Microsoft Office Standard & office 365 suite
Shahabuddin Khan
ITIL , Incident Management , Change Management
Mumbai
Summary
Accomplished nearly 10 years of experience in leading IT Systems, Network, Infrastructure projects and managing cross-functional resources to optimize enterprise IT technology and operations. Committed to quality and service excellence for launching new technology operations, including client and vendor relationships, policies and procedures, business processes, and SLAs.
Overview
12
12
years of professional experience
4
4
Certificates
5
5
years of post-secondary education
Work History
Team Lead Helpdesk
Currencies Direct
Mumbai
11.2016 - 02.2022
- Overall prioritizations between production incidents/problems, Change , releases, service request and new application implementation
- Track progress of assigned tickets with focus on meeting delivery deadlines and SLA •Track and report on metrics for tickets assigned to and handled by Infra and application Support team Provide data and reporting of KPI and trends to Management in ad-hoc, Daily , weekly, monthly
- Team Training and Quality
- Managing workflow of New Starter and Departure forms check list & Adhoc Service provisioning requests through Service catalog management
- Managing Hardware and Software Suppliers , Purchase , Quote comparison , Cost management .
- Acted as Infra CAB in Change management.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Patched software and installed new versions to eliminate security problems and protect data. - Participated in team-building activities to enhance working relationships.
Customer Support Engineer /IT Help Desk Officer
Ashtech Infotech
Mumbai
09.2014 - 10.2016
IT Helpdesk
Allied Digital
Mumbai
08.2013 - 08.2014
- Patched software and installed new versions to eliminate security problems and protect data
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Removed malware, ransomware and other threats from laptops and desktop systems
- Configured hardware, devices and software to set up work stations for employees
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Developed and tested new product offerings prior to release to assist development team in bug identification
- Documented support interactions for future reference
- Compiled and accurately entered data for each customer encounter to record in system
- Conducted in-depth product and issue resolution research to address customer concerns
- Trained and supported end-users with software, hardware and network standards and use processes
- Installed, modified and repaired software and hardware to resolve technical issues
- Rolled out software updates and applied server patches to thwart threats from penetrating networks
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Performed tests of functionality, security and performance of different workstations and devices
- Patiently walked individuals through basic troubleshooting tasks
IT Helpdesk
DSM Infocom
Mumbai
03.2012 - 05.2013
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Patched software and installed new versions to eliminate security problems and protect data
- Devised solutions to operations issues related to Software, working closely via phone, email, live chat and web teleconference
- Assisted customers with product selection based on stated needs, proposed use and budget
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Documented support interactions for future reference
IT Helpdesk
3i Infotech
Mumbai
12.2011 - 02.2012
Customer Support Engineer (IT Helpdesk)
Hathway Datacom
Mumbai
10.2009 - 10.2011
Education
Bachelor of Commerce - Financial Accunting
Mumbai University
Mumbai 03.2013 - 03.2016
Higher Secondary Certificate (HSC) -
Marceline Jr College
Mumbai 03.2006 - 03.2007
Secondary School Certificate (SSC) -
Karthika High School
Mumbai 03.2004 - 03.2005
Skills
IT Service Management
Helpdesk Support
Technical Support
Project Management
Change Management
Incident Management
Patch Management
Vendor Management & relationship
Inventory Management (IMAC)
Patch Management
Procurement
Domain name management
SSL certificate
Team leadership and coaching
Software License Management
Certification
ITIL 4 ® Foundation (Axelos )
Timeline
ITIL 4 ® Foundation (Axelos )
01-2022
Fortinet - Network Security Associate NSE 1
04-2020
ITIL® Foundation Certification v3 (Udemy))
09-2019
Cybsafe - CCSA
06-2018
Team Lead Helpdesk
Currencies Direct
11.2016 - 02.2022
Customer Support Engineer /IT Help Desk Officer
Ashtech Infotech
09.2014 - 10.2016
IT Helpdesk
Allied Digital
08.2013 - 08.2014
Bachelor of Commerce - Financial Accunting
Mumbai University
03.2013 - 03.2016
IT Helpdesk
DSM Infocom
03.2012 - 05.2013
IT Helpdesk
3i Infotech
12.2011 - 02.2012
Customer Support Engineer (IT Helpdesk)
Hathway Datacom
10.2009 - 10.2011
Higher Secondary Certificate (HSC) -
Marceline Jr College
03.2006 - 03.2007
Secondary School Certificate (SSC) -
Karthika High School
03.2004 - 03.2005
Software
Google G Suite
ITSM tools (IBM Maximo , Manage Engine Service Desk , Sapphire ) Administrator
Antivirus Administration (Eset ESMC, Symantec)
Application monitoring ( Dynatrace ) Administrator
Unified Endpoint Management ( Desktop central , Sapphire , IBM Tivoli) Administrator
Network monitoring ( Solar winds , Zabbix) Administrator
VPN administration
Apple O/S