Irfan Naik
IT Support Engineer
Mumbai
Summary
Experienced IT professional with over 13 years of experience in technical support and infrastructure management, currently serving as an IT Support Engineer-I at Amazon Seller Services Pvt. Ltd. since 2013. I possess comprehensive expertise in managing IT infrastructure, including end-user support, network management, asset management, and vendor coordination across multiple fulfillment centers. As a B.Com graduate from Mumbai University with certifications in Hardware & Networking from Jetking and Microsoft 70-410, I have successfully contributed to major organizations including KLG Systel, Kaizen IT (IBM client), and Wipro Infotech in various IT support roles
Overview
17
17
years of professional experience
1
1
Certification
Work History
IT Systems Associate
Amazon Seller Services Pvt Ltd
Mumbai
11.2014 - 06.2022
- Tech Support
- Technical Support to end users at site and remote support to child sites (10 nos.) in terms user management, system management, RMA etc.
- Monitoring ticket queue and resolving escalated and critical tickets.
- Installation and troubleshooting of windows and MAC laptops, desktop, thin clients with Windows10/MAC/Linux (customize os).
- In-house repairing and troubleshooting of HP Laptops and Desktops.
- Installation and troubleshooting of network printers such as HP LaserJet and Zebra thermal printers, Polycom IP phones, HP Thin clients, USB & Wireless Scanners.
- Responsible for high severity ticket coordination & follow up with global network or server team.
- Responsible for IT Compliance for OS Patches deployments for Wireless RF Scanners.
- SPOC for IT Team when communication with operations and support partners.
- Mobile Device Management (MDM)
- Network Infra Management
- Monitoring internet leased lines and follow up with respective stake holders in case of downtime.
- Monitoring & Management of Network infra with access switches (Cisco2960, 9300), distribution switches (Cisco 3750 & 9500), agg routers (Cisco 4510), ISP Router (Cisco ASR1001), WLC Controller (Cisco 9800), Access Point (Cisco 3802i) and local end user network related issues in FC. In addition, responsible for cisco switches and router installation and IOS upgrade.
- Responsible for configuring and maintaining CCTV Camera's and Media Servers.
- Administration and management of 3P Network provided to 3 party vendors.
- Heat index device installation and configurations.
- Provided technical support for hardware and software issues, enhancing operational efficiency and minimizing downtime for users.
- Collaborated with cross-functional teams to troubleshoot and resolve complex IT problems, improving user satisfaction and response times.
- Monitored system performance metrics and conducted routine maintenance, ensuring optimal functionality and proactive issue resolution.
- Assisted in the implementation of new software tools, streamlining processes and enhancing team productivity across departments.
IT Administrator
KLG Systel Private Limited
06.2010 - 05.2013
- Configuring and Troubleshooting of Wireless network
- Installation and troubleshooting of Network Printer
- AVG antivirus updating and troubleshooting
- Troubleshooting Outlook Express
- Installation and Troubleshooting of Windows Vista
- Troubleshooting of Windows 7
- Installation of Active Directory
- Provide technical support to BEST application ‘Vidushi’ which is web based.
- Provide first level of support to user regarding application related issue
- If issue is not resolved the assigned to Development team.
- Coordinating with Development team regarding application related issues
- Provide the details to user regarding new changes or modification in Application.
- Reset the password of user
- Unlock the user account.
Desktop Engineer
Kaizen IT Service (IBM Client)
09.2009 - 06.2010
- Managed end-to-end desktop support including VDM client deployment, Citrix applications, and IP phone configuration
- Implemented system imaging solutions using LANDesk software for efficient workstation deployment
- Provided L1 network support and handled escalations to ensure minimal system downtime
- Administered remote troubleshooting for user applications and maintained endpoint security through McAfee antivirus
- Configured and maintained wireless networks and Outlook environments for optimal performance
Desktop Engineer
Wipro Infotech
Mumbai
12.2008 - 09.2009
- Managed diverse IT infrastructure, including Windows OS (XP, 2000, 2003) installations and troubleshooting
- Implemented and maintained enterprise applications such as SAP, Lotus Notes, and Open Office
- Administered user accounts, network drives, and access permissions to ensure data security
- Configured and maintained various hardware including network printers and barcode printers
- Performed daily server backups and maintained endpoint security through Symantec Antivirus
- Provided comprehensive desktop support, resolving issues related to email clients (Outlook Express) and other productivity tools
IT Systems Associate
Amazon Development Center India Pvt Ltd.
Mumbai
06.2022 - Current
- Tech support & IT asset management
- • Asset liquidation process (E-waste) and approvals.
- • Maintaining IT store with sufficient IT stock.
- • Technical support to end user computing
- • Help Desk Support and IT service delivery
- • Service Desk function and Remote Desktop Support
- • ServiceNow and Manage Engine
- • Incident Management
- • Access Management
- • Customer experience, Customer Satisfaction (CSAT) and feedback resolution
- • IT team Roster preparation & task allocation
- • Technical documentation as like Knowledge base, Policies
- • Webcast broadcasting and Video and Audio Conferences
- • Audio Video (AV/VC) devices & Projectors
- • Administration of Operating systems such MacOS, Windows and Linux
- • Hardware Service & Repair
- • Software Installation and Troubleshooting
- • Microsoft 365
- • Bring Your Own Device (BYOD)
- • New hire onboarding
Education
Bachelor of Computer Commerce -
Mumbai University
MaharashtraSkills
IT Support – Troubleshooting
Hardware/Software, Basic Networking LAN/WAN, Servers, Laptop/desktop, Network Printers, Scanners, AV/VC devices, Barcode zebra printers
Operating System
Windows, Linux (RHEL, CentOS, Ubuntu), Mac
Technical IT Support
MS Office, Office 365, OS level issues, Hardware support, Remote/Onsite Support
Technical Documentation
White paper, Project related documents, Knowledge base articles, Wiki's
System Administration
Installing, configuring, and updating operating systems, Managing system security patches and u Troubleshooting system issues
Certification
Microsoft 70-410
Timeline
IT Systems Associate
Amazon Development Center India Pvt Ltd.
06.2022 - Current
IT Systems Associate
Amazon Seller Services Pvt Ltd
11.2014 - 06.2022
IT Administrator
KLG Systel Private Limited
06.2010 - 05.2013
Desktop Engineer
Kaizen IT Service (IBM Client)
09.2009 - 06.2010
Desktop Engineer
Wipro Infotech
12.2008 - 09.2009
Bachelor of Computer Commerce -
Mumbai University