Ltd
08.2020 - 10.2023
  • Functioned as the primary contact for technical support, managing enterprise-level applications and systems via phone, email, and tools like ServiceNow, JIRA, and Autotask
  • Delivered technical support for tasks such as MFA resets, license assignments, access delegation, account lockouts, password resets, user creation in Microsoft Admin, and managing distribution lists and mailboxes while ensuring SLA compliance
  • Diagnosed and resolved hardware, software, and network issues promptly, leveraging remote tools to minimize downtime and maintain client satisfaction
  • Conducted root cause analysis for recurring issues, collaborating with teams and vendors to implement lasting solutions
  • Maintained detailed technical documentation to improve team efficiency and streamline future support efforts
  • Supported system deployments, updates, and maintenance with minimal disruption, ensuring alignment with business and security requirements
  • Monitored system performance proactively, reducing incidents and enhancing service reliability
  • Worked with cross-functional teams to design and evaluate user-friendly solutions, applying Web and Graphic Design expertise to improve workflows and client experiences

Education

Bachelor of Science - BCA

Bangalore University
Bangalore
08-2020

High School Diploma -

PUC College
Bangalore
06-2017

High School Diploma -

New Indian Public School
Bangalore
05-2015

Skills

  • Enterprise Expertise
  • Technical SaaS & Cloud Solutions
  • Soft Skills
  • Incident Management
  • Territory Management
  • Mentorship
  • Communication
  • Organizational Skills
  • Decision Making
  • MS Office
  • Adobe
  • Splunk
  • Active Directory Services
  • ServiceNow
  • Autotask
  • JIRA
  • Microsoft Administration
  • Exchange Mail service
  • G-Suite Applications
  • AWS Applications
  • PCs
  • Laptops
  • Printers
  • Scanners
  • LAN
  • VPN/Remote Connectivity
  • TCP/IP
  • Windows
  • Mac
  • IOS
  • Android
  • RSA

Websites

Certification

MSP(Managed Services Program) Technical Support Certificate

Currentlylearning

  • AZ 104
  • Automation
  • Patching
  • PowerShell CLI, & Bash

Technicaltools

  • Software - MS Office (Outlook, Team etc.), Adobe, Splunk
  • Tools - Active Directory services, ServiceNow, Autotask, JIRA, Microsoft Administration
  • Exchange Mail service, G-Suite Applications, AWS Applications.
  • Hardware - PCs, Laptops, Printers & Scanners
  • Networking - LAN & VPN/Remote Connectivity, TCP/IP
  • Platforms - Windows, Mac, iOS and Android
  • Tools - ServiceNow, RSA, Exchange Mail service, Office 365

Languages

English
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Kannada
Advanced (C1)
C1

Timeline

Application / Technical Support Analyst

Value Point Systems
10.2023 - Current

UI Developer / Technical Support Engineer

Way 2 Websoft Technologies Pvt Ltd
08.2020 - 10.2023

Bachelor of Science - BCA

Bangalore University

High School Diploma -

PUC College

High School Diploma -

New Indian Public School

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