Technical Troubleshoots
Nizam Shah
Technical Specialist
Pune,India
Summary
WINDWARDS SOCIETY Flat no C-701 Mahatoba Chowk, Near Global PANJAB RESTAURANT 411057 Pune, Pune, India
Technical Remote Support with over 10 years of successful experience in Technical Support, Help Desk and Service Desk. Recognized consistently for performance excellence and contributions to success in BPO, Automobile, Finance and Banking industry. Strengths in technical and troubleshooting backed by training in Information Technology.
Overview
3
3
years of post-secondary education
9
9
years of professional experience
Work History
Technologies Specialist
HCL Technologies Limited
Pune, India, India
11.2020 - 05.2022
- • Installation of OS and Machine recovery/restage as per standard requests.
• Maintaining records and Co-ordinating with Problem Management, Change Management, Incident Management team for known issues and outages.
• Troubleshooting users local and roaming profile issues using Samurai, AppSense, UEM, TSD Admin tool and IVANTI tool.
• Worked on user access management process and provided timely support as per SLA on access related requests and issues via BBS and ARP tools.
• Installation, reinstallation and troubleshooting application related issues via AppSensei, App-V, PowerShell and ISAC tool in VDI environment.
• Responsible for coordinating with Command & Control team for DTP to A3 migration issues.
• Responsible for coordinating with SOB, Stakeholders, Engine Room team and Project team for Platform Integration services, Mailbox migration process ensuring that cater IT services for all users under UAT testing phase.
• Troubleshooting issues related to Outlook 2010, outlook O365, SharePoint, Teams, software request/issues, Internet and Antivirus.
• RSA administration using RSA admin console. Remote access request/issues (Connect Me & Connect Lite).
• Worked on AZURE AD under PIM (Privileged Identity Management) as Service Administrator, Message center Reader, License Administrator & Intune administrator.
• Monitoring VM health check up and uptime of VM using GHS monitoring, A3 monitoring Dashboard. Monitoring of critical and warning alerts generated and escalated to proper team for further troubleshooting.
• Troubleshooting VM login related, CPU & Bandwidth utilization, Writable Volume mount issues using Citrix Director, SysTrack, GHS monitoring tool.
• Providing on floor assistance to L1 engineers and co-ordinate with Problem Management team for Known issues - Worked with customers to understand needs and provide excellent service
Technical Support / Sr. Desktop/Remote Support Engineer / Ms Exchange Admin, Technical Support Analyst
Capita India Private Limited
Pune, India, India
06.2015 - 08.2018
- Capita India is part of Capita plc, the UK's No.
- 1 business process management (BPM) and professional services company.
- Achievement, Roles & Responsibilities Best Remote Support Award Role & Responsibilities: Working on Active Directory, Exchange 2003 and 2010, Migrating Users using ADMT tool, Office 365 mailboxes and support.
- Working on Tickets passed by First line support Team and finding out root cause analysis.
- Working on EAS Server for Archived mailboxes, VPN connections, SAP etc.
- Ticketing tool used: BMC remedy Area of expertise:.
- Office 365 setup.
- Recipient management.
- Migrating mailboxes to Office 365 using different migration types such as (Cutover, Staged, IMAP, Remote move, PST migration).
- Setting up Directory Synchronization services, for Office 365.
- Setting up Hybrid Deployment with Office 365.
- Outlook client troubleshooting.
- Active sync troubleshooting.
- Active Directory Domain Services.
- Setting up a domain.
- Working on PowerShell.
- Managing and troubleshooting Active identity tokens.
- Managing and troubleshooting Exchange archiving (Autonomy Zantaz).
- Managing and troubleshooting Blackberry enterprise server users.
Sr. Customer Support Engineer / Technical Support
BMC Software
Pune, India, India
03.2014 - 03.2015
- A TICKETING TOOL COMPANY - BMC REMEDY
- WebEx account creation and permission tickets.
- Mailbox configuration on iPhone/iPad and Android phones via Airwatch console.
- Avaya phone extension creation, deletion and assigning ext.
- Nos.
- Antivirus issue – Epo related issues using McAfee endpoint antivirus.
- Data Loss Prevention (DLP) on McAfee Endpoint encryption.
- McAfee Web Console for SafeBoot EEPC Service Desk Recovery.
- Salesforce and SFDC permissions as per users request.
- Active Directory User and computer access and permissions.
- Windows Network Drive Mapping.
- Working with Remedy Tool.
- Maintaining Microsoft Office Products installation and issues related.
- Remote Desktop Support – TeamViewer, WebEx and Damware Tool.
- Cisco – Any Connect VPN Account management and troubleshooting for internal and external users.
- L1 Support/Troubleshooting of in-scope enterprise Applications.
- Troubleshoot and resolve service desk tickets related to technical difficulties for infrastructure and in-scope enterprise applications, software installation/upgrading,.
- Logging tickets using remedy tool and addressing issues to respective problem resolving groups.
Sr. Engineer
Pune
Pune, India
09.2012 - 03.2014
- KPIT | Technology, Mobility, Software, Automotive Tasks Ms Office o365 profile configuration on Window, Mac OS and handheld device.
- Checkpoint VPN installation and troubleshooting.
- Remote support to onsite and in premises users help of TeamViwer, Webex, RDP, Joinme.
- Software deployment through SCCM tool.
- Providing L1 support for VDI System.
- Worked in iServe ticketing tool.
- VDI Support – User creation, account unlock issue on VMWare web console.
- Update and resolves calls which are open in iServe Ticketing Software.
- Installation of different operating system Like Windows XP Windows 7, Windows 8 & 8.1, Windows Server2k3/2k8 on test systems, Linux (Ubuntu, Red Hat) on desktops and laptops.
- Installations and Configurations of different Software like Visual Studio 2010,12,13 Prof., SQL Server 2008, Oracle Client and Server, Office 2007 and 2010, Lotus notes client and many others software’s.
- Configuration of Outlook Express, Microsoft Outlook and Outlook 365 problems related.
- Troubleshoot and solved the office communicator login issue address sync issue.
- Achievements By KPIT: - “WOW Award” MAY 2013.
- Regarding: - Exemplary Contribution in Customer Support & Call Resolution at Global Service Desk.
- By KPIT: - “Group WOW Award” August 2013 Regarding: - Effective Management & Timely Closer of iServe request with Good CSAT.
- By KPIT: - “Group WOW Award” Feb 2014 Regarding: - Valuable contribution in o365 profile configuration for Sparta User @ USA Location.
Service Desk Engineer
WNS GLOBAL SERVICES, Pune
Pune, India
10.2010 - 09.2012
- WNS: Business Process Management | Outsourcing Achievements/Tasks.
- Handling IT Helpdesk call, answering user queries.
- Assisting user over phone, e-mail, Remote Desktop Support tools as windows remote desktop connection tool and DamWare or in person.
- Call logging, handling ticketing tool, if required escalating user’s issues to IT Helpdesk, and taking follow ups for any open issues.
- Assists in general IT support functions, help desk, software support and network support.
- Maintains IT Assets, their re- order level and performs regular audits.
- Assists end users with their computing needs by resolving trouble tickets and fulfilling employee requests for application and system support.
- Troubleshoots and repairs hardware and software problems with desktop and laptop, printers, digital scanners, and other IT/network equipment.
- Encrypting Laptop using: Data Loss Prevention (DLP) on McAfee Endpoint encryption.
- Installs/uninstalls software, hardware and upgrades IT equipment as per requirement.
- Marinating inventory of PC equipment with Asset Management team.
- Assists in the documentation of network, software, disaster recovery and systems configurations.
- Adheres to all WNS and IT policies and procedures and Assists in all functions of networking and IT support.
- User management:-Create, change, and delete user accounts per request.
- Resetting user passwords, Lock/unlock user accounts.
Education
Bachelor of Computer Application - Information Technology
Yashwantrao Chavan Maharashtra Open University
Nashik, Maharashtra 05.2011 - 05.2014
Skills
Active Directoryundefined
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 27 staff members.
- Collaborated with team of 20 in the development of Microsoft O365 Readiness program.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Technologies Specialist
HCL Technologies Limited
11.2020 - 05.2022
Technical Support / Sr. Desktop/Remote Support Engineer / Ms Exchange Admin, Technical Support Analyst
Capita India Private Limited
06.2015 - 08.2018
Sr. Customer Support Engineer / Technical Support
BMC Software
03.2014 - 03.2015
Sr. Engineer
Pune
09.2012 - 03.2014
Bachelor of Computer Application - Information Technology
Yashwantrao Chavan Maharashtra Open University
05.2011 - 05.2014
Service Desk Engineer
WNS GLOBAL SERVICES, Pune
10.2010 - 09.2012
Research and development
I like to work on issues which do not have documentations, so based on my research criteria love to develop an successful troubleshoot article to benefit the team and save customer's precious time, working on tuff issues don't realize my time spend on it, as it feels one time pain to single resource will be helpful for rest of my team member who don't want to spend whole time on escalated issue. Hence R&D is my favorite subject.
Research and development
I like to work on issues which do not have documentations, so based on my research criteria love to develop an successful troubleshoot article to benefit the team and save customer's precious time, working on tuff issues don't realize my time spend on it, as it feels one time pain to single resource will be helpful for rest of my team member who don't want to spend whole time on escalated issue. Hence R&D is my favorite subject.
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