Shaik Hasan
Bengaluru
Summary
Effectively operates autonomously to troubleshoot and fix concerns with proven ability to analyze, diagnose and resolve computer user support issues.
Experienced in providing comprehensive technical support to users and resolving complex technical issues and possesses knowledge of standard operating systems and networking protocols.
Assisted clients in identifying issues and explained solutions to restore service and functionality by collaborating with supervisors to escalate and address client inquiries or technical issues.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones and used ticketing systems to manage and process support actions and requests.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Process Specialist [Google Cloud Support]
Infosys
08.2023 - Current
- Responsible for supporting Incident, service requests and projects
- Reviewed processes, identifying areas requiring improvement.
- Responsible for providing support on outlook issues and configurations
- Responsible for Configuring Network printers and standalone printers
- Responsible to handle escalations and providing resolution before it affects BAU
- Providing KT for the Critical issue resolution.
- Collaborated with other departments to identify and solve software issues.
- Established a robust knowledge base repository containing articles, FAQs, and troubleshooting guides aimed at enhancing user self-service capabilities.
Senior Operations Analyst
Concentrix
10.2018 - 03.2023
- Reviewed and resolved discrepancies with tools, working closely with Ticketing team
- Enforced safety, security, quality and performance procedures, rules and requirements
- Collaborated with various departments to support daily activities oversight and coordination
- Installed, configured and tested equipment on specialized platforms
- Engaged in first-level support for customers requiring routine support and troubleshooting
- Reviewed technical documentation to complete equipment maintenance and repair
- Resolved customer complaints in prompt, polite and professional approach.
Education
BSC Computers -
Adarsh Management Institute of India Bengaluru
07.2018
Intermediate (MPC) -
T.K.C Government Junior College Palamaner
03.2015
Secondary School Certificate (SSC) -
Sri Saradha English Medium High School Palamaner
10.2013
Skills
- Listening Attentively - Being an active listener and demonstrates respect and empathy
- Working in a Team Environment - Collaborating effectively with colleagues, sharing ideas, and contributing to group goals
- Being Responsible - Taking ownership of tasks, meeting deadlines, and fulfilling commitments show reliability
- Being Adaptable - Flexibility in handling change, adjusting to new situations, and embracing challenges
- Active Listening - Truly understanding what others say, asking clarifying questions
- Teamwork - Collaborating effectively, respecting diverse viewpoints, and contributing to group
Accomplishments
- Project Management: Delivered projects on time and under budget: Successfully managed and completed projects within specified timelines and financial constraints.
- Implemented new systems: Introduced innovative solutions that enhanced workflow efficiency.
- Recognition and Awards: Received recognition for leadership, performance, quality, or service.
- Organizational awards: Honored for outstanding work performance (thrice).
Certification
- DP 900 - Microsoft Azure Data Fundamentals
- AI 900 - Microsoft Azure AI Fundamentals
- AZ 900 - Microsoft Azure Fundamentals
- Domain Role Readiness - Service Desk - Incident Management
- Generative AI.
Timeline
Technical Process Specialist [Google Cloud Support]
Infosys
08.2023 - Current
Senior Operations Analyst
Concentrix
10.2018 - 03.2023
BSC Computers -
Adarsh Management Institute of India Bengaluru
Intermediate (MPC) -
T.K.C Government Junior College Palamaner
Secondary School Certificate (SSC) -
Sri Saradha English Medium High School Palamaner