Syed Tahair Hussain
Bengaluru
Summary
Dynamic Senior IT Operations Support Engineer with a proven track record at WSP India, specializing in advanced troubleshooting, incident management, and remote support. Proficient in ServiceNow, Entra ID, MDM, Intune, Autopilot, and reporting tools. Skilled in hardware installation, system re-imaging, and software deployment, consistently reducing incident resolution times through strategic problem-solving. Experienced in mentoring junior analysts, fostering a collaborative environment, and driving team productivity. Committed to delivering seamless IT solutions, optimizing operational efficiency, and aligning technology with business goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior IT Support Engineer
WSP India
12.2022 - Current
- Managed on-site IT operations, providing end-to-end technical support for hardware, software, and network issues.
- Successfully resolved incidents like system hanging (Revit & Civil 3D), Outlook login failures, and camera malfunctions through strategic troubleshooting and re-imaging.
- Conducted Windows updates, driver installations, and hardware replacements (monitors, HDMI cables, docking stations).
- Collaborated with cross-functional teams to identify root causes and implement long-term solutions.
- Ensured compliance with ITIL practices by preparing detailed case notes and incident reports.
- Provided user training for IT tools and best practices, enhancing team productivity.
- Generated reports to track performance and analyze trends.
Senior Service Desk Analyst
Atkins Realis India PVT Ltd
11.2016 - 12.2022
- Acted as a Subject Matter Expert (SME), providing advanced technical support and guidance for critical incidents.
- Mentored and trained junior service desk analysts, enhancing team technical capabilities.
- Resolved high-priority issues, including Outlook login failures, system hangs (Revit & Civil 3D), and hardware malfunctions through strategic troubleshooting.
- Managed user accounts via Active Directory — password resets, access provisioning, and group policy updates.
- Ensured adherence to ITIL practices, preparing detailed case notes and conducting root cause analysis (RCA) for recurring incidents.
- Collaborated with infrastructure and network teams to address complex issues beyond Tier 1 support.
- Championed continuous improvement initiatives, reducing average incident resolution time within agreed SLA
Helpdesk Engineer (net Connect)
HPE
12.2014 - 04.2016
- Delivered on-site and remote IT support for Coca-Cola employees, addressing hardware and software issues promptly.
- Resolved critical incidents like Windows update failures, Outlook password prompts, and system hangs with complex applications like order processing system and hand held devices
- Managed Active Directory tasks — password resets, account unlocks, and user access provisioning.
- Supported peripheral devices by troubleshooting monitors, HDMI cables, docking stations, and printers.
- Executed system re-imaging and software deployments to ensure system integrity and security.
- Logged, tracked, and escalated incidents using ServiceNow (or relevant ticketing tool), ensuring SLA compliance.
- Collaborated with Coca-Cola’s internal teams and vendors for efficient problem resolution.
Process Executive
Infosys BPM
09.2011 - 12.2012
- Managed end-to-end processing of BT Wholesale orders, ensuring accuracy and timely delivery.
- Validated and updated customer data using CRM tools and internal systems.
- Handled escalations and incident management for complex telecom issues, collaborating with technical teams to resolve service disruptions.
- Ensured strict adherence to SLAs by tracking progress and addressing delays proactively.
- Generated process reports and performance dashboards for management review.
- Identified opportunities for process improvements, reducing errors and increasing efficiency.
- Communicated with BT Wholesale clients and internal teams to clarify requirements and resolve queries.
- Spearheaded organizational development efforts, incorporating macro-level business process enhancements.
Education
MBA - Marketing And IT
H.K.B.K College of Engineering
Bengaluru, India07-2014
BBA - Marketing
B.E.T College of Management And Science
Bengaluru, India08-2011
Skills
- Remote support
- Training and mentoring
- Hardware installation
- Software deployment
- Server maintenance
- Application support
- Advanced troubleshooting
- Incident management
- Mobile device management
- Azure Entra ID
- Cloud Computing
- Autopilot
- Networking
- Intune companyportal
- Project management
- Data Anallytics
Certification
- ITIL v4 foundation certified
- Business Analytics
- Data science with AI/ML
- Cloud computing
- Autopilot
- project Management
Timeline
Senior IT Support Engineer
WSP India
12.2022 - Current
Senior Service Desk Analyst
Atkins Realis India PVT Ltd
11.2016 - 12.2022
Helpdesk Engineer (net Connect)
HPE
12.2014 - 04.2016
Process Executive
Infosys BPM
09.2011 - 12.2012
- ITIL v4 foundation certified
- Business Analytics
- Data science with AI/ML
- Cloud computing
- Autopilot
- project Management
MBA - Marketing And IT
H.K.B.K College of Engineering
BBA - Marketing
B.E.T College of Management And Science
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