Summary
Overview
Work History
Education
Skills
Timeline
Generic

Azaz Khalifa

Service Desk Support Analyst
Vadodara

Summary

I am a dedicated Service Desk Analyst with a strong background in providing exceptional technical support to retail clients across the UK, Europe, and the U.S. My commitment to customer service excellence, combined with strong technical skills, sets me apart. I specialize in POS solutions, Application Support, IT service management, user management, hardware, and networking. I am passionate about delivering high-quality service through my expertise in service desk operations, as well as my strong interpersonal and customer interaction skills. I take pride in efficiently addressing user issues, and I'm known for my exceptional problem-solving abilities, ensuring that their technology needs are met promptly and effectively.

Overview

8
8
years of professional experience

Work History

Service Desk Support Analyst

PMC Retail
07.2023 - Current
  • Provide technical support to retail clients across the UK, Europe, and the US.
  • Utilize ITSM portals like FreshService and Jira to create and manage tickets.
  • Diagnose and troubleshoot technical issues, including account setup and network configuration.
  • Communicate technical and product help verbally to clients, providing step-by-step guidance.
  • Familiarity with remote desktop applications.
  • Hands-on experience with Windows environments.
  • Hands-on experience with Oracle and Linux-based POS systems.
  • Conduct research to identify solutions to software and hardware issues.
  • Follow best ITIL practices and SLA for incident management.
  • Collaborate with team members to resolve complex issues.
  • Provide regular client and internal updates on incidents and activities.

Sourcing Specialist

Unite Computech Info India Pvt Ltd
03.2022 - 03.2023
  • Sourcing for all contract roles for our client.
  • Reviewing resumes for credentials for appropriateness of skill, experience, and knowledge of position requirements.
  • Using job boards: Monster, Dice, TechFetch, LinkedIn, and Internal Databases.
  • Sourcing with Boolean searches and attracting candidates by using Databases and social media.
  • Creating and Writing Job Description to attract suitable candidates.
  • Coordinating with Recruiters to follow up with candidates.
  • Sourced candidates for: Project Manager, Business Analyst, Cyber Security Specialist, .NET Developer, Java Developer, Oracle Developer, Siebel Developer, System Engineer, Network Engineer, Technical Writer, etc.

Help Desk – IT Support

Airlink Communications Ltd
09.2017 - 12.2018
  • Creating and managing tickets in the CRM system for issue tracking and resolution.
  • Providing technical support to customers for network issues.
  • Providing answers to customers by identifying problems, researching answers, and guiding them through corrective steps.
  • Working on network monitor software to ensure proper network environment.
  • Coordinating with Network Engineers to resolve issues within stipulated time periods.
  • Using technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).
  • Understanding and executing against agreed processes for implementing fixes/changes.
  • Ensuring that interested parties are clear on status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.
  • Providing regular client and internal communication on assigned activity and incidents.

Education

Bachelors - Computer Application

Parul University
01.2022

Hardware & Network Certified Engineer - Information Technology

IANT
Surat
04.2001 -

Higher Secondary School - undefined

Naran Lala School
01.2016

Skills

  • Oracle SQL

  • Windows Knowledge, understanding of Active Directory, basic knowledge of Unix/Linux and Batch Scripting

  • Knowledge of Windows infrastructure services (DHCP, DNS, Active Directory, and NTFS)

  • Strong communication skills to work with clients and assist non-technical users with troubleshooting remotely

  • Microsoft Office

  • Hardware and Network troubleshooting

  • Software troubleshooting

  • Experience with POS systems

  • Willingness and ability to quickly learn new technologies

Timeline

Service Desk Support Analyst

PMC Retail
07.2023 - Current

Sourcing Specialist

Unite Computech Info India Pvt Ltd
03.2022 - 03.2023

Help Desk – IT Support

Airlink Communications Ltd
09.2017 - 12.2018

Hardware & Network Certified Engineer - Information Technology

IANT
04.2001 -

Higher Secondary School - undefined

Naran Lala School

Bachelors - Computer Application

Parul University

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Azaz KhalifaService Desk Support Analyst