NIHAD SHAREEF N K
ICT Support Admin
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
9
9
years of professional experience
1
1
Certification
1
1
Language
Work History
ICT Support Admin
Morgan McKinley Services Private Limited
10.2023 - Current
- Managing work and Service Desk tickets in accordance with procedures outlined by management.
- Manage Microsoft Intune deployment and configuration for device management and security policies.
- Escalating where needed issues to ICT team as required.
- Resolving confirming and closing ICT tickets for incidents as per team's Service Level Agreement.
- Providing Helpdesk cover as required.
- Utilize Microsoft Azure extensively for efficient cloud. Infrastructure management and resource optimization.
- Providing flexible on-call cover as per on-call schedule set out by Manager.
- Flexible around working out of office hours on short notice due to business needs.
- Providing 1st level ICT support to resolve or escalate ICT incidents as appropriate.
- Providing information systems and telephony administration support.
- Providing escalation's support to ICT Teams and Vendor Teams as required.
- Contribute to enhancing of Service Desk procedures and policies.
- Maintain consistent focus on quality of service to ensure maximum customer satisfaction.
- Maintained office PCs, networks and mobile devices
Senior Technical Support Specialist
GEODIS India Private Limited
10.2022 - 09.2023
- Provides phone based technical support for IT based systems to include site initiatives and Company program rollouts
- Addresses support center and new service requests in priority order and tracking through resolution/delivery
- Diagnoses and troubleshoots failed peripheral equipment, desktop systems, and networks to remedy problem incidents
- Performs oversight of hardware/software assembly for computer and peripheral equipment
- Performs upgrades and/or enhancements to hardware and software applications
- Provides initial configuration, programming, and troubleshooting of Radio Frequency Devices
- Routes tickets and incidents to other teams for additional support as needed
- Documents and records data pertaining to technical events and incidents in the incident management application systems
- Assists in developing and improving the support center's efficiency and its customer service rating
- Serves as primary resource and lead on special IT project initiatives
- Assist as needed with Desktop Operations projects and tasks
- Performs routine active directory administrative tasks
- Assists with the development, review, and application of standard operating procedures
- Other duties as required and assigned.
- Diagnosed and troubleshot hardware, software and network issues
- Mentored junior technicians, helping them develop their problem-solving skills and technical expertise
Desktop Support Engineer (ITSM & Helpdesk)
Ttec Digital Analytics India LLP (Athome Service Desk)
06.2020 - 10.2022
- Providing Helpdesk support to Global Clients of TTEC such as Bank of America, Energy Australia, State of Texas, T-Mobile, Telstar, Volkswagen and Verizon etc
- Troubleshooting Agent VPN Connection such Cisco Any Connect and Global Protect, also creating VPN Certificate if it's necessary
- Checking Agent Network Connection Stability through DSL Report and QOS test
- Performing SIP ALG test for VOIP related issue
- Taking remote access of agent system and fixing issue via Log me in Rescue (LMI), Zoom and VNC
- We used to do Agent Profile Cleanup and Account Re-Sync and Re-Build SSD
- Checking Agent security Groups in AD, If security group is not listed then raising ticket with respective department to add security group
- Also Providing update of each agent status to respective team leads
- Upgrading and downgrading agent application with local Admin access
- Providing Offsite Support to Global TTec agent Via Call, Email and Chat
- Handles inbound phone calls and logging tickets in ticketing system
- Manages emails and web-based ticket queues
- Analyst is expected to take ownership of emails that arrive in team mailbox and reply to sender with status of issue
- Web based ticket are submitted for non-critical requests/problems, and analyst is expected to resolve issue or escalate it to appropriate team for resolution
- Administers conference bridges during major outages
- Document progress of resolving issue and results of testing fixes.
Executive - Technical Support
Ample Technologies Pvt Ltd (iCare Apple Authorised Service Center)
04.2018 - 10.2018
- Greeting and attending customers at service center
- Handling customer queries / issues related to Apple products
- Troubleshooting and resolving technical related issues of apple products
- Troubleshooting MAC system and network problems and diagnosing and solving hardware or software faults
- Installing and configuring MAC hardware's, operating systems and applications
- Replacing parts as required
- Version migration of operating systems / applications if required
- Troubleshoot problems reported by customers
- Focus towards customer delight.
Field Support Engineer
Collabra Technologies Pvt Ltd (IBM - FEDERAL BANK Project)
07.2015 - 09.2017
- Receive incidents, service requests, queries, change request from service desk support services
- Work with help desk and resolve ticket as raised
- Undertake installation of respective applications and agreed with bank
- Version migration of operating systems / applications if required
- Coordination with branch support engineer (SPOC: Single point of contact) for site visit if required
- Troubleshooting desktops / client problems related to operating system, outlook, MS office, remote desktop connections etc
- Troubleshoot LAN problems
- One time inventory and other IT inventory of bank IT assets, UPS and video conferencing equipments
- Preparation of reports is and when required
- Installing and Troubleshooting Biometric devices on desktops
- Roles and Responsibilities includes all works as per SLA of IBM with Federal Bank.
Smart Class Coordinator
Educomp Solutions Limited
11.2014 - 07.2015
- Installing and configuring computer hardware operating systems and applications
- Monitoring and maintaining computer systems and networks
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults
- Replacing parts as required
- Troubleshoot problems reported by users
- Providing support to teachers with respect to smart class program
- Ensuring all teachers are trained to work with smart class program
- Maintenance of knowledge Center & also ETEC's in classrooms
- Necessary support is provided & arrangements are made to facilitate success of training workshops
- Relationships with teachers and head of school are maintained at best levels
- As and when smart class repository is upgraded; list of newly added modules is shared with all teachers and school management.
Skills
Key Skills :
ITIL, Desktop Support, IT Service Desk, MCSA, ITSM, Troubleshooting, Incident Management
Computer Networking:
Routers, Switches, Hub, Modem, Firewall, Repeaters, Access Points
Hardware:
PC, Servers, Networking Devices Configuration & Troubleshooting
Server Configuration:
Linux Server Platform, Microsoft Server Platform
Virtualization:
Citrix, VMware, Hyper-V, KVM tools familiar
Cloud Computing:
Microsoft Azure
Academic Qualification
- Bachelor of Science (Bsc) Major in Computer Science from Madurai Kamaraj University
- Diploma in Engineering Major in Computer Science From Shridhar University
Certification
MCP - Microsoft Certified Professional
Disclaimer
I do hereby declare on my honor that the above furnished details are true & correct to the best of my Knowledge.
Timeline
ICT Support Admin
Morgan McKinley Services Private Limited
10.2023 - Current
Senior Technical Support Specialist
GEODIS India Private Limited
10.2022 - 09.2023
Desktop Support Engineer (ITSM & Helpdesk)
Ttec Digital Analytics India LLP (Athome Service Desk)
06.2020 - 10.2022
Executive - Technical Support
Ample Technologies Pvt Ltd (iCare Apple Authorised Service Center)
04.2018 - 10.2018
Field Support Engineer
Collabra Technologies Pvt Ltd (IBM - FEDERAL BANK Project)
07.2015 - 09.2017
Smart Class Coordinator
Educomp Solutions Limited
11.2014 - 07.2015