Saif Khan

• Providing End to End Technical support to the client over 1500+ United Kingdom sites and 500+ Ireland sites.
• Providing resolution over calls, chats and emails by connecting remotely to the devices used in McDonalds Infra
• Communicating with multiple vendors such as Dell, Vista, Microtek, O2 network, Odema etc. to provide solution to the stores.
• Troubleshooting on multiple devices such as Servers, VMware, Network devices (Access points, routers etc), thin clients, Tablets, Desktops, Switches, screens, headsets, Ingenico card readers etc.
• Troubleshooting includes-

- Managing routing of all infra devices on .xml files.

- Defining and managing network connectivity to all the devices via routers and switches.

- Creating profile of McDonalds employee on Active directory and managing their access according to their designations.

- Hardware check of devices and swap out the devices if required by connecting with vendors.

- Basic troubleshooting of desktop applications such as outlook, excel, Adobe, printers, websites, McDonalds stock and finance app etc.

- Managing food delivery apps such as Uber Eats, Just Eats, Deliveroo and McDonalds app.

- Deployment of updates on the devices used in all the stores via SCCM and RFM tool.

- Managing applications used on Order taking devices of McDonalds.

• Following incident management process of creating incident according to priority of the incident and troubleshooting accordingly to meet the SLA.
• Providing trainings to the new hired techs and supporting them wherever they stuck during the troubleshooting.
• Conducting monthly, quarterly and yearly process audits and share the report with the management.
• Handling client escalations and providing mitigation plans to avoid the same mistake in future.

• Managing Hardware IT Assets such as Mains (Desktop, Laptop, Printer, Data card) , Consumables (Pen drive, Hard disk, Bags and other Laptop/Desktop/Printers Accessories), Network devices (Servers, switches, Access point etc.) and Software Assets (Adobe Reader, Microsoft Office etc) on across 14 sites in India.
• Managing IT Software and their license management on 14 sites.
• Dealing with Vendors for procurement of assets on Requirement basis to maintain availability of IT assets
• Conducting Quarterly Physical audit of assets and discovering GAPs to ensure the adherence of IMAC process properly.
• Tracking of Improper allocations/Transactions of Assets within the sites.

• Managing Centralized IT Asset data used all over in Genpact India.
• Management of Hardware and software assets of GENPACT at over 5 countries (INDIA, ROMANIA, CHINA, PHILIPPINES, USA ).
• Analyzing and daily updating of tickets, raised for IMAC in Remedy.
• Conducting Multiple audits - monthly, quarterly and half yearly basis and reconcile it with master data.
• Communication with multiple teams like DCS, Store team, IT Helpdesk, Telecom, Wintel, AD etc. to manage the centralized inventory.

• Resolving technical problems of Airtel production employees- hardware and software related issues.
• Providing 1st level troubleshooting to the users over phone, chat or mail.
• Directs the unresolved issues to the next level and communicate with the concern team for early resolution.
• Resolving basic problems such as OS issue, outlook issue, configuration issue etc
• Records events and problems and their resolutions.
• Basic knowledge of change management, Incident management and other ITIL components.
• Analyzing the problem of the user and routing to the concern team such as DCS, AD, Telecom etc. based on my understanding and knowledge in order to resolve the issue