Zuzer Nulwalla
Mumbai
Summary
Dynamic Senior Service Level 2 Technical Support Engineer with a proven track record at NARVIK MARINE SUPPORT PVT LIMITED. Expert in hardware troubleshooting and incident management. Enhance enhance operational efficiency through proactive maintenance and staff training. Committed to delivering high-quality IT solutions. Ensuring seamless system performance and client satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Service Level 2 Technical Support Engineer
NARVIK MARINE SUPPORT PVT LIMITED
07.2021 - Current
- Troubleshoot complex technical problems across multiple onboard systems and implement effective solutions.
- Managed IT ticketing systems, creating and tracking tickets for hardware, software, and network issues to facilitate timely resolution.
- Provided remote and on-site IT support for vessels, managing hardware, software, and network systems to ensure seamless operations and minimize disruptions.
- Install, configure, and maintain servers, PCs, satellite communication systems, and VOIP applications (including Jabber).
- Monitor system performance, ensure cybersecurity protocols, and maintain IT asset inventories.
- Implemented proactive maintenance schedules and system monitoring to minimize downtime and prevent critical IT failures onboard vessels.
- Collaborated with cross-functional teams to escalate and resolve critical incidents, ensuring high service standards and continuity of operations.
- Educated crew members on best practices for IT operations.
- Perform server rack installations, mount network devices, and ensure proper network cabling alignment.
Senior Desk Level 2 Support Engineer
OCWEN FINANCIAL SOLUTIONS PVT. LTD.
03.2020 - 04.2021
- Provided 24/7 technical support in a rotational shift environment for VIP clients.
- Resolved high-priority VPN and Citrix-related issues, enhancing client satisfaction with timely solutions.
- Troubleshot, diagnosed, and resolved complex remote access, connectivity, and application performance issues.
- Collaborated with internal teams to streamline operations, reducing downtime and improving service delivery.
- Oversaw IT inventory management, ensuring accurate tracking and optimal utilization for efficient resource allocation.
- Managed technology projects in Rajasthan.
Senior IT Engineer
DOMINION DIAMOND INDIA PVT. LTD.
11.2017 - 03.2020
- Configured and maintained Cyberoam and SonicWall firewalls, enhancing network security.
- Managed user access levels and permissions on file servers, ensuring data security.
- Collaborated with vendors and Windows teams to identify and resolve server and network issues, ensuring minimal downtime.
- Delivered remote IT support via Ammy Admin, TeamViewer, and Bomgar to resolve user issues efficiently.
IT Technical Support Specialist
NCR Corporation Pvt. Ltd.
Mumbai
06.2015 - 10.2017
- Managed IT infrastructure with a focus on server maintenance and Active Directory administration to ensure system reliability.
- Provided technical support for hardware, software, and network issues, resolving user problems efficiently.
- Trained and supported end-users to enhance their IT proficiency and maintain smooth operational workflows.
- Maintained IT documentation and tracked system changes.
- Mumbai
FMS Technical Support Executive
Amadeus Pvt. Limited
Mumbai
10.2014 - 06.2015
- Provided technical support for Flight Management Systems (FMS).
- Troubleshot software and hardware issues to achieve minimal downtime.
- Monitored system performance to proactively identify and address potential issues.
- Collaborated with cross-functional teams to resolve complex technical problems, enhancing overall system reliability.
- Conducted project activities in Mumbai
Senior Technical Support Engineer
Digipro Systems Pvt. Ltd.
Mumbai
08.2013 - 08.2014
- Executed system upgrades and maintenance, improving overall system performance.
- Oversaw IT system monitoring, ensuring stability and reliability for client operations.
- Provided IT support for clients, resolving hardware and software issues to enhance user experience.
- Provided training to end-users on IT systems and tools.
- Managed client IT services in Mumbai.
Customer Support Engineer
Redington
Mumbai
12.2012 - 08.2013
- Resolved customer issues promptly, ensuring high satisfaction levels.
- Provided technical support for IT hardware and software products, enhancing user experience.
- Functioned as a technical support representative in Mumbai, resolving user concerns.
- Conducted on-site troubleshooting and system installations.
- Recorded customer issues and resolutions for future reference, streamlining support processes.
System Administrator
Carlson Wagonlit Travel
Mumbai
10.2010 - 04.2012
- Managed IT infrastructure, optimizing performance across servers, networks, and desktops.
- Ensured system reliability through proactive maintenance and timely updates.
- Monitored network and server performance, achieving consistent uptime.
- Provided technical support to employees, resolving IT issues efficiently.
- Managed IT projects in Mumbai
Education
B.Com -
MS University
Delhi01-2013
Skills
- Windows support
- Hardware troubleshooting
- Device management
- Data protection strategies
- Incident management
- Documentation management
- Service improvement initiatives
- KPI tracking
- Regulatory compliance
- Remote support tools
- Unified communications
- Shift management
- Staff training and development
- Leadership and team supervision
- Documentation management
- Service improvement initiatives
Certification
- Technical Troubleshooting / IT Support
- Server Maintenance
- System Administration
- Network Management
- Remote Assistance
- Active Directory / Endpoint Security / MDM Installation / Citrix Support
Languages
- Marathi
- Hindi
- English
- Marathi
- Hindi
References
Available upon request.
Hobbies and Interests
- Songs
- Travelling
- Cinema
Training
- AWS Cloud Computing, Ongoing
- Hardware Networking, Saboo Siddiqui's Polytechnic
- MSITP Server Certification, 2008, CMS Institute
Disclaimer
I hereby declare that the above-mentioned information is true and I bear the responsibility for the correctness of the above-mentioned particulars.
Leadership And Team Management
- Team Supervision & Task Delegation for multi-shift technical operations
- Performance Monitoring & KPI Tracking to meet SLA targets
- Escalation Handling and critical incident coordination with stakeholders
- Training, Coaching & Staff Development programs for Level 1/2 engineers
- Process Improvement & SOP creation to standardize support workflows
- Vendor Coordination and on-site/offshore resource management
Personal Information
- Passport Number: P9075180
- Date of Birth: 12/14/88
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Senior Service Level 2 Technical Support Engineer
NARVIK MARINE SUPPORT PVT LIMITED
07.2021 - Current
Senior Desk Level 2 Support Engineer
OCWEN FINANCIAL SOLUTIONS PVT. LTD.
03.2020 - 04.2021
Senior IT Engineer
DOMINION DIAMOND INDIA PVT. LTD.
11.2017 - 03.2020
IT Technical Support Specialist
NCR Corporation Pvt. Ltd.
06.2015 - 10.2017
FMS Technical Support Executive
Amadeus Pvt. Limited
10.2014 - 06.2015
Senior Technical Support Engineer
Digipro Systems Pvt. Ltd.
08.2013 - 08.2014
Customer Support Engineer
Redington
12.2012 - 08.2013
System Administrator
Carlson Wagonlit Travel
10.2010 - 04.2012
B.Com -
MS University