Sayeed Salam
Hyderabad
Summary
Experienced IT Service Desk Analyst with 4 years of comprehensive expertise in providing technical support, AD group management and troubleshooting to ensure seamless operations. Proven track record in core technical troubleshooting. Dedicated to delivering effective IT support and optimizing system performance. Seeking to leverage skills and experience to contribute to a dynamic IT team.
Overview
5
5
years of professional experience
6
6
Certifications
3
3
Languages
Work History
IT Service Desk Analyst
CommScope
12.2021 - Current
- Utilized ServiceNow ticketing tool to efficiently manage and resolve IT incidents and service requests.
- Created and managed Active Directory groups, ensuring proper access levels and permissions.
- Administered SAP accounts, including user creation, role assignment, and access management.
- Provided core technical troubleshooting for IT systems and applications, resolving issues promptly to minimize downtime.
- Managed outage tickets, coordinating with relevant teams to investigate and resolve service disruptions.
- Facilitated the onboarding process for new employees, including setting up domain accounts and providing technical support.
- Collaborated with cross-functional teams to identify and address the root cause of IT issues.
- Provided support for SAP print issues, network issues, hardware problems, and mobile device enrollment
IT Help Desk
Sun Pharma
10.2021 - 12.2021
- Troubleshooting technical issues, Shipping hardware's and Supporting on applications like Concur, Tableau, UltiPro and OneHR
- Helped users with O365 Migration
- Provided Pre migration communication and Post migration instructions to users
- Management and troubleshooting enterprise Active Directory and synchronization to Office 365
- Providing support for issues relating to OCE Salesforce CRM
- Uses a Horizon ticketing tool for ticket documentation and Order creations
- Identify and suggest possible improvements towards the process.
IT Help Desk Analyst
Merck
08.2019 - 09.2021
- Provided IT support services, troubleshooting and system operation including printers, Docking stations and desktops
- Provided technical support for Microsoft services online
- Expert with the navigation and settings of all the Office 365 Services
- Reset passwords for all users, add and manage domains
- Worked on all mode of interactions by handling Email, Chats and Inbound calls also handled multiple chats when there is high volume
- Documented 30+ Tickets daily in BMC remedy environment with 80% resolution.
Education
Bachelor Of Engineering (B.E) Civil Engineering -
Deccan College of Engineering and Technology
XII (Senior Secondary)-MPC - undefined
Narayana junior college
X (Secondary) - undefined
St. Marks boys town high school
Skills
Analytical and critical thinker
Customer Service Expert
Technical Troubleshooting
Account Management
Hardware Upgrades
Issue Troubleshooting
Desktop Support
User Support
Software Diagnosis
Network Diagnostics
Performance Testing
Software Installation
Certification
bachelor Of Engineering, 07/2014 - 03/2018
Projects
Analysis and design of Multistorey Residential Building, 04/2018 - 06/2018, Planning and column placement was done of autocad. Structural (Analysis and Design) was done on etabs manual designing was also done to backup the software work. Introduced some ideas inorder to make the structure economic and cost effective. Presenting a seminar and preparing a thesis record.
Timeline
IT Service Desk Analyst
CommScope
12.2021 - Current
IT Help Desk
Sun Pharma
10.2021 - 12.2021
IT Help Desk Analyst
Merck
08.2019 - 09.2021
Bachelor Of Engineering (B.E) Civil Engineering -
Deccan College of Engineering and Technology
XII (Senior Secondary)-MPC - undefined
Narayana junior college
X (Secondary) - undefined
St. Marks boys town high school