Masi Ur Rehman Shaikh
Technical Support Engineer
Pune
Summary
Experienced Technical Support Engineer with more than 3+ years of experience in Supporting Enterprise Customers.
Overview
5
5
years of professional experience
Work History
Engineer-Cloud and Infra
LTIMindtree
10.2023 - Current
- Working for Microsoft Support as a part of EPS.
- Providing Consultancy, Advisory and Technical Support to Microsoft Enterprise Customers comprising of Midsize to Large Organizations.
- Providing troubleshooting support to Issues that happen in on-premises Active Directory Environment including AD replication, GPO, Authentication, FSMO roles etc
- Providing Root Cause Analysis(RCA).
- Ensuring Service Level agreements are met.
- Ensuring high level of Customer satisfaction.
- Engaging in Cross Team collaboration in resolving highly complex technical Issues involving multiple Technologies and Products.
Technical Splz Infra Engineer
Mphasis
01.2020 - 09.2021
- Provided 2nd level Technical Support to End users working remotely and from client location
- Worked on Incident Tickets, tasks, SR within SLA 's
- Providing VDI and Xenapp support to Citrix users using Citrix Director Console
- Managing Applications in VDI
- Handling Break fix issues like VPN connectivity (Global Protect, Ping ID) Office 365, Browser Issues (outlook, Excel, onedrive etc)
- Coordinating with resolving team to fix the issue during any migration phase and pilot testing
- Remotely managing the Citrix sessions
- Have Good SLA towards SLA (Service Level Agreement)
- Troubleshoot Network, Application installation, configuration related issues
- Handling day to day calls generated by monitoring tools and from the client
- Providing root cause analysis
- Monitoring ad regular health checkups to be performed
- Patch Deployment
- DNS management
- Provide report to client about progress of the incidents
- Training (Technical and Soft skill) management for the team
- Working into 24
- 7 supports
- Working according to ITIL process.
Technical Support Engineer
Wipro Technologies
9 2021 - 10.2023
- Working with Service Desk team for providing Technical support to all DSM internal employees via E-mail, IT live Chat, Telephone and Self-Service Incidents
- Helping the end users on Active directory password reset, Account Unlock, Microsoft Authenticator (MFA) and Intune Company portal configuration in phone for accessing company resources like Outlook, MS-Teams, and other MS office applications
- Worked with project team in migrating systems from live workplace to digital workplace managed by Microsoft Intune
- Generating HWID file from user's machine and import on Azure Intune portal for Windows 10 auto pilot enrollment
- Working on Migration of 20k end user's computers from Live Workplace (LWP) to Digital Workplace (DWP Office Portal, Exchange Portal, Azure Portal
- Office 365 Active directory, End devices, VPN, Application installation, Citrix, Manual installation via CMD and powershell, outlook issues
- Proficient in working on all Windows 10 issues like blue screen of death error, system slowness, audio and microphone issues, network issues, display issue, camera not working issue and many more
- Installation and configuration of all types of Printers, Scanners, Peripheral devices, Company supported Applications, drivers, and Add-ins
- Provided Level 1 support to all the issues related with SAP GUI 7.6, Citrix, Always on VPN,Outlook, MS Teams, OneDrive, SharePoint, and other Microsoft 365 applications
- Creating a priority incident and involving the relevant team for the cases which requires high priority.
Education
Bachelor of Science - Computer Science
Pune University
Pune 04.2001 -
Skills
Troubleshooting
Problem Solving
Customer handling
Incident Management
System Administration
Customer Education
System Configuration
Team Collaboration
Effective Communication
Languages
English
Timeline
Engineer-Cloud and Infra
LTIMindtree
10.2023 - Current
Technical Splz Infra Engineer
Mphasis
01.2020 - 09.2021
Bachelor of Science - Computer Science
Pune University
04.2001 -
Technical Support Engineer
Wipro Technologies
9 2021 - 10.2023