IT Support Engineer Specialist

Ahmed Ali Khan

IT Incident Support Engineer IT Infrastructure Support Specialist

Pune,India ************.********@*****.*** +91-789******* LinkedIn SUMMARY

I am a highly experienced IT Incident Support Engineer with a proven track record of rapidly resolving technical issues to ensure business continuity. My expertise lies in strategic incident management, where I excel in tracking, logging, and prioritizing incidents to minimize service disruption. My ability to troubleshoot effectively is complemented by a collaborative spirit, enabling me to work seamlessly across IT departments to drive the adoption of solid solutions that enhance service reliability. With a steadfast commitment to customer satisfaction, I am eager to bring my skill set to your team, confident that I can deliver impactful results and contribute to the elevation of your organization's performance. SKILLS

● ITIL, ITSM and IaaS Management ● Queue Management

● Infrastructure Support, Production Support ● Operating Systems(OS)

● Incident / Ticketing Tools - ServiceNow, JIRA and SharePoint ● Troubleshooting Skills

● Monitoring / Visualization Tools - ITRS Geneos, Splunk, Grafana ● Collaborative Communications

● Communication Tools - Microsoft 365, Symphony, Zoom etc ● Root Cause Analysis (RCA)

● Incident Management, Problem Management and Change Management ● Team Player

● Service Level Agreements(SLA) ● Kubernetes(K8s)

● Customer Relationship Management(CRM) ● Citrix Workspace App PROFESSIONAL EXPERIENCE

IT Incident Support Engineer April 2022 - Present

Mphasis Pune, India

● Application and Infrastructure Monitoring and Support, Responsible for application and E2E workflows.

● Expertly managed IT Service Management, leveraging strong analytical and troubleshooting skills to minimize service disruptions and efficiently resolved multiple incidents.

● Monitored, logged, and prioritized incidents, ensuring swift response to user reports and system alerts.

● Fostered enhanced collaboration between customers, Internal IT, L2, L3, QA, Development, and Infrastructure teams.

● Enabled smooth testing in a Test environment, supported developers and testers performance.

● Effectively troubleshooted applications and infrastructure issues with the knowledge of ITIL application management.

● Proactively resolved application failures and client queries within Service Level Agreements (SLA).

● Issued timely incident and change notifications, diligently communicated impact to stakeholders.

● Conducted comprehensive Root Cause Analysis (RCA) and documented solutions to prevent issue recurrence.

● Configured Server Monitoring Tool like ITRS GENEOS to monitor server’s CPU availability, Load and Alerts

● Working experience in Incident / Ticketing Tools like SharePoint, ServiceNow and JIRA. Customer Support Representative May 2021 - February 2022 BYJU’S Learning Bengaluru, Karnataka, India

● Assisted students, parents, and staff with educational service inquiries.

● Provided support with educational technologies, including learning management systems.

● Addressed concerns related to course content, grades, and academic advising.

● Facilitated communication between students and faculty.

● Communicated important updates, deadlines, and institutional changes to all parties. Customer Support Representative September 2020 - January 2021 Ants Consulting Services Pvt Ltd Bengaluru, Karnataka, India

● Empowered communities to address social issues and improve conditions.

● Involve community members in health, education, or economic development initiatives.

● Raise awareness and advocate for policy and service improvements.

● Provided training to build community skills for independent problem-solving.

● Strengthen partnerships between community groups, organizations, and stakeholders. Customer Support Representative July 2019 - September 2020 Cogent E Services Private Limited Bengaluru, Karnataka, India

● Addressed customer inquiries on account details, transactions, and banking products across multiple channels.

● Educated customers about banking products and guided them through the application process.

● Maintained detailed records of customer interactions, transactions, and feedback for effective follow-up.

● Adhered to banking regulations and security protocols to safeguard customer information and prevent fraud.

● Identified and offered banking products or services that align with customer needs and financial goals. EDUCATION

Bachelor of Engineering(B.E) - Telecommunication Engineering Visvesvaraya Technological University (VTU) Belagavi, India PROJECT

With expertise in driving digital transformation initiatives, I significantly contributed to a project that enhanced customer experience and streamlined operational processes for a leading multinational investment banking client.. ACHIEVEMENTS

● Consistently achieved high CSAT scores (90%+), excelling in efficient and effective customer Incident resolution.

● Resolved multiple Incidents/Tickets daily, consistently meeting or exceeding team productivity targets.

● Reduced escalations to L2/L3 engineers by 30% through expert troubleshooting and problem-solving.

● Collaborated effectively with colleagues to achieve team goals, provided guidance and support to new team members. LANGUAGES

English Hindi Kannada

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