Technical Consultant - IT Support & System Administration

FAYAZ RAHMAN M

Chennai, Tamil Nadu +91-801******* *************@*****.***

L2 Technical Consultant System Administrator

PROFESSIONAL SUMMARY

Experienced IT Support Professional with 3.7 years of hands-on experience in System Administration, L2 Technical Support, and IT Infrastructure Operations. Skilled in Active Directory user management, VPN configuration, Windows OS troubleshooting, Office 365 support, and remote desktop tools. Experienced in handling incident management, SLA-based ticket resolution, and end-user support in production environments. Seeking a System Administrator / IT Operations / Cloud Support role in a growth-oriented organization. TECHNICAL SKILL MATRIX

● Active Directory (User & Group Management)

● Password Reset & Account Unlock

● VPN Configuration & Troubleshooting

● Windows 10 / 11 Administration

● Basic Windows Server Management

● Office 365 & Outlook Support

● Network Troubleshooting (IP, DNS, DHCP)

● Remote Support (RDP, AnyDesk, Bomgar)

● Antivirus & Endpoint Security

● SLA & Incident Management

● IT Asset Management

● Hardware & Software Installation

● User provisioning & access control via Active Directory

● Basic DNS/DHCP troubleshooting

● Azure Fundamentals (learning)

● VM concepts & monitoring awareness

● Created and managed AD users, groups, and access permissions

● Assisted in basic DNS/DHCP and domain join issues PROFESSIONAL EXPERIENCE

● Technical Consultant / Desktop Support Engineer (L2)

● Progressive Infovision Pvt Ltd – Chennai July 2024 – Present

● Production Support: Provide 24/7 desktop and application support for critical production environments.

● Consulting & Implementation: Installed and supported specialized Aadhaar client versions (176, 184, 192) and associated biometric peripherals.

● Advanced Diagnostics: Troubleshoot complex hardware including IRIS scanners, fingerprint devices, and Canon printers.

● System Maintenance: Perform routine system patching, application installations, and OS upgrades to ensure security compliance.

● SLA Management: Ensure rapid resolution of escalated L2 incidents while maintaining strict Service Level Agreements.

Helpdesk Support Engineer (L1/L2)

● Syrma SGS Technology Pvt Ltd – Chennai June 2022 – April 2024

● Multi-Platform Support: Provided helpdesk support for global end-users across Windows and Linux environments.

● Messaging Support: Configured MS Outlook, managed PST/OST backups, and resolved complex mail flow issues.

● Infrastructure Tasks: Handled disk partitioning, folder sharing permissions, and virtual cloud device maintenance.

● Facility Tech: Configured and maintained office hardware including projectors and Polycom video conferencing systems.

Customer Support Executive

● Zealous Services – Chennai November 2021 – May 2022

● Client Relations: Managed efficient communication between clients and end-users via chat and voice channels.

● Quality Assurance: Resolved customer grievances while strictly adhering to service quality and documentation standards.

PROJECTS, EDUCATION & STRENGTHS

RELEVANT PROJECTS & CONTRIBUTIONS

● Aadhaar Infrastructure Deployment: Successfully led the installation and configuration of biometric hardware and specialized software versions for remote operators.

● Remote Workflow Optimization: Improved resolution times by utilizing Bomgar and AnyDesk to resolve 80% of software issues without on-site intervention.

● Enterprise OS Migration: Assisted in the large-scale upgrade of corporate systems from Windows 7/8 to Windows 10/11.

Ticketing Tool

● BMC Helix

● Zoho Desk

● Service now

● Jira

Professional Achievements

● Supported 250+ end users across multiple locations

● Resolved 20–30 technical tickets per day within SLA

● Reduced system downtime by proactive issue resolution

● Successfully handled OS upgrades and system migrations

● Improved user satisfaction through quick incident closure EDUCATION

● Bachelor of Engineering (Civil): Sethu Institute of Technology, Madurai (2020) 6.8 CGPA.

● Higher Secondary (12th): Tamil Nadu State Board (2016) 62.5%.

● Secondary School (10th): Tamil Nadu State Board (2014) 83.5%. KEY STRENGTHS

● Strong analytical skills for deep-root cause hardware and software troubleshooting.

● Effective communication and technical documentation for Knowledge Base (KB) creation.

● Adaptable and self-motivated, with a proven ability to work in Hybrid and 24/7 environments.

DECLARATION

I hereby declare that the above information is true to the best of my knowledge. Fayaz Rahman M

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