Musaddique
Sr Technical Support Specialist
THANE
Summary of Career
1. Innovative and articulate technical support professional with 10 years of work history working in help desk, IT support and networking environment.
2. Proficient with network hardware such as hubs, routers, servers and cabling.
3. strong knowledge of support desk software and ticket tracking systems.
4. Excellent communicator, capable of explaining complex technical issues quickly and easily, ensuring timely resolution of problems.
5. Install, configure and maintain software applications, operating systems, administration and network monitoring.
6. Diagnose and repair internet service. LAN networks, wireless and email failures. Manage migrations of major business applications.
7. Oversee backup and recovery of critical data. Configure new and existing network systems and hardware.Migrated users from Skype for Business to Microsoft Teams depending on their role and location.
8. Training staff members on productivity software and proprietary applications. Set up administrative passwords and directory permissions Install and maintain anti-virus, firewall and security. Trained and certified in technical support and networking.
9. Maintenance of AD infrastructure including regular patching and upgrade activity e.g. moving from Windows 2008R2 to Windows2012 Experience in IT infrastructure services: DNS, DHCP, AD Trust Relationships, and Permissions Experience with PKI Certificates and SSL Solid understanding of IT components including Networking, Network Load Balancing, various Operating Systems, SAN/NASstorage, x86 hardware, Single Sign-On solutions, and SaaS Operations (Office365) Perform daily system monitoring, verifyi
10. Proactively and continuously evaluate and address issues related to performance, stability, scalability, and extensibility of the systems Provide Tier III Support to include in-depth analysis and troubleshooting of issues escalated by Tier II support personnel Led the win 7 migration project as part of the effort in migrating 600+ users firm-wide from win 7 to win 10; directed and instructed two consultants during the migration process.
My previous gave me a responsibility to take care of 50% of my TL's work. I had to complete my executive work with in time frame and need to continue what additional responsibility I had on that day. At that time I felt its tough to complete Tl's work as an executive. But I took it as a challenge and completed as per by TL's requirement. Finally, I promoted as TL.
Experience as Desktop Support Engineer
07 January 2008
25 June 2009
Provided desktop support of 300+ in office users and over 150 remote users
(Cybersource).
Built and tested laptop image distributed across 5,000 systems (Visa).
Software deployment using SCCM as primary deployment toolManaged domain users
and security groups via Active Directory.
Managed 450 users email accounts and distribution groups via MS Exchange RSA and
Active Identity user set up and VPN SupportPerformed company-wide migration to
Windows 7 of 1,200+ systems (Visa)
Experience as ServiceDesk Analyst
31 August 2010
10 November 2012
Used Remedy and ServiceNow call tracking systems to log, track and manage Incidents
and Service Requests.
Managed over 10,000 Incidents/Requests per year, maintaining an overall resolution rate
of 45-50%.
Employed experience and training to troubleshoot software and hardware problems via
email and telephone, utilizing remote support tools such as Timbuktu Pro and Bomgar.
Administered and supported remote access (Cisco IPSec VPN & Juniper SSL VPN), as
well as administered and supported RSA SecurID access issues.
Performed password administration and access support for Active Directory, PeopleSoft
and a number of internal/proprietary systems and application.
Experience as Technical Support Specialist
Reliance industries Ltd
12 November 2012
To date
Enthusiastic Technical Support Specialist eager to contribute to team success through hard
work, attention to detail and excellent organizational skills. Clear understanding of Incident
Management, Problem Management and familiarwith other ITIL processes. Motivated to learn,
grow and excel in the IT services industry.
Bachelor 01 May 2013
Sikkim Manipal University,Gangtok Bachelor of Science in information Technology(Degree) // 2011 – 2014Intermediate 30 November 2007
Yashwantrao Chavan Maharashtra Open University,Nashik DiplomaIn Computers Technology // 2004– 2007Intermediate 31 December 2002
Maharashtra State Board Of Technical Education SSC Anjuman Riyazul Islam High School,Mumbai //2001 – 2002