MD AZHARUDDIN
Pune
Summary
Results-oriented Senior Desktop Support Engineer and Analyst with 5+ years of experience for delivering exceptional technical support and driving improvements in system performance and end-user satisfaction.
Overview
10
10
years of professional experience
Work History
Sr. FMS Engineer
VDA INFOSOLUTION PRIVATE LIMITED (At Client - Endurance Technologies Limited)
Pune
07.2023 - Current
- Perform administrative tasks using Active Directory services like Reset, Change and unlock password and authenticate user to use peripheral access like USB devices
- Manage & Configure Citrix Cloud' on Clients' machines like HCL and INP through Citrix Web mode access
- Working on Virtual Desktop Interface & Hosted Shared Desktop (HSD) environment
- Maintain and Configure the Mobile Device Management (MDM) Application Intelligent/AirWatch Hub Email Client for Android and Apple devices
- Manage and Support the L1 & L2 Support engineers to attend the issue and handle the escalations for them
- Working on Manage Engine Ticketing tool to handles the ticket (Mainly high & Critical tickets)
- Mainly provide the support to the R&D and Corporate users
- Supporting to the Windows based applications, Network (FLT) and hardware
- LAN and Offline installation, configuration and maintenance of Client OS Windows 10 and 11
- OS required patch installation, maintain and required configuration
- Installation, Configuration and troubleshooting of VPN Client Applications “Forti Client & Net Scaler”
- Installation, Configuration and troubleshooting of Antivirus application “Trend Micro, Force Point & Crowd Strike” and manage other Client Activities for suspicious application
- Performing applications installation & troubleshooting at Client: Outlook, SAP7.70, MS- Office 10, 13 & 16, MS - Power BI, VMS, AMS, (VNC, Teamviewer, MSTSC for RDP), Zoom, Skype, MS-Teams, Chrome, Edge, ME Desktop Central Agent, Citrix Workspace and other applications
- Manage and Maintain Multifunctional Printer and Zebra printers
- CommVault Backup (For LT) Installation, Configuration, Troubleshooting and uninstallation
- Managing vendors for Network (Airtel, Jio and Tata) and Lenovo, HP for hardware and Facility Team.
Sr. Desktop Support Engineer
FIDESLIS CORPORATE SOLUTIONS PRIVATE LIMITED (At Client – DHL Head Office)
Bangalore
03.2021 - 06.2023
- Asset allocation for new joiners, User Management, Documentation (IMAC)
- Communicate users about Compliance and Proprietary Applications
- Provide second-level support on escalated Tickets from the Service Desk and attending new ticker for the same on IT issues
- Responsible for providing the first line support for hardware such as: Laptops, Desktops, Smart Phones, and Printers, and providing software support for products such as; Microsoft Windows Operating Systems, Microsoft Office, and other proprietary software
- Monitor unwanted or unauthorized software
- Creating daily checklist report for all the Network device, Backup device and VC device
- IMAC Asset Management –Knowledge, Managing assets
- Install antivirus and update versions of antivirus (SEP- Symantec Endpoint Protection)
- Creating SEP noncompliance system report and take appropriate action
- Worked on GSN (Global Service Now) Ticketing Tool for analyzing and troubleshooting the Hardware, Software and Networking tickets
- Specialized in Incident Management (ITIL) procedure and well manage the Service Level Agreement (SLA)
- Installation of Microsoft Operating systems and Full format computer using Network
- MS – Skype 2013 & 2016 basic and Advance for Messaging, calls, conference meeting configuring and troubleshooting
- Configure VPN (Forti Client) for Non-DHL LAN network location & for WFH Users
- Network support, Network monitoring, and utilization and Basic troubleshooting
- Attend remote call and resolved issue by using MSTSC, Tight VNC and Bomgar (Beyond Trust Remote Support)
- Coordinate with Airtel, Vodafone and TATA communication Teams for network issue & raise cases for the same
- Customer Service Oriented – Good communication skills used to support various technical issues and desktop operation queries.
Desktop Support Engineer
IMPACT INFOTECH PRIVATE LIMITED
Bangalore
05.2019 - 01.2021
- Walk to customers for installing applications and computer peripherals
- Conduct remote troubleshooting for application issue if possible
- To support daily technical support activities for desktop, data, and server management
- Troubleshooting for application like, Microsoft Windows Operating Systems, Microsoft Office, and other proprietary software
- Install antivirus and update versions of antivirus
- Creating Non-Compliance system report and take appropriate action
- Worked on GSN Ticketing software to address the tickets related to Hardware, Software and Networking issue
- Installation of Operating System, Troubleshooting and full format using Flash Drive
- Zoom Application configuration and troubleshooting for basic and Advance for Messaging, Calls, Conference Meeting
- First Level Support for Network (LAN and Wireless)
- Maintain technical documentation in association with other functional departments (Checklist and IMAC)
- Technical support professional offering extensive experience and thorough knowledge of different operating systems, hardware, desktop peripherals, IT network systems and firewalls.
IT Engineer
MESHAEL FENON COMPANY LIMITED (A Facilities Management Company)
Kingdom of Saudi Arabia
10.2016 - 03.2017
- Tasks can include installation and configuration of OS versions, diagnosis the hardware and software vulnerabilities and troubleshooting either Remote or on premises
- Installation and Configuration of different type of OS like MS Windows 7, MS office 10, 13
- Working with employees to identify computer problems and advising on the solution if remote session not possible
- Visit Customers office to check and troubleshooting all type of technical issues
- Disassemble and reassemble all type of Desktop and Laptop device
- Installation and upgradation software's as per the customer recruitment
- Configuration Wi-Fi and switch for private network
- Configuring and troubleshooting all type of printer and scanners
- Creating call report for daily basses and Inventory management
- Replacement of faulty Motherboard, RAM and Hard Disk.
Desktop Support Engineer
FUTURE FOCUS INFOTECH PRIVATE LIMITED (At Client IBM)
Kolkata
06.2014 - 03.2016
- Installation of Customized Windows OS like C4EB image Windows 7, MS Office 2007
- Task can include installing and configuring computer systems, diagnosing hardware and software Printers issues and solving technical problems, either over the Call, Chat and Onsite
- To handle the incident tickets and Service request over Phone, Chat and Onsite resolution
- Handle all TSRM tickets on the IBM premises using Tivoli Remote Access tool
- Always follow the ITIL process to attain the user tickets
- Configure and troubleshooting all the VPN Like Cisco AnyConnect and WECM for IBM Client
- Knowledge of Citrix Client Console, Basic configuration support
- Installing and migrating software's as per the customer recruitment as per IBM Compliance
- Configuring Wi-Fi and LAN
- Configuring and troubleshooting all type of printer and scanners
- Creating call report for daily basses and reported to Team leader
- Troubleshooting for Antivirus and update related issue
- Installation and Configuration and Troubleshooting of IBM Notes 9 & 8.5.3.
Education
MASTER OF NETWORK ADMINISTRATOR (MNA) -
Jetking Institute
BACHELOR IN COMPUTER APPLICATION -
Sikkim Manipal University (Regular)
INTERMIDIATE (+2) -
Bihar School Examination Board
MATRICULATION -
Bihar School Examination Board
Skills
- Azure AD
- AD Connect
- Microsoft Windows 7, 10 & 11
- MS - Outlook
- SAP Troubleshooting
- Microsoft Server 2019
- IBM Notes 853, 9
- Office 365 (MS – Teams, OneDrive, Skype) Team Viewer, VNC, MSTSC, Bomgar
- Network (FLT)
Languages
- English (Proficient)
- Hindi (Expert)
- Arabic (Proficient)
Timeline
Sr. FMS Engineer
VDA INFOSOLUTION PRIVATE LIMITED (At Client - Endurance Technologies Limited)
07.2023 - Current
Sr. Desktop Support Engineer
FIDESLIS CORPORATE SOLUTIONS PRIVATE LIMITED (At Client – DHL Head Office)
03.2021 - 06.2023
Desktop Support Engineer
IMPACT INFOTECH PRIVATE LIMITED
05.2019 - 01.2021
IT Engineer
MESHAEL FENON COMPANY LIMITED (A Facilities Management Company)
10.2016 - 03.2017
Desktop Support Engineer
FUTURE FOCUS INFOTECH PRIVATE LIMITED (At Client IBM)
06.2014 - 03.2016
MASTER OF NETWORK ADMINISTRATOR (MNA) -
Jetking Institute
BACHELOR IN COMPUTER APPLICATION -
Sikkim Manipal University (Regular)
INTERMIDIATE (+2) -
Bihar School Examination Board
MATRICULATION -
Bihar School Examination Board
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