SHAHRUKH SHAIKH
Technical Support Engineer
Mumbai
Summary
Highly motivated and accomplished Network and Technical Engineer (L2) with a track record of delivering exceptional results. Demonstrated proficiency in deploying, configuring, diagnosing, and upkeeping communication networks. Skilled in resolving complex network challenges, optimizing performance, and implementing robust security protocols. Adept at collaborating with diverse teams to deliver innovative solutions that align with business goals. Constantly seeking to stay updated on new technologies and trends in the industry. Enthusiastic about leveraging my expertise in network optimization and security to drive success within a forward-thinking organization. Seeking opportunities to contribute my strategic thinking and technical prowess for organizational advancement.
Overview
9
9
years of professional experience
1
1
Certification
3
3
Languages
Work History
Technical Engineer (L2)
CeX Webuy Entertainment
03.2022 - Current
- Handle and acknowledge support tickets promptly, ensuring all issues are followed up on and resolved promptly.
- Monitored and managed escalated incident queues and second-line escalations, making sure critical issues were addressed promptly and passed to the correct teams when required.
- Handled the replacement and preparation of Windows Servers (2012–2022), ensuring smooth system maintenance, and seamless upgrade transitions.
- Work on the administration of Windows systems, servers, networks, and enterprise antivirus tools.
- Troubleshoot hardware, software, and networking issues, applying fixes or workarounds where needed.
- Support and maintain Active Directory environments, including user and group administration, and related configurations
- Perform advanced networking tasks, including VLAN configuration, routing basics, DHCP/DNS management, and general network troubleshooting.
- Work and have knowledge of AWS services such as EC2, VPC, S3, RDS, and Route 53, focusing on maintaining stable and secure cloud resources.
- Collaborated with cross-functional teams to maintain high standards of IT service delivery, participating in departmental meetings, and training initiatives.
- Helped colleagues by sharing technical knowledge.
- Ensure smooth IT operations for stores by resolving system, network, and connectivity issues.
- Keep documentation, troubleshooting guides, and internal procedures up to date for smoother operations and faster resolutions.
- Participate in team meetings, training sessions, and contribute to improvements in internal processes.
- Trusted by seniors to handle and resolve critical issues efficiently and independently.
- Stay updated with new technologies, and apply them to day-to-day support work.
- Provide on-call support when needed to maintain service availability.
- Deliver quality support to both local and overseas users, using strong communication and problem-solving skills.
Specialist, EUC Services (Technical Support)
XPO Logistics (GXO Logistics)
05.2021 - 03.2022
- Administered and maintained Microsoft 365 environments, including account provisioning, license management, role assignments, and configuration of Teams, OneDrive, and Outlook
- Resolved complex Exchange Online issues including mailbox permissions, shared mailboxes, distribution lists, and calendar sync problems
- Utilized PowerShell scripts for bulk operations, automation of administrative tasks, and advanced troubleshooting
- Monitored network and system health using SolarWinds, proactively identifying and resolving performance bottlenecks, outages, and hardware failures
- Basic understanding of SD-WAN architecture and components
- Collaborated with Tier 3 and network teams to escalate and resolve infrastructure issues, ensuring SLA compliance
Senior Advisor II (Technical Support)
Concentrix (Convergys)
11.2019 - 05.2021
- Delivered responsive L2 technical support for Windows systems, network connectivity, email clients, and general desktop environments, ensuring timely resolution and minimal user disruption.
- Diagnosed and resolved internet connectivity issues across various technologies, including FTTH (Fiber to the Home), FTTC (Fiber to the Cabinet), and HFC (Hybrid Fiber-Coaxial) networks
- Administered Active Directory: managed user lifecycle activities such as account creation, password resets, group memberships, and permissions, in compliance with access control policies
- Supported end-users with hardware troubleshooting, including driver conflicts, printer setup, network printing issues, and coordination of hardware replacements
- Liaised with Tier 3 support and vendors to escalate unresolved incidents, track issue progress, and ensure resolution within agreed service levels
- Maintained detailed documentation of support activities and contributed to the knowledge base for recurring issues and resolutions
Technical Support Associate
Netgen Hitech Solution LLP
01.2017 - 11.2019
- Skilled network engineer with expertise in designing and configuring network infrastructures, including switches, routers, and access points.
- Committed to ensuring optimal performance through routine maintenance and thorough network check-ups.
- Adept at implementing effective solutions to enhance connectivity and reliability, driving seamless communication, and operational efficiency across the organization.
- Passionate about leveraging technology to support business goals and enhance user experiences.
Education
Bachelor of Science - I.T
Mumbai University
04.2001 -
Skills
- AWS Application Deployment And Management (EC2 S3 RDS)
- Windows & Linux Administration
- Windows Server Active Directory Administration
- Network Configuration & Troubleshooting
- DNS Mapping & DHCP Configuration
- Group Policy Management
- Database Administration (SQL & MySQL)
- Meraki
- Antivirus Management (Kaspersky Endpoint)
- Network Protocols & Security
- Ruckus
- Firewall Routing Switching Management And Configuration
- Knowledge Of HTML5
Certification
Hardware And Networking CCNA
Accomplishments
- Rising Star Award: Recognized for exceptional performance and contributions to the organization.
Timeline
Technical Engineer (L2)
CeX Webuy Entertainment
03.2022 - Current
Specialist, EUC Services (Technical Support)
XPO Logistics (GXO Logistics)
05.2021 - 03.2022
Senior Advisor II (Technical Support)
Concentrix (Convergys)
11.2019 - 05.2021
Technical Support Associate
Netgen Hitech Solution LLP
01.2017 - 11.2019
Bachelor of Science - I.T
Mumbai University
04.2001 -