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

Azam Ali Khan

Dubai

Summary

With 7+ years of IT support experience, I specialize in delivering exceptional customer service, problem-solving, and proactive technology management. My expertise spans service desk operations, incident management, and end-user support, with a focus on optimizing IT services to enhance organizational success. I am passionate about utilizing my skills to drive operational efficiency and contribute to impactful outcomes, particularly in environments that support educational excellence.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Support Specialist

Vodafone Intelligent Solutions (VOIS)
12.2022 - Current
  • Managed Service Desk operations, overseeing Service Requests (SRs), Incidents (INCs), Problem Backlog Items (PBIs), and Change Requests (CRQs) across both BAU and project-driven environments.
  • Created and maintained daily and monthly reports (MSRs, guidelines, and planned activities) for L1/L2 teams to ensure smooth operations.
  • Utilized industry-standard ticketing tools (BMC Remedy, ServiceNow, Jira) for efficient incident, request, and change management.
  • Led escalation processes and coordinated with global teams to ensure timely issue resolution, keeping senior management informed of critical issues.
  • Developed and implemented Remedy templates, streamlining service desk processes and enhancing operational efficiency.
  • Supported the L3 team with BAU tasks and coordinated high-priority incident resolutions across multiple teams.
  • Spearheaded the migration of over 2000 users to a new SharePoint environment, achieving a 75% reduction in data loss and driving cost savings.
  • Managed tool access requests, onboarded new team members, and ensured smooth transitions for incoming staff.
  • Drove continuous improvement by resolving L1 support backlog, ensuring compliance with SLAs, and maintaining accurate reporting of pending tickets.

IT Service Desk Analyst

Vodafone Intelligent Solutions (VOIS)
04.2019 - 12.2022
  • Provided technical support for internal employees and legacy customers across global regions, including the UK, Romania, Ireland, Hungary, Germany, and Qatar.
  • Delivered end-user support for enterprise services such as O365, Salesforce, Microsoft Cloud, and collaboration tools (M365, SharePoint, Microsoft Teams, OneDrive).
  • Diagnosed and resolved technical issues related to BitLocker, Active Directory, O365, Cisco VPN, password management, and remote desktop connectivity.
  • Installed, configured, and supported collaboration tools including Cisco Jabber, Cisco IP Communicator, and other enterprise applications (e.g., Zoom, Microsoft Teams, Slack).
  • Utilized leading ITSM tools such as ServiceNow , Remedy , Jira Service Management , and BMC Helix for incident, service, and request management.
  • Managed mobile device management (MDM) solutions including AirWatch , Intune , and Company Portal for device enrollment, security, and compliance.
  • Supported multi-factor authentication (MFA) tools like Symantec VIP , CyberArk to ensure secure user authentication.
  • Achieved a 98% user satisfaction rating by efficiently resolving technical issues, maintaining clear communication, and minimizing downtime.
  • Actively participated in knowledge sharing and created FAQs, troubleshooting guides, and self-help documentation to enhance user support and reduce ticket volumes.
  • Worked closely with cross-functional teams, including network, systems, and security teams, to resolve complex technical issues and drive improvements in service delivery.

Desktop Support Engineer

Flytrap Technologies
03.2017 - 04.2018
  • Resolve technical issues related to desktops, laptops, operating systems (Windows 7, 8.1, 10), and software, ensuring minimal downtime for users.
  • Assist in installing and maintaining operating systems and software applications across the company.
  • Develop and update IT guides and procedures to improve team efficiency and reduce training time for new members.
  • Train users on how to use IT systems and applications, helping them solve basic issues independently.
  • Set up and maintain hardware like computers, tablets, and printers, ensuring they work smoothly for end-users.

Education

Master of Science - Computer Applications

Anna University
Chennai, India
06-2016

Bachelor of Science - Computer Technology

Anna University
Chennai, India
05-2013

Skills

  • Ticketing Tools: ServiceNow, Jira Service Management, BMC Remedy
  • Network Monitoring : SolarWinds, ThousandEyes
  • Remote Support & Administration Tools: TeamViewer, Ivanti, FastViewer, Remote Desktop, SCCM, AnyDesk
  • Diagnostic & System Monitoring: Event Viewer, Performance Monitor (Perfmon), Sysinternals Suite, Sar, System Information, Windows Logs
  • Knowledge Management & Collaboration Platforms: Confluence, SharePoint, Microsoft OneNote, ServiceNow Knowledge Base, Microsoft Teams
  • Networking & Security Tools: Wireshark, Nmap, Cisco VPN, Fortinet Firewall, Citrix, OSPF, BGP, MPLS, SD-WAN, VLAN, Subnetting, Routing & Switching
  • Cloud Computing & Virtualization: Microsoft Azure, VMware vSphere, Citrix Virtual Apps & Desktops, Microsoft 365 (O365), SharePoint Online
  • Identity & Access Management (IAM): Microsoft Intune, Azure Active Directory, Multi-Factor Authentication (MFA), CyberArk, Symantec VIP
  • Scripting & Automation: PowerShell, Python (basic), Windows Task Scheduler
  • End-User Support & Troubleshooting: Active Directory (AD), BitLocker, MS Teams, Zoom, Office 365 (O365), SharePoint, Cisco Jabber, Citrix Workspace
  • Incident Management & SLA Adherence: ITIL Framework, Root Cause Analysis (RCA), On-call Support, Incident Lifecycle Management, SLA Tracking, Production Support

Certification

ITIL Foundation Certificate in IT Service Management
CEH V12
CCNA
Microsoft Certified Azure Fundamentals
Microsoft 365 Fundamentals

Accomplishments

  • Top Performer of the Year – Vodafone (2021, 2022, 2023, 2024)
  • Vodafone Star Award (2023) – Recognized for exceptional performance and

Languages

English
Hindi
Tamil
Urdu

Timeline

IT Support Specialist

Vodafone Intelligent Solutions (VOIS)
12.2022 - Current

IT Service Desk Analyst

Vodafone Intelligent Solutions (VOIS)
04.2019 - 12.2022

Desktop Support Engineer

Flytrap Technologies
03.2017 - 04.2018

Master of Science - Computer Applications

Anna University

Bachelor of Science - Computer Technology

Anna University

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Azam Ali Khan