Riyaz Sheikh
Pune
Summary
Dynamic Senior IT Support Engineer with extensive experience at EMERGYS Labs Pvt Ltd., excelling in technical support and network troubleshooting. Proven ability to enhance system efficiency through IT infrastructure upgrades and effective incident management. Skilled in Active Directory management and committed to mentoring junior staff, fostering a collaborative team environment.
Overview
10
10
years of professional experience
Work History
Senior IT Support Engineer 2.5+ Years
EMERGYS Labs Pvt Ltd.
Pune
06.2022 - Current
- Providing Level 1 technical support for hardware, software, and network-related issues across the organization for over 1000+ employees (US based Client)
- Administer the ticketing system (RemedyForce) and emails, respond promptly to user’s issue and requests via email, phone and chat
- Provide clear and concise explanation to resolve user’s issue
- Document user’s interaction and resolution in CRM system
- Identify and analyse user’s issues to determine root cause
- Perform troubleshooting and initial diagnosis of assigned IT tickets, including remote connection to the end user devices using remote access tool
- Escalate unresolved issues to the appropriate team members
- Managed Active Directory, user access controls, and group policies to maintain security and compliance
- Supporting applications such as Dayforce, Workday, Office 365, Outlook, BOX
- Led IT infrastructure upgrades, ensuring minimal downtime and improved system efficiency
- Follow ITIL processes for incident management and problem resolution
- Working in rotational shifts to provide 18/5 technical support, ensuring a stable and efficient IT infrastructure
- Trained junior IT staff and provided mentorship to improve team performance
- (US based Client)
Operations Manager / IT Administrator 3+ Years
Garage2Ghar LLP
Pune
02.2019 - 06.2022
- Managed IT operations, troubleshooting, and system administration
- Provided customer support via ZohoDesk
- Installed and configured Windows 10, printers, networking, biometric devices and antivirus solutions
- Rework ticket handling through ZOHODESK
- Monitoring AWS Console
- Taking care of customer's requirements and complaints through AWS Console
- Key person for website and APP Developers (DevOps)
- Printer Installation and Networking
- Windows 10 Formatting and Installation
- Assembling computer hardware
- Antivirus, Drivers, Applications installation
Branch In-Charge & IT Support 3 Years
IIT'ians PACE Education Pvt. Ltd.
Pune
01.2015 - 12.2018
- Provided IT support across multiple classrooms
- Installed and maintained Windows systems, networking, biometrics, routers and smart boards
- Handled troubleshooting, remote support, and system upgrades
- Installed and maintained Windows systems and LAN networks
- Managed printer installations, troubleshooting, and hardware setups
- Provided IT support and software installations
Education
Bachelor Degree of Commerce - Computer
SGBA University
AmravatiSkills
- Windows 7, Windows 10, Linux
- LAN/WAN, TCP/IP, DNS, DHCP, VPN
- Firewalls, Servers, Workstations
- Laptops, Printers, SmartBoards, Biometric Devices, Routers
- Microsoft Office 365, ZohoDesk, AWS Console, Active Directory, ITSM tools, RemedyForce
- AWS,Google Workspace,ServiceNow
- Technical support
- Network troubleshooting
- Active Directory management
- Ticketing system administration
- Windows installation
- Remote desktop support
- Incident management
- Operating system support
- Application support
Other Details
Marital Status: Married
Hobbies: Travelling and Swimming
Postal Address:Flat 101, Building 3B, Kul Ecoloch Delight, Mahalunge, Pune Pin-411045
Timeline
Senior IT Support Engineer 2.5+ Years
EMERGYS Labs Pvt Ltd.
06.2022 - Current
Operations Manager / IT Administrator 3+ Years
Garage2Ghar LLP
02.2019 - 06.2022
Branch In-Charge & IT Support 3 Years
IIT'ians PACE Education Pvt. Ltd.
01.2015 - 12.2018
Bachelor Degree of Commerce - Computer
SGBA University
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