IT Support Engineer (L1/L2)

IMRAN ANSARI

Phone: +91-740*******

Email: *************@*****.***

Location: Indore, India

Desktop Support Engineer

/imran-ansari2k/

SUMMARY

IT Support Engineer with hands-on experience delivering enterprise L1/L2 support for Windows desktops/laptops and enterprise applications. Strong capability in Active Directory user access management, Microsoft 365 support, SCCM client operations, and incident resolution with SLA compliance using ticketing via Unidesk. Skilled in network endpoint troubleshooting (DNS, DHCP, VPN, Wi-Fi, LAN/WAN) and remote support. Seeking to contribute to Letzbizz as an IT Support Engineer for remote IT support TECHNICAL SKILLS

Operating System Windows 10,11 Windows Server 2022 Active Directory & Access

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Active Directory, User Account Support, Password Resets, Access Permissions

Office Productivity Microsoft Excel (VLOOKUP/HLOOKUP, Pivot Tables, Filters, Conditional Formatting), Word, PowerPoint, Outlook, Teams IT Support & IT Operations L1/L2 Technical Support, Incident & Ticket Management, Remote Support, Hardware & Software Troubleshooting, Printer/Peripheral Support, Workstation Configuration, IT Asset Management, CMDB, SLA Management

Networking TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, VPN, IPv4, VLAN, Inter-VLAN Routing, Switching, Network Troubleshooting

EXPERIENCE

IT Support Engineer

OutworX Solution Pvt. Ltd.

Jan 2025 - Present

Indore, India

Delivered L1/L2 technical support for Windows desktops, laptops, and enterprise applications. Supported users with Active Directory-related access and account issues. Installed and configured Windows 10/11, Microsoft 365, SCCM client and business applications on user systems.

Performed software/application installations and manual patch installation on user systems as required. Provided VIP/Executive support, prioritizing user issues and ensuring timely resolution of critical incidents. Manage IT Asset Inventory and make report and share to the menegement in dealy basis. Diagnosed and resolved hardware, software, printer, and peripheral issues. Troubleshot LAN/WAN, Wi-Fi, VPN, DNS, and DHCP connectivity issues at the endpoint/user level. Provided remote support and resolved incidents through Unidesk consistently meeting SLA targets. Managed IT asset inventory and CMDB records, ensuring accurate asset lifecycle tracking and compliance. Configured and prepared systems for new and existing users, including OS, application/software installation, required configurations, hardware upgrades/replacement and refresh activities. Installed antivirus software and performed OS/security patch installation on user systems as required by organizational standards.

Collaborated with server, network, OEM and infrastructure teams to troubleshoot and resolve issues requiring specialized technical support.

www.ansariji.free.nf

CERTIFICATIONS

CISCO IT Essentials Cisco Networking Academy

Networking Essentials Cisco Networking Academy

Introduction to Cybersecurity Cisco Networking Academy Cloud Fundamentals Great Learnings

AI Tools Workshop Be10X

PROJECTS

Built and configured a Windows Server 2022 lab using Oracle VirtualBox. Deployed Active Directory Domain Services (AD DS), DNS, and DHCP. Created and managed users, groups, Organizational Units (OUs), and Group Policies. Configured file sharing, NTFS permissions, and domain-based authentication. Performed Windows Server administration and troubleshooting. Windows Server lab Setup

Designed a office network using Cisco Packet Tracer for a multi-department environment. Configured routers, Layer 2 switches, VLANs, routing, and IPv4 addressing. Implemented DHCP, DNS, and default gateway configurations for automated client connectivity. Verified network connectivity using Ping, Traceroute, and troubleshooting techniques to ensure reliable communication.

Office Network Infrastructure Simulation

EDUCATION

2020–2023 CGPA: 7.3

Diploma in Computer Science &

Engineering

R.G.P.B University

ITI - Compute Operator & Govt. I.T.I

Programming Assistant. (COPA)

Govt Industrial Training Institute Chhindwara

Govt. Polytechnic College Khirsadoh Chhindwara

2019-2020 CGPA: 8.5

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