Technical Support It

SHAIK NIZAM UDDIN

**********@*****.*** 341-***-**** linkedin.com/in/shaiknizam-it

Professional summary

Technical Support/Desktop Support Engineer with 2+ years of experience supporting 500+ users across Windows, macOS, and Linux environments. Skilled in resolving hardware, software, and network issues using Active Directory, Office 365, ServiceNow, SCCM, and VPN. Delivered 95% SLA compliance, reduced ticket resolution time by 30%, and lowered ticket volume by 25% through proactive support and documentation.

Core Competencies

Technical Support Desktop Support Ticketing Systems Active Directory Hardware Troubleshooting Remote Support Tools System Imaging User Onboarding Windows/Linux/Mac OS VPN Configuration Printer & Peripheral Support.

Skills

● Operating Systems: Windows 10/11, macOS, Linux.

● Tools & Platforms: ServiceNow, TeamViewer, AnyDesk, SCCM.

● Directory Services: Active Directory, Azure AD.

● Networking: DHCP, DNS, TCP/IP, VPNs.

● Hardware: Desktops, Laptops, Printers, Peripherals.

● Soft Skills: Communication, Teamwork, Problem-Solving, Adaptability. Professional Experience

Technical Support Engineer (Intern) Reliance Pacific – Fremont, CA (Oct 2023 – Aug 2024)

● Provided L1 and L2 technical support for over 500 end-users in a hybrid Windows/Mac environment.

● Resolved hardware, software, and networking issues through remote tools (TeamViewer, RDP).

● Managed user accounts, password resets, and access rights in Active Directory.

● Performed OS installations, updates, and virus/malware removal.

● Documented tickets in ServiceNow and ensured SLA compliance. Desktop Support Technician Wipro – Hyderabad, India (May 2022 – July 2023)

● Supported daily IT operations and responded to technical issues from onsite staff.

● Installed and configured desktops, laptops, printers, and mobile devices.

● Assisted in imaging and deploying systems using SCCM.

● Delivered onboarding IT training to new hires.

● Maintained accurate records of hardware inventory and user equipment. Education

lindsey wilson College Columbia, USA (May 2025)

Master’s in Technology Management.

Osmania University, Telangana, India (Apr 2022)

Bachelor’s in Computer Applications.

Academic Projects

Technical Support Optimization Initiative (Final Sem Projects) Lindsey Wilson College Master of Science in Technology Management (May 2025)

● Led troubleshooting in a hybrid Windows and macOS environment, increasing system uptime by 15%.

● Administered user accounts, access permissions, and password resets using Active Directory.

● Resolved hardware, software, and network issues remotely using TeamViewer and RDP; logged tickets in ServiceNow to ensure SLA compliance.

VPN Implementation for Remote Workforce ( First Semester Group Project) Lindsey Wilson College Master of Science in Technology Management (Sep 2023)

● Designed and deployed IPSec and SSL VPNs with Multi-Factor Authentication (MFA) to enable secure remote access.

● Conducted penetration testing and implemented remediation strategies to strengthen network security.

● Enhanced remote connectivity in a simulated enterprise environment; documented the full deployment process collaboratively.

End-User IT Support and Deployment Project (Final Sem Projects) Osmania University Bachelor of Commerce in Computer Applications (Jan 2022)

● Designed and implemented an IT support framework for system imaging, device deployment, and user onboarding.

● Standardized hardware and software rollouts using SCCM, reducing setup errors by 25% and boosting efficiency.

● Conducted IT training sessions on cybersecurity, device usage, and troubleshooting to enhance user competence.

Certifications

● CompTIA Network+, 2024

● Microsoft Certified: Modern Desktop Administrator Associate 2022

● Cisco Certified Network Associate (CCNA), 2022

● CompTIA IT Fundamentals. 2019

ACCOMPLISHMENTS

07/02/2021 Outstanding in “General awareness on IT” Conducted by the Department of Computer Science and Applications.

01/14/2022 Outstanding in “Management Information Systems” Conducted by the Department of Computer Science and Applications.

MEMBER OF OU SOCIETY OF CPAS

Membership awarded to outstanding Information Technology (IT) fundamentals students pursuing their bachelor's degree.

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