This document is a curriculum vitae for Zein Sarfaraz Khan that highlights his professional experience in information technology support roles over the past 7 years. It details his technical skills and certifications in areas such as Windows, Office 365, Active Directory, and networking. He has worked as a senior service analyst and support engineer for various companies in India and the United Arab Emirates, supporting hundreds of users and troubleshooting a wide variety of hardware and software issues. His roles have included managing other engineers, implementing projects like Windows 7 migrations, and being the primary point of contact for client IT departments.

1. CURRICULUM VITAE
Name: Zein Sarfaraz Khan
Mobile: + 971 56 1622595,(Alternate M) +971569404459
E-Mail: zein87khan@gmail.com
Key Skills: L1& L2 Support Engineer, System Admin, ITS Service Desk.
Certification: MCP Certified, Managing office 365 Identities and Requirements
Training: ITIL V3 Foundation Trained, Dell Tech-Direct Certified
Operating Systems: Windows 7, Windows 8 Windows 10, Windows Server 2012/2008 R2, Windows
server 2000/2003, Mac OS, Linux.
Services: O365 Admin Centre, Active Directory, Services-Now, BMC Remedy.
Software environment: O365, MS office, Oracle, SQL, Backup tools- Backup Exec, MS SharePoint, f5
VPN, Juniper Network VPN, CMRO Application, Ciritx, Lotus Notes, VMware, V-
Sphere, Hyper V, DHCP, FTP, DNS and other IP protocol.
Hardware:
Desktops, Workstation, Notebooks, Servers, MAC ProBook
Laser Printer and Scanner, MFPs, iPhone, Blackberry,
Languages: English, Hindi, Urdu.
Summary:
A highly motivated and professional System support. Experience appears to be concentrated in
Engineering / General Engineering, with exposure to Information Technology / Network. I have 7
and half years of work experience. Capable of delivering at the highest level, I have first-rate
organizational skills and the ability to produce a consistently high standard of work. With
excellent Interpersonal skills, I’m an effective team player and am capable of engaging and
liaising with a broad range of individuals from a variety of backgrounds. My professional
experience to date has provided a wealth of Specialist skills and expertise and I’m committed to
facing fresh challenges and to pursuing my future career Goals.
PROFESSIONAL EXPERIENCE
Nityo InfoTech as a Senior Service Analyst (DELL Represented) IT L1, L2 Support
Aug 2013–March 2016
GE/ Bombardier project (DELL Represented Engineer)
- Working for the tool Services-Now ticket, Receive Incident / Service requests from employees via
Helpdesk system, IT Request form, telephone or email etc.
- Perform incident classification, prioritization, correlation with other reported incidents and
matching against known errors when required.
- Supporting more than 300 users and 100 remote users. Working and providing support to End
Users in Windows & Mac operating system.
- Diagnose/troubleshoot and resolve software and hardware incidents, including operating
systems (Windows and Mac), and across a range of software applications.
- Handling client call and resolving the same through Cisco Jabber/WebEx Connect and LogMeIn.
- Attending Leadership meeting and reporting directly to IT head, Using communicator Jabber for
video calling and voice calling. Preparing day to day call report.
- Leading, Handling and managing team of Engineers PAN India, Arranging and providing support
to engineers. Owing responsibility of whole assigning group (Team).
- Escalate to next level in case the incident resolution times exceed the agreed service levels.
Managing O365 Office Admin Centre, User creation, group Policy, assigning permission to user.
Installation, configuration and maintaining Share point infrastructure.
- Installation and configuring Active Directory, Creating and managing user account/policy with
required permission.
- WorkingF5/JuniperVPN,MacAfee Encryption Console data restoration and login recovery.

2. Raqmiyat L.L.C. –United Arab Emirates Sep 2012- Feb2013
Worked as Support Engineer
Project 2: ADAT (Abu Dhabi Aircraft Technologies)
As an IT Support Engineer. (Supporting Hardware, lotus notes client, Aircraft maintenance software
Trouble shooting etc.
- Supporting CMRO Application, Oracle, PMA, Edoc, Airnav, Citrix server.
- Help Desk on call Service and supporting 24/7.
- Experience in BMC Remedy IT Service Management, using for call assigning application.
- Handling DESKTOP L1 and L2 related calls.
- Project 1: Emirates NBD–United Arab Emirates
Microsoft Windows 7 Migration project (5000 client machines) ENBD Bank
- Working in a team of 12 at Emirates NBD on Windows 7 migration project
- Migrating machine with ghost image.
- Taking Data Backup/Restoration with Microsoft tool.
- Installation of Bank Applications and Testing.
- Asset inventory, Supporting User after migration.
Precision Infomatic Pvt Ltd., Mumbai Sept 2008 -Aug 2012
Worked as IT Support Engineer (hp represented).
- A professional with 4 years of experiencein Systemadministration, Networking &
Technical Support as Hp represented engineer.
- Working for Precision InformaticsPvt Ltd. IT Support Engineer (September 2008to Aug
2012) with the responsibility of supervisingall operations.
- Adept in analysing information systemneeds, evaluating end-user requirements,
troubleshootingfor complex information systems management.
- Comprehensive understanding of networking concepts pertainingto LANand WAN, IT
communication and maintenance in multi-platformenvironments.
- An effective communicator with exceptional relationship management skills with the
ability to relate to people at any level of businessand management.
Sites3: Prasol chemicals Ltd, Mumbai (hp represented engineer) June 2010 to August 2012
Profile: Systems Administration
In charge of IT Department in Parasol Chemicals Ltd.
- Responsible to handle the escalations when there is any major issues.
- Responsible to make sure the customer is getting proper and timely support from the team.
- Make sure the L1 team manages the customer calls/tickets properly and escalates to the next
level of support on time if it is not resolved.
- Updating antivirus and managing antivirus console.
- Scheduling Training session for engineer and Knowledge sharing activity weekly in terms of
Technical skills (Desktop, server, printer and software).
Site2: Saraswati college of Engineering., Mumbai (hp represented engineer) March 2009 to June 2010
Profile: Maintaining and troubleshooting 300 desktops 10 servers and 20 printers
- Carrying out LAN / WAN installation and configuration.
- As a Senior IT Support Engineer. (Supporting Apache, Tomcat and Matlab maintenance software
trouble shooting etc.)
- Installation of Linux Operating System Fedora, Ubuntu, Red Hat & Centos.
- Designing and troubleshooting Networks Labs such as Routers, Switches, Wi-Fi and Network
Cables.
- Installing, Monitoring and Upgrading firewall (Cyberrom).
Site1: CIDCO Bhavan (hp represented engineer) Sept 2008 to Feb 2009
Profile: Working as Hp represented for 100 desktops and 50 printers.
- Managing and troubleshooting Hp Systems and Printer
- Diagnosing and Replacing hardware parts (Desktop and laptop).

3. - Assembling of Desktop Computers, Installation OS as well as application software.
- Managing the inventory reports.
Achievements:
- Got 60 plus Appreciationsmails fromclients, Users and managers.
- Created Active directory server and configuredpolicy, users& groups successfully.
- Significantly decreased the down time of the PCs by a staggering 90% thereby leading
to more revenue generation.
- Effectively recovered the corrupted data & fully corrupted mails with virus.
ACADEMIA
Qualification University Year Percentage
Bachelor in Computer Engineering Pune University 2010 58%
Diploma in Computer Engineering Pune University 2007 78%
HSC/ SSC State Board 2005/2003 45% - 58%
CERTIFICATIONS
O & A Level, CCNA & MCP certified.
PERSONAL VITAE
Date of Birth : 30thOctober, 1987
Nationality : Indian
Marital Status : Single
Passport Details: H7287223 valid till 26thFEB, 2020.
Address : Flat no.503 5th flr AL Khateeb building, Mohila Road, National Paint, Industrial Area-15
Sharjah UAE.
Visa Status : Visit Visa (4th July 2016)
Notice Period : Immediately.