The document provides a career profile and work experience summary for an IT professional with 5 years of experience in technical support, infrastructure management, and end user support. Their most recent role was as an L2 Desktop Management engineer for Wipro from 2014 to 2016 where they responded to IT incidents and requests, troubleshot issues, and ensured tasks were completed on time. Prior experience includes roles as a technical support engineer and helpdesk engineer providing IT support services. They have qualifications and certifications in IT support areas like Windows administration, networking, and ITIL processes.

1. Career Profile:
5 Years of experience in Information Technology highlighted with IT Incident Management,
Technical Support, Infrastructure Management, Location End User Support and Remote Technical
Support, also possessing strong communication skills and ready to work both independently and as
a member of a team, utilizing the skills acquired during my course and experience.
Work Experience:
Current company : WIPRO INFOTECH
Designation : L2 Desktop Management
Duration : Feb-2014- Feb-2016
Project : DNA
Deputed to Saudi Arabia for a Project : Saudi Airlines
Duration : Oct-2015- Feb-2016
Job Responsibilities:
• Respond to IT incidents and requests received from Remedy tickets.
• Troubleshooting Incidents and Requests remotely utilizing LANDesk, Damn Viewer tools or by
desktop visits.
• Resolve all Change Orders, Incidents and major incidents within SLA and updated with
proper resolution
• Call Management ( Logging, categorizing, allocating, follow-up, update user , closure,
resolution in ticket logging tool )
• Escalating and communicating the status of major incidents and problems with Project
management.
• Call escalation as per defined escalation matrix
• Provide communication to user through emails or Notifications about the status of tickets.
• Update customer on delays
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PATHAN IBRAHEEM KHAN
(+91) –9908838788 (Mobile) – India
Email: ibbu_ubbi@yahoo.com

2. • Ensure daily operational activities are completed within time.
• Maintain Asset data, Documenting Asset data and AddingUpdating new configuration Items
to asset data, updating asset data in CMDB.
• Categorizing the calls and proper allocation of calls to engineers.
• Generate and publish dailyweeklymonthly reports to engineers as per the requirement.
• Manage Network equipment , Basic L2 switch configurations and troubleshooting
• Network connectivity troubleshooting, Ping, Tracert, telnet.
• Investigating, diagnosing and resolving network related problems.
• Giving over the phone, email and remote support to users.
• Configuring SCCM client
• Manages Windows network (users, computers, printers, etc.) with Active Directory
• Imaging PCs with the latest version of Enterprise OS/Software.
• Updating drivers for hardware devices.
• Migrating Win 7 to Win 8.
• Provide end user support services after migration.
• Joining the workstations into domain, move users profile, Installation of desktop hardware
and software applications and security patches.
• Configured and support Microsoft Outlook.
• Troubleshoot issues related to IE.
• Configuring Wireless Profile to connect Laptops to Enterprise Wi-Fi network.
• Troubleshoot and maintain Cannon, Xerox, and HP (Printers and Scanners).
• Installing and updating of MacAfee anti-virus
• Configure, and troubleshoot VPN using technology from Juniper
• Develop and Maintain working relationships with other IT units, Customers and Partners.
• Conduct on-site surveys, installing and providing technical support for Cabling and New Node
installations
• Provide on-site tech support for installations, maintenance and repairs of Desktops, laptops,
and peripherals.
• Ensure that all documents ( Telephone lines assignment, downtime inventory, asset sent for
repairs), are up to date and properly organized
Work Experience:
Previous company : Info Services
Designation : Technical support Engineer
Duration : Sep-2012 - Feb-2014
Client : IBM
Project : Vodafone
Job Responsibilities:
• CISCO Router and Switches basic configurations as per business requirement
• Managing and troubleshooting the LAN problem and User Connectivity Issues...
• Making emergency changes in the network to ensure uninterrupted services.
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3. • Maintaining Network Uptime/Downtime reports Documenting, Checklist.
• Providing support in installing WI-FI, certificates and Troubleshooting IE related issue.
• Installing cisco VPN client application and providing support in VPN connectivity.
• Maintaining Complete Network Asset Data in Asset Management tools.
• Experience in CA Spectrum tool
• Crimping, cabling and I.O port installation
• Provided Technical support to remote location users through Office communicator.
• Maintaining end to end connectivity which includes 2 MSC’s, 2 Branch offices’, 1 Commercial
office, 5 stores’.
• Co-coordinating with Vendor ISP when link is down, Make sure link up and does not impact
daily business operations.
• Equipment worked:
Cisco Routers: Cisco 2800, Cisco 1700, Cisco 1800,
Switches: Cisco 2960, 2950, Linksys, D-link, Net gear
Modems: MROTEK RAD,FCD e1L, PATTOR,FCD e1LC,G703, ASMI 52
• Installation of citrix and CRM applications and Troubleshooting issues relating to applications.
• Troubleshooting Operating system Startup problems.
• Removing system errors and Virus related threats using Anti-Virus.
• Monitoring the user Tickets and Closing the issues in time.
• Troubleshooting issues related to Wireless Network and Printers.
• Connecting video conference and webcasting.
• Provided End User support.
• Configuring and troubleshooting outlook 2010
• Symantec Endpoint Protection Antivirus software installation and support.
• Installation of Patches for better performance of systems.
• Taking systems backup and keeping systems secure and maintain overall system
performance.
Work Experience:
Previous Company : Microsense Pvt Ltd, Hyderabad.
Designation : Helpdesk Engineer.
Duration : March 2011- 31-Jan 2012
HR Company : Team Lease
Duration : 1-Feb-2012 to 30th
-Sep-2012
Client : Taj Gateway Hotels, Vijayawada.
Job Responsibilities:
• Troubleshooting Desktop, laptop and printer issues
• Observe the leased line, ISDN Connectivity
• Delivering responsibilities in high pressure environment
• Coordinating with BSNL team for achieving better Network uptime.
• Experience in installing WLAN, WI-FI networks, Access points configurations,
Hardware/Software, up gradations.
• Having good exposure in Hardware and network trouble shooting.
• Configured clients on all desktops for Enterprise mail and messaging using MS Outlook.
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4. • Regular maintenance Antivirus patches update and troubleshoots.
• Monitoring Network Traffic using graphers PRTG, MRTG.
• Installing & configuring all windows client Operating Systems.
Technical knowledge:
Routing:
Configuration of Routing Protocol: Static Routing Protocol, Default Routing Protocol, RIP, OSPF and
EIGRP
Traffic filtering using ACL
NAT (Static, Dynamic & PAT)
Switching:
Configuration of Cisco Switches
VLAN setup in Cisco switches.
Knowledge of VTP,STP, Trunking (Dot 1q and ISL).
Port Aggregation (Ether Channel)
Introductory knowledge of Layer-2 Switching
Backup and restore of IOS
Good knowledge of wan protocols HDLC, PPP.
Load balancing using HSRP, VRRP, GLBP
Security: ACL, VPN IPsec Tunnel, Port Security, ASA Firewall, IPS, AAA (TACACS+, Radius).
Management:
Experience of ITIL incident, problem and Change management.
Technical Skills:
Operating Systems: XP, Win 7, win 8.1
Server Operating systems: Windows server 2008, 2012
Configuration and Administration: DNS, DHCP, Group policies, Active Directory,
Backup and Restore: Windows Backup
Antivirus: McAfee Antivirus, Symantec Antivirus.
Educational Qualification
Academic
 MSc –IT- from Acharya Nagarjuna University (Distance Education) in 2012.
 B.Com–General Degree from Acharya Nagarjuna University in 2010.
 10+2 (Civics, Economics, Commerce) from Board of Intermediate in 2007.
 S.S.C form Secondary Board of Education in 2005.
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5. Training Attended
 MCSE from IIHT, Machilipatnam.
 CCNP – R&S, CCNA, CCNP – Security from Netmetrics solutions, Hyderabad
 ITIL V3 Foundation from GVS Technosoft Pvt Ltd, Hyderabad.
Technical Certification
MCITP (Windows Server administrator and Active directory): Windows 2008
MCTS (Windows Network Infrastructure, configuration): Windows 2008
ITIL V3 Foundation
Personal Details:
Contact Address : H3-41, TF-3,
Vombay Colony, Vijayawada -15,
Krishna District, Andhra Pradesh, India.
Date of Birth : 10 Apr 1990
Marital Status : Un-Married
Nationality : INDIAN
Passport Details : Valid till 2022
Languages : English, Hindi
Declaration:
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear
the responsibility for the correctness of the above-mentioned particulars
Date: (IBARAHEEM)
Place: HYDERABAD
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6. Training Attended
 MCSE from IIHT, Machilipatnam.
 CCNP – R&S, CCNA, CCNP – Security from Netmetrics solutions, Hyderabad
 ITIL V3 Foundation from GVS Technosoft Pvt Ltd, Hyderabad.
Technical Certification
MCITP (Windows Server administrator and Active directory): Windows 2008
MCTS (Windows Network Infrastructure, configuration): Windows 2008
ITIL V3 Foundation
Personal Details:
Contact Address : H3-41, TF-3,
Vombay Colony, Vijayawada -15,
Krishna District, Andhra Pradesh, India.
Date of Birth : 10 Apr 1990
Marital Status : Un-Married
Nationality : INDIAN
Passport Details : Valid till 2022
Languages : English, Hindi
Declaration:
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear
the responsibility for the correctness of the above-mentioned particulars
Date: (IBARAHEEM)
Place: HYDERABAD
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