Syed Sohail Ahmed
Kalaburgi
Summary
Accomplished IT professional with a proven track record at Integrated Wireless Solutions, specializing in incident management and ITIL framework. Expert in Active Directory management and fostering cross-functional team collaboration. Demonstrated success in optimizing service desk performance and enhancing IT service management, ensuring operational excellence and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Sr Executive - L2 Support.
Integrated Wireless Solutions
Kalaburgi
09.2023 - Current
- Resolved user account problems in Active Directory.
- Collaborated with cross-functional teams to support facility upgrades and expansions.
- Troubleshot hardware-related problems such as memory or disk errors on desktops and laptops.
- Monitored server performance metrics such as CPU utilization, disk space usage.
- Assisted users with login credentials resetting or password resets.
- Coordinated shutdowns and turnarounds for major maintenance activities, minimizing operational impact.
- Investigated reported incidents and identified root causes of incidents and problems.
- Administered the maintenance budget, optimizing resource allocation and expenditure control.
- Created new user accounts in Active Directory with appropriate access rights.
- Provided detailed reports on service desk performance metrics.
- Answered user inquiries to resolve computer software or hardware operation problems.
Senior Service Desk Engineer
Vertex India Pvt ltd
Bangalore
10.2021 - 08.2023
- Managed the configuration and setup of customer accounts and systems.
- Collected, analyzed and reported on data for use in operational planning.
- Provided technical assistance to customers through phone, email and chat support.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
Technical Support Engineer
One point one solutions
Bangalore
02.2020 - 09.2021
Technical Support Representative
Concentrix Daksh Pvt ltd
Bangalore
05.2017 - 01.2020
Education
Electrical, Electronics And Communications Engineering
Grammar Multimedia High School
Kalaburgi03-2014
Skills
- Incident management
- ITIL framework
- Service level management
- ServiceNow administration
- IT service management
- SAP analytics
- Networking
- Microsoft office support
- Microsoft Office knowledge
- DNS configuration
- Active Directory management
- User account provisioning
- Network troubleshooting
Timeline
Sr Executive - L2 Support.
Integrated Wireless Solutions
09.2023 - Current
Senior Service Desk Engineer
Vertex India Pvt ltd
10.2021 - 08.2023
Technical Support Engineer
One point one solutions
02.2020 - 09.2021
Technical Support Representative
Concentrix Daksh Pvt ltd
05.2017 - 01.2020
Electrical, Electronics And Communications Engineering
Grammar Multimedia High School
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