Open To Work
Irfan Naik
Mumbai
Work Preference
Summary
Experienced Technical Support Engineer with 19+ years of delivering enterprise-level IT support across Windows, macOS, and Linux environments. Proven ability to support 1,000+ users, resolve 30-50+ tickets daily, and maintain near 100% SLA compliance. Expertise in Microsoft 365, Active Directory, endpoint management, and networking fundamentals, with a strong track record of resolving escalated issues, supporting executive users, and improving system availability and operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
IT Support Associate II
Amazon Development Center India PVT LTD
06.2022 - 12.2025
- Delivered L2/L3 end-user support across Windows, macOS, and Linux via multi-channel support, achieving high SLA compliance and enhancing user satisfaction
- Troubleshot enterprise tools including Microsoft 365, Zoom, Slack, Amazon Chime, and WorkDocs to minimize downtime and improve productivity
- Diagnosed and resolved LAN, VPN, and network connectivity issues, implementing root cause analysis to reduce recurring incidents by 25%
- Managed Amazon Workspaces (VDI) environments, enabling secure and scalable remote access
- Performed system imaging, provisioning, patch management, and software deployment; resolved system and application failures
- Led User Acceptance Testing (UAT) and supported Server audits, ensuring compliance and zero major audit findings
- Mentored new hires, conducted knowledge-sharing sessions, and contributed to process improvements through audits, reporting, and continuous improvement initiatives
IT Support Associate I
Amazon Seller Services India PVT LTD
06.2013 - 06.2022
- Delivered IT support for 1,000+ users, maintaining 99.9% uptime in a high-demand warehouse environment
- Resolved 30-50+ tickets/day with 95%+ FCR and near 100% SLA compliance
- Served as L2 escalation point, handling P1/P2 incidents and bridge calls, reducing MTTR by 20%+
- Reduced end-user downtime by ~25% through proactive troubleshooting and preventive maintenance
- Managed 500+ devices (Desktops, Laptops, RF scanners, Printers, Thin Clients)
- Performed Windows 10/11 installation, SCCM imaging, and application support
- Provided VIP support with zero escalation breaches
- Managed Active Directory accounts, permissions, and access control
- Monitored 3 ISP leased lines, ensuring
- Managed CCTV infrastructure (5+ servers & controllers) with 24x7 uptime
- Supported child sites during high severity incidents and link failures
- Worked on ITSM tools (ServiceNow/Jira) for Incident, Request & Change Management
- Maintained CSAT > 4.5/5 with consistent service delivery
- Coordinated 24x7 shift roster and on-call scheduling, reducing backlog by 15%
- Acted as SPOC for escalations, outages, and service improvements
- Managed 1,000+ IT assets lifecycle with 100% audit compliance
- Conducted Infra & EUC audits (MDF/IDF) with zero major findings
- Ensured secure e-waste disposal as per compliance
- Published reports on MTTR, SLA, FCR, CSAT, aging tickets
- Prepared Monthly Business Reviews (MBR) for stakeholders
- Developed SOPs and knowledge base, decreasing repeat incidents by 15-20%
IT Administrator
KLG Systems Pvt.Ltd
06.2010 - 06.2013
- Administered Active Directory, user accounts, access control, and password management.
- Managed endpoint security, antivirus, and patch management.
- Delivered comprehensive end user computing support and resolved network issues to enhance user experience.
- Collaborated with application development teams to troubleshoot issues and implement enhancements, improving application functionality.
Desktop Engineer
Kaizen IT Services (Client-IBM)
09.2009 - 06.2010
- Supported Citrix applications and enterprise desktops, ensuring seamless user access and functionality.
- Implemented LANDesk imaging, streamlining workstation deployment processes for consistency across the organization.
- Managed desktop hardware and software installations for client systems.
- Provided technical support for end-users in a fast-paced environment.
- Configured and maintained operating systems and applications on workstations.
Desktop Engineer
Impact Infotech (Client-Wipro)
12.2008 - 09.2009
- Supported Windows enterprise environments and business applications (SAP, Lotus Notes) to ensure seamless operations.
- Managed user access, printers, backups, and endpoint security to maintain system integrity and availability.
- Supported end-users with hardware and software troubleshooting and maintenance.
- Installed and configured operating systems and applications on user devices.
- Managed user accounts and permissions in Active Directory for secure access.
Education
Bachelor of Commerce -
Mumbai University
06-2006
Skills
- L2/L3 Support
- End User Computing (EUC)
- Incident Management
- P1/P2 Major Incidents
- Escalation Handling
- Remote troubleshooting
- User Support
- Configuration
- Troubleshooting
- Installation
- Operating Systems
- Windows 10/11
- MacOS
- Linux
- Microsoft 365
- Outlook
- Teams
- OneDrive
- Exchange
- Administration
- Active Directory
- Microsoft Entra ID
- User & Group Management
- Endpoint Management
- Microsoft Intune
- Jamf
- SCCM
- Device management
- ITSM Tools
- ServiceNow
- Ticketing
- Queue Monitoring
- SLA Compliance
- Networking Fundamentals
- TCP/IP
- VLAN
- VPN
- LAN/WAN
- Wi-Fi Troubleshooting
- Hardware Support
- Laptops
- Desktops
- Printers
- Zebra
- HP
- Scanners
- Peripherals
- Lifecycle management
- Inventory Control
- HAM
- Patch management
- System Updates
- Patch deployment
- Root cause analysis
- Patch deployment
Certification
- Diploma Hardware & Networking, Jetking, 01/01/08
- Microsoft 70-410, CMS, 01/01/14
Training
AWS Certified Solution Architect Associate
Timeline
IT Support Associate II
Amazon Development Center India PVT LTD
06.2022 - 12.2025
IT Support Associate I
Amazon Seller Services India PVT LTD
06.2013 - 06.2022
IT Administrator
KLG Systems Pvt.Ltd
06.2010 - 06.2013
Desktop Engineer
Kaizen IT Services (Client-IBM)
09.2009 - 06.2010
Desktop Engineer
Impact Infotech (Client-Wipro)
12.2008 - 09.2009
Bachelor of Commerce -
Mumbai University