Hi, I’m
Irfan Baig
Hyderabad
Summary
Technical Specialist with history of refining operational protocols and enhancing system efficiencies. Known for strong focus on teamwork and delivering reliable results. Skilled in process optimization and technical troubleshooting, consistently adapting to evolving project requirements. Recognized for delivering measurable results in system administration and support.
Overview
7
years of professional experience
Work History
InfosysHyderabad
Technical Support Specialist
08.2024 - 12.2025
Job overview
- Expertise in User, Group, OU, and GPO management and troubleshooting.
- Networking: DNS, DHCP, IP management, Sites & Subnets
- Handled 20–25 daily tickets through chat and calls, proactively following up via email to ensure timely customer resolutions.
- Served as a subject matter expert on critical system upgrades, skilled in Patch Management and Windows Server Upgrades in production environments.
- Developed and implemented streamlined processes to enhance operational efficiency across technical functions.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Served as L3 and handled escalations from L1 and L2 support, collaborating across teams to drive timely incident resolutions and ensure service reliability.
- Contributed to knowledge base articles, created structured workflows for L1 and L2 teams, shadowed triage (teach-back sessions), and conducted training programs to address process gaps.
- Collaborated with Engineering and Product teams on escalations by reproducing issues, analyzing logs to identify errors, and ensuring resolutions were delivered back to customers.
- Provided responsive support to end-users experiencing technical difficulties, ensuring minimal downtime and maximum efficiency at all times.
- Provided basic end-user troubleshooting and desktop support.
ConcentrixGurugram
Technical Support Engineer
04.2023 - 06.2024
Job overview
- Provided L2 technical support for Microsoft MECM (SCCM) and WSUS to enterprise customers across APAC, EMEA, and NA regions.
- Handled and resolved 15–20 support tickets per month raised by commercial organizations using MECM for deployment and patching.
- Troubleshot complex issues related to patch management, content distribution, client installation/registration, reporting, PXE, task sequences, hardware/software inventory, and server management.
- Diagnosed client–server communication failures by analyzing detailed logs at both client and site server levels, identifying root causes, and implementing fixes.
- Built and optimized Automatic Deployment Rules (ADR) for patching and compliance automation.
- Performed hands-on work in OSD labs, including importing boot images, OS images, and creating/customizing task sequences.
- Troubleshot and fixed site upgrade failures at prerequisite check, installation, and post-installation stages.
- Ensured high-quality customer experience through timely communication, accurate documentation, and effective issue resolution.
VITCON SYSTEMSHyderabad
Information Technology Support Specialist
06.2019 - 04.2023
Job overview
- Provided Windows OS technical support via phone, assisting clients with failed updates, driver installations, licensing issues, and BIOS configuration.
- Initiated real-time remote sessions using Quick Assist to diagnose and resolve complex issues efficiently.
- Guided clients through OS installations and system recovery, ensuring minimal downtime and smooth operations.
- Delivered follow-up support via email, documenting resolutions, sharing troubleshooting guides, and confirming issue closure.
- Collaborated with escalation teams for advanced troubleshooting.
- Provided 24/7 on-call support for critical systems, ensuring high availability and rapid issue resolution.
Education
Nishitha Degree CollegeTelangana
B. Sc. (Graduate) from Mathematics, Statistics & Computer-Science
05-2017
University Overview
GPA: 69%
Sri Vijaya Sai Jr.College (Board of I.E)ANDHRA PRADESH
(Intermediate) from Mathematics, Physics & Chemistry
05-2014
University Overview
GPA: 73%
Sri Vijaya Sai High School (Board of S.E)ANDHRA PRADESH
(High School)
05-2012
Skills
Application Deployment
Application crash troubleshooting
Patch management & log analysis
SQL Server, SQL Server Reporting Services
Cloud management gateway
Group Policies
SCCM/MECM, Site upgrades, Windows Server, Windows Upgrade
VMWare, Active Directory, Group policies, GPO, PowerShell Networking, DNS, MCSA, VMWare ESXi
Cross-functional teamwork, Problem-solving, Excellent communication, Critical thinking,
Testing and troubleshooting
Help desk support
Languages
English, Hindi, Telugu, Urdu
Timeline
Technical Support Specialist
Infosys
08.2024 - 12.2025
Technical Support Engineer
Concentrix
04.2023 - 06.2024
Information Technology Support Specialist
VITCON SYSTEMS
06.2019 - 04.2023
Nishitha Degree College
B. Sc. (Graduate) from Mathematics, Statistics & Computer-Science
Sri Vijaya Sai Jr.College (Board of I.E)
(Intermediate) from Mathematics, Physics & Chemistry
Sri Vijaya Sai High School (Board of S.E)
(High School)
Declaration
I hereby declare that all the above provided information is true to the best of my knowledge and I assure you that I will work in the right earnestness and fulfill the expectation of my teammates and mentors