shakeelrahman13

Providing support to Spencer’s Retails customers.. • Researched and identified solutions to software and hardware issues. • Solving customer issues by taking the remote desktop of computers. • Provide thorough support in troubleshooting computer related issues. Cisco VPN, Firewall ,POS Machines • Installation and troubleshooting Windows OS and Microsoft office suite, Support on SQL DB file Back Up • Retail applications SAP install , configure as per department

Delivered technical support to International clients via telephone/ Email or ticket, which included installing printers, desktops, laptops, and mobile devices. • ServiceNow and Google Owned ticketing tool • Asset Management BRONCO • Onboarding Nooglers, LDAP assigning. • Proficient in handling escalations and provided prompt resolution for clients in timely basis. • Resolved 1-2 tier trouble tickets for users related to hardware and software issues and achieved recognition for resolution times • Installation and troubleshooting of Windows and Mac Operating Systems. • Application installations, Software Issues and Optimising PC’s • Understanding and troubleshooting Blue screen Errors, Boot Issues, Driver related issues, Network issue, Data Recovery and System Recovery.

Monitoring and managing tier 1 and 2 IT tickets from end users and IT infrastructure support across organisation mainly focused on LANA, APAC region and Global support. • Working Experience in ticketing tools like ServiceNow, BMC Remedy, BMC Helix and Zendesk. • Strong knowledge in Mac & Windows Administration. • Working Experience in Ubuntu, Chromebook and Mobile devices. • Setting up New Hire laptops, configuring Security tools, Domain join and device enrolments as per organisation compliance. • Experience in Google Suite, Office 365 Admin assigning licenses, setting up new Distribution list, New Teams channels/SharePoint Sites and changes (Adding members, changing ownership) • Working experience in SSO/MFA and Active Directory, create users, password resets and adding groups in AD. • Working closely with HR team on New Hire’s Onboarding and End users Exit formalities. • Strong knowledge in enrolling devices (Windows, MAC and Mobile devices in Mobile Device Management tools (Air watch WSPK1 and JAMF) and managing. • Application installations, support and Application deployment using Air watch WSPK1 and JAMF. • Experience in assisting Key People C Level & Executive level staff. • Proficient in handling escalations and provided prompt resolution for end users in timely basis. • Experience in handling large Outages and assisting end users. • Strong technical knowledge of IT infrastructure including networks, operating systems, security and IT assets. • End-to-end supervision and monitor of tickets of the team work and daily work allocation of tickets to the teammates. • Prepare and provide IT reports to reporting Manager and Sr. Manager on key findings.