ZAFAR ZOHRA KHANUM
BANGALORE
Summary
Dynamic IT Support Specialist with proven expertise at VMware, excelling in technical troubleshooting and problem-solving. Adept at managing complex issues across Windows and Mac environments, while delivering exceptional support and maintaining high ACHT and CSAT scores. A collaborative team player committed to enhancing digital experiences and optimizing operational efficiency.
Overview
5
5
years of professional experience
Work History
Specialist IT Support Engineer
Omnissa (HCLTech)
09.2024 - Current
- Provide IT support to Global Omnissa employees for delightful support.
- Top performer
- Assisted in developing strategies to increase customer satisfaction levels.
- Facilitated training sessions for new employees on company policies and procedures.
- Created training materials for new hires on the company's procedures and policies.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Coordinated with other departments to ensure efficient workflow processes.
- Provided technical support for users experiencing difficulties with software applications.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
- Assessed company operations for compliance with safety standards.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Created technical documentation for internal use by IT staff members.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
IT Analyst
VMware (Magnit)
06.2022 - 02.2024
- Manage and troubleshoot MDM (Workspace ONE) issues on Windows, macOS, and mobile devices. This includes ensuring that the device is compliant.
- Troubleshoot issues related to Windows and macOS.
- O365 apps management, such as installation, assigning the license, application troubleshooting, and resolving profile issues.
- Creation and modification of DL, Shared Mail Box, Security Group, Service Account, and ADL.
- VDI: Windows virtual desktops (launch issues, authentication issues, availability issues, connectivity issues).
- Microsoft Active Directory: Validating the account status, unlocking the account, password reset, and modifying the account.
- Troubleshoot issues related to GlobalProtect.
- MFA configuration and troubleshooting (includes RSA, Okta, Microsoft Authenticator).
- Provide IT support to VMware employees on various platforms. This includes managing the queries and tasks from multiple platforms at a time, such as email support, Slack support, tickets, calls, and chat support.
- Maintained good ACHT scores that were set for each task.
- Providing proactive support to colleagues using Digital Employee Experience Management (DEEM) for various issues issues on laptop (both Windows and macOS).
Learning Consultant
Imasteducation
12.2019 - 03.2022
- Advisor for students, teachers, parents, school administrators, college boards, and government officials.
- Counselling students post-NEET exams.
- Be able to proactively identify and respond to the needs of students and/or educational institutions.
- Be able to gather, disseminate, and share best practices.
- Work with clients to solve their problems using education theory.
- Carry out tests to measure the effectiveness of the curriculum and ensure that the program objectives are being met.
- Develop instructional materials that are to be used by instructors and educators.
- Analysing curriculum, resources, student results, and ensuring that they align with set goals.
- Gathering information from educators, support staff, students, and parents.
- Closely examining academic systems and reporting to the relevant stakeholders.
- Providing workshops and instructional materials to improve lesson delivery and admin processes.
- Developing new and more effective curricula, learning outcomes, and teaching methods. Advising teachers, students, and parents on the effective use of digital learning tools.
Education
Microsoft Azure -
Microsoft
02-2025
Bachelor of Arts - Fine Arts
Karnataka State University
Mysore12-2012
Skills
- Windows 10 and 11
- macOS
- VDI troubleshooting and configuration
- MDM management
- Active Directory
- MS Office – O365
- Knowledge management
- Time management
- Time management
- Excellent verbal and written communication
- Problem Solving
- Interpersonal skills
- Team collaboration
- Team player
Accomplishments
- Met the targets that were set during the acquisition of VMware from Broadcom; we were asked to learn about new tools and applications, and support them for a smooth transition within one week
- Received appreciation from the management for providing proactive support to colleagues in real time in both VMware and Omnissa
- Maintained consistent ACHT
- Maintained a consistent CSAT of above 95% every month, and a 100% quality check
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Kannada
Upper Intermediate (B2)
B2
Urdu
Upper Intermediate (B2)
B2
Timeline
Specialist IT Support Engineer
Omnissa (HCLTech)
09.2024 - Current
IT Analyst
VMware (Magnit)
06.2022 - 02.2024
Learning Consultant
Imasteducation
12.2019 - 03.2022
Microsoft Azure -
Microsoft
Bachelor of Arts - Fine Arts
Karnataka State University
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