Khazi Suhail Ahamed
Bengaluru
Summary
Dynamic IT professional with a proven track record at Broadridge Financial Solutions, excelling in complex incident resolution and enhancing operational efficiency. Adept in Active Directory management and team collaboration, I thrive under pressure, driving improvements and mentoring junior staff to achieve exceptional service delivery.
Overview
8
8
years of professional experience
Work History
Member Technical-System Administrator
Broadridge Financial Solutions
09.2022 - Current
- Operate autonomously within defined processes and methodologies to manage complex technical issues and delivering high quality support to the clients.
- Respond to user requests by investigating, diagnosing, and resolving complex incidents through coordination with cross-functional teams.
- Document and maintain knowledge base articles to improve team effectiveness and prevent recurrence of known issues.
- Handle ticketing systems including BMC Remedy, ServiceNow, ITSM, and Archer to manage incidents, service requests, and problem escalations.
- Manage user accounts and permissions through Active Directory, including account creation, password resets, group policies and administrative access.
- Create and manage distribution lists, security groups, and mailboxes to support enterprise communication and access control.
- Deploy and configure environments on AWS, Citrix Workspace, and Remote Desktop; install software and manage terminals.
- Troubleshoot a wide range of technical issues, including VPN (Cisco AnyConnect, RSA SecureID), O365 (Outlook, Teams).
- Perform system monitoring, patch management, and performance optimization; resolve Azure remote desktop issues as needed.
- Conduct quality reviews and incident hygiene checks to ensure SLA compliance and reduce escalations.
- Identify and drive improvements in support tools and processes to enhance daily operational efficiency.
- Mentor junior support staff and provide on-floor assistance during training/nesting phases.
- Provide timely updates to customers on incident resolution progress, ensuring transparent communication and strong customer.
- Experience with SCCM 2012, procurement asset tracking, shared folder access, and telephony system support.
- Familiarity with ITIL practices and incident/defect lifecycle management.
Helpdesk Senior Associate
NTT DATA Services
09.2019 - 09.2022
- The primary responsibility is to manage inbound and outbound calls, chats, emails, and create tickets in the ticketing tool based on the user issue.
- Managing large amounts of inbound and outbound calls, chats, and web tickets in a timely manner.
- Creating incidents and service Requests on SOM (Service operations manager).
- Installation and pushing Applications into Users Machine Active Directory.
- Working on Active Directory (Account unlock, Account reset, Account enable/disable, Password reset, Admin rights).
- Guidance in Raising Request and Incidents through SOM.
- Trouble Shooting VPN, Installation of cisco AnyConnect mobility, RSA SecureID, Mobile Pass, and fixing VPN related Issue.
- Registry related troubleshooting like Unable to Map Network Drive.
- Other Issues such Internet explorer issue, Teams issue, Map share drive/network drive, Disk space issue.
- Worked on L2 tickets assigned by the L1 technician. Provided floor support and mentored new agents during their nesting period.
- Client – Se2
Service Desk Engineer
Nityo Infotech Services Pvt. Ltd
05.2019 - 09.2019
- The primary responsibility was to monitor the incidents and service task tickets and assign those tickets to respective technicians based on the location details given in the tickets.
- The primary tool used to monitor the queue is ServiceNow.
- Analyzing Incidents to identify service restoration actions to be taken.
- Document thoroughly all incidents in ServiceNow.
- Performing Incident investigation diagnosis and resolution.
- Monitoring the status and progress towards resolution of assigned Incidents.
- Assisting with the initiate/track of Service Requests.
- Escalating the process as necessary per established escalation policies.
- Provides basic support of telephony systems.
- Worked on the ticketing tool SERVICE NOW, created several work orders, and dispatched to the field services.
- Client – AIG (American International Group, Inc.)
Desktop Support Engineer
Cintel Techno soft
02.2017 - 03.2019
- Responds to client inquiries.
- Provides technical support to users.
- Troubleshoots hardware and software issues.
- Provides instructions or directly sets up desktop hardware.
- Assists with installation of computer software and operating system updates.
- Client – Tarang Software Technologies
Education
B. Tech -
Aditya College of Engineering
PUC -
Narayana Jr. Collage & Krishna Reddy Jr. College
High school -
Municipal high school
Skills
- Work ethic and dedication
- Self-confidence and eagerness to learn
- Ability to perform under pressure
- Self-motivation and creativity
- Team collaboration
- Event management and coordination
- Problem solving and analysis
Disclaimer
I hereby declare that the above furnished information correct and true give to the best of my knowledge.
Languages
- English
- Hindi
Personal Information
- Date of Birth: 11/15/95
- Gender: Male
Timeline
Member Technical-System Administrator
Broadridge Financial Solutions
09.2022 - Current
Helpdesk Senior Associate
NTT DATA Services
09.2019 - 09.2022
Service Desk Engineer
Nityo Infotech Services Pvt. Ltd
05.2019 - 09.2019
Desktop Support Engineer
Cintel Techno soft
02.2017 - 03.2019
B. Tech -
Aditya College of Engineering
PUC -
Narayana Jr. Collage & Krishna Reddy Jr. College
High school -
Municipal high school
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