Shavez Khan
System Engineer
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
IT Executive
Mr. Brown Bakery & Foods Products Private Limited
Lucknow
09.2018 - 09.2019
- Installed new or upgraded Hardware / Software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Performed encryption, firewalls and patch management to implement and maintain system security.
- Monitored systems in operation and quickly troubleshot errors.
- Configured and implemented IT initiatives to produce measurable business value.
- Walked individuals through basic troubleshooting tasks.
- Determined best methods for IT to support key business objectives.
- Guided testing process and validation for major software releases.
- Configured hardware, devices, and software to set up work stations for employees.
Network Engineer
UP Projects Corporation Limited
Lucknow
10.2019 - 11.2020
- Troubleshot complex multi-vendor network service provider issues.
- Install & Performed troubleshooting for HP, Cisco, Aruba Router, Switches and Access Point .
- Created VPN infrastructure and allowed for secure remote connections.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
- Managed, tracked, and coordinated problem resolution and escalation processes.
- Collaborated with vendors to identify best options for optimizing network performance.
- Integrated fixed wireless connectivity into facilities requiring high-speed networks.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Customer Support Associate
Pentacle IT Solution Private Limited
Lucknow
02.2021 - Current
- Used remote diagnostic tools to identify sources of certain customer issues.
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
- Established empathy with customers through insight into business drivers and expectations to offer personalized service.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Installed and configured operating systems and applications.
Education
MBA - Information Technology
Integral University
Lucknow, India 08.2020 - 05.2022
Bachelor of Computer Applications - Information Technology
Shri Ramswaroop Memorial University
Lucknow, India 08.2015 - 05.2018
Senior Secondary - Commerce
J.P Public Inter College
Lucknow 03.2014 - 02.2015
High School - Commerce
RPS Public School
Lucknow, India 03.2011 - 02.2012
Diploma in Computer Hardware & Networking - Information Technology
NIIT
Lucknow, India 03.2012 - 02.2013
Diploma in Support Business Desktop - Information Technology
NIIT
Lucknow, India 03.2012 - 02.2013
Certificate in C Language - Computer Programming
Jawahar Computers
Lucknow, India 08.2016 - 11.2016
Skills:
- Routing & Switching
- Server & Workstation
- Desktop, Laptop & Printers
- Office 365
- Switch, Hub & Firewall
Strength
Communication Skills
Hardworking
Leadership Quality
Honest
Timeline
Customer Support Associate
Pentacle IT Solution Private Limited
02.2021 - Current
MBA - Information Technology
Integral University
08.2020 - 05.2022
Network Engineer
UP Projects Corporation Limited
10.2019 - 11.2020
IT Executive
Mr. Brown Bakery & Foods Products Private Limited
09.2018 - 09.2019
Certificate in C Language - Computer Programming
Jawahar Computers
08.2016 - 11.2016
Bachelor of Computer Applications - Information Technology
Shri Ramswaroop Memorial University
08.2015 - 05.2018
Senior Secondary - Commerce
J.P Public Inter College
03.2014 - 02.2015
Diploma in Computer Hardware & Networking - Information Technology
NIIT
03.2012 - 02.2013
Diploma in Support Business Desktop - Information Technology
NIIT
03.2012 - 02.2013
High School - Commerce
RPS Public School
03.2011 - 02.2012
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