Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Azam Ali Khan

Azam Ali Khan

Bangalore

Summary

Experienced Incident management professional Seeking a responsible and challenging position where my skills will significantly contribute to the overall success of the organization and provide opportunities for my career growth.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Assistant Manager

_VOIS
05.2020 - Current
  • Associating with Priority Tickets handling and Supporting 2nd level team to Resolve the issue.
  • High Priority Tickets handling and Co-ordinating between the 2nd level as well as Resolver teams.
  • Responsible for Escalation Mitigations and making amendments within team.
  • Exporting Tickets to Global Level Teams and Notifying the issue to Higher level.
  • Providing support to the L3 Team whenever required for BAU and other activities.
  • Working on Change Request in excellent level.
  • Taking KT Session/hands on training to L1 Agents.
  • Flex trained and Working in both L1 and L2.
  • Raising tool access requests for team members and new joiners.
  • Handling L1 support Engineer backlog tickets and resolving them.
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
  • Responsible for updating daily chat count reports and pending and backlog ticket reports.

IT Service Desk Analyst

_VOIS
Bangalore
04.2019 - 05.2020
  • Worked as IT Service Desk Analyst in VOIS, Bangalore from 2019 till 2020.
  • Technical Tools: MS Office, Service Now, ITSM, JIRA, BitLocker, Any Desk, Team Viewer, Fast Viewer, Citrix, vSphere, Thousand Eyes, Change Auditor, Wireshark, Nmap
  • Provided deployment end-user support for Windows 10 &11, MS Office 2016, and other desktop Software.
  • Solving issues related to Bit Locker, Active Directory tool, O365 issues, Cisco VPN issues and password issues
  • supporting enterprise services O365, Salesforce, Microsoft cloud and collaboration tools (M365, SharePoint) Administration and Service Desk Management
  • Experience with the Remedy tool and service now Tool for Problem reporting and support. Incident management, Service management, and Request Management Support.
  • Applications Supported Air Watch, MDM INTUNE Company Portal, Symantec VIP, Cyber ARC, MFA.
  • solving issues related to Bit Locker, Active Directory tool, O365 issues, and password issues.
  • Installing and configuring Jabber & Cisco Ip communicator,
  • Importing the Reports from available tools and working around with them to meet BAU.
  • Identifying the Issues and doing Basic level Troubleshooting on Ground Level.
  • Handling internal employees and legacy customers who is working in UK, Romania, Ireland, Hungary, Germany, and Qatar.

Desktop Support Engineer

Fly trap technologies
Erode
03.2017 - 04.2018
  • Installation & Management of Windows Operation Systems (Win 7, Win 8.1, Win 10)
  • Installed and deployed workstations, tablets, cell phones and other IT technology to users.
  • Provided end-user training with IT systems and applications.

Education

Master of Computer Applications -

Bachelor of Computer Applications -

Skills

  • Incident Management
  • Metasploit
  • Vulnerability Assessment
  • Vulnerability Management
  • Network Security
  • Information Security Management
  • Cryptography
  • Firewalls
  • Security Information and Event Management (SIEM)
  • Technical Support
  • Ticket System
  • Configuration & Maintenance
  • Troubleshooting
  • Escalation Management
  • Customer Request Management
  • Planning & Scheduling
  • Team Leadership
  • Operations Management

Certification

  • CEH V12
  • ITIL V4
  • Vulnerability management detection and response
  • NSE 1 NSE 2 Fortinet

Accomplishments

  • Awarded on Vodafone Top performer of the year in 2021,2022 & 2023
  • Awarded on Vodafone Star in 2023 for excellent performance.

Timeline

Assistant Manager

_VOIS
05.2020 - Current

IT Service Desk Analyst

_VOIS
04.2019 - 05.2020

Desktop Support Engineer

Fly trap technologies
03.2017 - 04.2018

Master of Computer Applications -

Bachelor of Computer Applications -

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Azam Ali Khan