Fazal Imam
New Delhi
Summary
Dynamic Technical Specialist with extensive experience at HCL Technologies, excelling in Windows Server management and server build. Proven track record in executing successful completion of multi-site cluster configuration. Adept at troubleshooting complex issues while mentoring teams, ensuring high-quality support and client satisfaction. History of maintaining equipment, updating software, and handling network security with an organized and systematic focus. Strong multitasker with excellent communication and planning abilities. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Technical Specialist
HCL Technologies Pvt. Ltd.
06.2013 - Current
- Served as L2 and collaborated with L3 infrastructure support team. Troubleshooting all issues related with Windows Servers (Hardware and VM)
- Working on vSphere vcenter, Providing L2 support related to VMs hosted on ESXi across multiple sites.
- Configuring and managing Windows failover cluster and services
- Hyper-v related V2v migration from 2016 server to Win Server 2019 and 2022
- Deployment of Virtual Machines (VM) and templates, Physical to Virtual conversions (P2V).
- Working on storage devices NAS and SAN, and resolving of Veritas Commvault Backup issues
- Perform planned Firmware upgrades and co-ordinate with the Data Centre management Team.
- Followed policies and procedures for change, problem, and incident management.
- Server hardware maintenance for HP servers.
- Resolved SLA tickets by prioritizing issues. Provided remote support for troubleshooting network and login problems.
- Working on DR site testing and validation activity changes.
- Patching Management/ Deployment through Bigfix and manually on all Windows servers in the environment.
- Server vulnerability troubleshooting.
- Peer- Review to decommission servers (Hardware and VMs)
- ITIL process handling according to given SLA.
- Update the status of service calls to the customer on regular basis till closure.
- Providing limited L2 support over cloud platform AZURE.
- Assisted in creating quality processes including templates and snapshots checkpoint.
- Taking follow ups directly from Client via email, call, Ms-Teams.
- Achieved Silver and Gold membership in HCL comnet jewels club, recognizing contributions to the organization.
- Received (WYGIWYG) certificate in recognition of outstanding performance and contributions to team goals.
- Completed internal Windows L3 Academy training
Technical Support SR. Associate
Dell International Services Pvt. Ltd.
01.2017 - 07.2022
- Installation, configuration and troubleshooting of the Windows all Client OS XP, 2003, Vista, Win 7/8/10.
- Installation, configuration & troubleshooting of Microsoft outlook 2003, 07, 2010 & 2013.
- Installation, configuration & troubleshooting of Desktop / Laptops / Printers.
- Monitor Incident queue & calls on E-helpline tool.
- Installing and Troubleshooting of antivirus McAfee and Symantec.
- Worked as a dispatcher. Review and process computer hardware component dispatches for all LOBs.
- Taking dispatch training sessions for new teams on the floor.
- Monitor the case log and check the parts being sent as per the policies.
- Provide feedback when the case log and parts are not as per the policies.
- Handling escalation call for the team in absence of TSS.
- Took initiative for handling dispatch Management (Part compatibility and troubleshooting accuracy)/Approvals for the team.
- Maintaining and Publishing track of daily, weekly and monthly dispatch reports created from available tools.
- Mentoring, coaching and assisting the new team members (Process Updates and Feedback)
- Printer’s servicing on monthly basis.
- Work on Dell Service Desk Tools.
- Desktop support including O/S, Antivirus software, client applications & Adobe software
- Awarded thrice for special contributor in quarterly business review.
- Best Productivity throughout the year
Education
B.B.A. -
NIMS
New Delhi12th -
CBSE Board
Bokaro Steel City10th -
CBSE Board
Bokaro Steel CitySkills
- Windows Server OS 2022, 2019
- Azure/ AWS/ Nutanix Cloud
- DNS
- DHCP
- Failover Clustering
- Server role features installation
- Powershell
- Disaster Recovery
- File Print servers
- RCA preparation
- Hyper-V
- P2V migrations
- V2V migrations
- Vlan issues
- iSCSI storage
- EMC storage
- Patch management
- Vulnerability remediation
Certification
- MCSA (Microsoft Certified Solutions Associate)
- MS Azure Administrator (AZ-104)
Languages
- English
- Hindi
Personal Information
Hobbies: Playing Cricket & Football, Watching Movies
Disclaimer
I hereby declare that the above Information is true to the best of my knowledge and belief., Fazal Imam
Timeline
Technical Support SR. Associate
Dell International Services Pvt. Ltd.
01.2017 - 07.2022
Technical Specialist
HCL Technologies Pvt. Ltd.
06.2013 - Current
B.B.A. -
NIMS
12th -
CBSE Board
10th -
CBSE Board