Md Atif Alam
Bangalore,India
Summary
Versatile Technical Support Analyst skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Analyst - L2
Kyndryl INDIA
Bengaluru, India
12.2021 - Current
- Daily responsibilities include working directly with the onsite support team and helping with the onboarding/offboarding process
- Created documentation/knowledge article to outline process to create user accounts for Auditors and Vendors (acquired companies)
- Responsible for end-to-end onboarding and offboarding of auditors
- Adding IAM roles to user accounts, Microsoft MFA setup, working with Citrix Director to restart VDIs, turn off maintenance mode
- Exposure to Microsoft Azure and Azure Virtual Desktop as part of recent transition from Citrix to MS Azure
- Queue Management - responsible for assigning tickets/tasks.
- Setting up rosters and tracking attendance for team members
- Received highest productivity award for 2022 and 2023.
Technical Support Analyst - L1
IBM INDIA
Bengaluru, India
03.2020 - 11.2021
- Worked on Web tickets and took live chats via the Live Engage chatting tool with first call resolution >85%
- Worked with Web SCCM and Microsoft Configuration manager to push and install software
- Troubleshoot different issues related to Microsoft Office, Citrix Storefront, Virtual Machines, and Internet Browsers
- Network Troubleshooting - help users connect to VPN, Wi-Fi troubleshooting
- Install printer drivers and set up/connect local printers and network printers to laptop
- User provisioning via On Prem Active Directory.
- Hall of Fame employee award in 2021
- Received multiple appreciations from clients and managers
- Received multiple weekly/monthly recognition for CSAT, Chat quality, ticket quality etc.
Education
Bachelor of Technology - Industrial Engineering
Manipal Institute of Technology
06.2019
Skills
- Microsoft Office
- Program installations
- ServiceNow
- Teamwork and flexibility
- Application installations
- Technical issue analysis
- Technical Support
Certification
- 01/01/24, ITIL V4 Foundations
- 09/01/20, Enterprise Design Thinking
- 12/01/20, IBM Digital Leaning
- 07/01/20, IBM Cloud Essentials
Timeline
Technical Support Analyst - L2
Kyndryl INDIA
12.2021 - Current
Technical Support Analyst - L1
IBM INDIA
03.2020 - 11.2021
Bachelor of Technology - Industrial Engineering
Manipal Institute of Technology