Ilyasuddin Sayed is an Indian national with over 10 years of experience in desktop support and IT service management. He currently works as a Senior Service Desk Analyst for e-Zest Solutions in Vienna, Austria, providing IT support to the International Atomic Energy Agency (IAEA). Prior to his current role, he held several IT support positions for companies in India and Austria, demonstrating strong skills in troubleshooting, software installation, and customer service. He has professional certifications in ITIL and SDI and specialized training in areas such as System Center Configuration Manager and Citrix administration.

1. Ilyasuddin Sayed
Nationality : Indian ▪ Date of birth : 18 Sept 1983
Contact
e-mail :
ilyasuddin.sayed@hotmail.com
Contact No.- +4369916525909
Address
ThonetGasse 31/7, 1220, Vienna, Austria
Profile
10+ years of experience in Desktop/Client Support with Event monitoring and
Incident management.
Detailed and result oriented IT professional with experience in technical support and
troubleshooting desktop client hardware and software issues, such as operating
systems, MS Office suite and different browsers in an IT Enterprise environment.
Dedicated, organized, quick adaptation to unfamiliar work environments & self-
directed team member with strong communication skills and relationship building.
Optimistic approach to problem solving & troubleshooting. Confident to take any job
responsibilities offered and achieve work challenges on time.
Technical consultant in areas of Enterprise Management such as Service
Management, Desktop Management, Event Management, Incident Management.
Possess good interpersonal skills to deal effectively with customers, colleagues and
other technical staff in a courteous and friendly manner. Ability to work in a
multicultural environment with sensitivity and respect for diversity.
Consistently praised for communicating effectively with both technical and
nontechnical users. Known for excellent problem-solving skills and patience in
dealing with frustrated users
Professional Certification
ITIL V3 Foundation
SDI Service Desk Analyst
Completed training on
System Center 2012 Configuration Manager Introduction
Citrix XenApp 6.5Administration Course
WindowsServer 2012 Active Directory Domain ServicesCourse
Key Skills
 Technical
Troubleshooting
 Hardware
Configurations
 User
Training/Support
 Software
Installs
 LAN
Connectivity
 Problem
Diagnosis
 Phone & Online
Support
 Client/Server
Models
 Preventive
Maintenance
 Customer Service
 Complaint
Handling
 Email & Chat
Support

2. Work Experience
e-Zest SolutionsLtd contract with IAEA, Vienna, Austria:-
Senior Service Desk Analyst July 2015 to till date
Retained by client (IAEA) using below profile with new contract.
L&T InfoTech Ltd contract with IAEA, Vienna, Austria:-
IT SystemsEngineer May 2012 to June 2015
 Provide tablets and mobile devices security solutions, desktop hardware and networking support.
 Manage; troubleshoot desktop & laptops installation, removal of hardware/software, service calls received
by logging it to the Assyst (Axios) ticketing system.
 Provide support via telephone, emails, MS Lync, WebEx and visit user desk for hardware issues.
 Manage, configure Apple iPad and iPhones the agency standard mobiledevice, using AirWatch by VMware
 Worked on Blackberry device support, enterprise activation.
 Manage DREI provided SIM services that include activation of new SIM, swap SIMs, activate various local
& roaming data packages.
 Extensive experience in trouble shooting and supportingWindows operatingsystems (all the latest versions
including Windows 7) and Microsoft Office Suite 2010.
 Deploy, test and support IAEA's standard desktops, laptops using SCCM and all other peripherals.
 Setup & install Monitors, Desktops & Laptops sent by Vendor. Unpack, install image, and deliver to end
user.
 Conduct tests of hardware and/or software using test procedures and diagnostic tools; correct
malfunctions.
 Create & maintain user/machine accounts on Active Directory. Manage Group Policy changes.
 Use SCCM 2012 for deployment of software’s & updates.
 Admin for network printers (Xerox & HP), setup print que, maintain & manage level 1 support for printers
 Coordinate work schedule of vendor technicians and contractors, especially in hardware related activities.
 Maintain an inventory control of assets and software and dispose damage parts in an appropriate manner.
 Manage spare parts store and arrange replenishment in time
 Maintain IT equipment in meeting rooms, training rooms and conference centre.
 IT Service desk Point of Contact for all conferences in C & M buildings.
 Manage & support the Virus Scanning Kiosk in M Building.
 Troubleshoot issues related toLAN network, cabling, patching, outlet activations.
 Participate in the scheduling & moves of offices, Manage IT installation work and changes, liaise with
different concerned departments to ensure that priorities are met and disruption to the organisation and
user is minimised.
 Install & support anti-virus products i.e. Symantec anti-virus, Kaspersky and Microsoft, to ensure a secure
desktop computing environment.
 Support Nucleus.iaea.org (external user) queries via emails.
 Participate in projects, including implementation of hardware and software tools and systems
 Co-ordinate with various support teams (applications, infrastructure, security, and network) to get work
done as per defined SLA.
 Successfully led & managed the IAEA General Conference 2014 & 15.
 On-call support for IT Managed service from IAEA side during European Congress of Radiology 2014 & 15
 24X7 IT Support Officer for off hours Executive support, since December 2012.
 Q Manager for support calls of IT Service Desk
 Completed Citrix XenApp 6.5 Administration Course
 Completed Windows Server 2012 Active Directory Domain Services Course
L&T InfoTech Ltd, Navi-Mumbai. Client : Tesoro Corporation:-
IT SystemsEngineer January 2010 to May 2012
 Monitoring – Event / Incident / Change Management for client 24/7.
 Monitoring SAP Servers and coordinating with SAP Technical team for resolution.
 Handling SAP queries for users and following up with Technical team.
 Proficient in utilizingand searchingSAP Tickets & Related Issues as per the Functional Area.
 Server monitoring using SCOM 2007 & HP SIM Insight Manager.
 Link Monitoring (WAN) & Routers monitoring using WhatsUpGold tool.
 Monitoring the backup servers using EMC2 Legato Networker 7.3.2.
 Troubleshooting of backup clients and groups which failed their scheduled backup. Adding and removing of
client machines to backup server.
 File/Folder Restoration.
 Scheduling of backup groups according to the defined SLA depending on the frequency of the
full/differential backup of the client machines.

3.  Rebooting servers using VMware console.
 Create/delete user IDs, Managing groups and implementing policies using Active directory.
 Manage RSA Administration Console for remote access
MPHASIS an HP Company, Mumbai, India:-
Service Desk Specialist January, 2007 to January 2010
 In the role of a Service Desk Specialist, supported the GM Software & Hardware Support, GMOL
Engineering Desktop Support and the GM Suppliers & Point Sec call cues for client - General Motors.
 Had to RDP into user’s desktops and resolve various issues, like MS Office application installations,
McAfee Antivirus installations and schedule scans.
 Handled Mainframe issues like password resets & authorizations, file transfers, terminal & printer recycle.
 Worked on LDAP, Active Directory, Group Policy and Software deployment tools like SCCM.
 Leveraged for support of Production & pre-production servers i.e. back up, reboot, ID creation etc.,
 Assisted VPN configuration & support, Microsoft Application Support. Third party Software support like
Point Sec.
 Primary responsibilities included, answering queries, resolving issues reported by the corporate GM
employees via service centre tickets / emails / chats.
 Have assisted agents on calls in the absence of the SME.
 Investigating N.C.s (Non Confirmations), Escalations and responding to thesame.
 Was promoted as Internal Process Trainer in April 2010 via an IJP.
 Was required to conduct training sessions for new hires.
 As a Process Trainer was responsible to make sure that all fresher’s joining the team meets the technical
standards set by the Client.
 Primary responsibilities included training and evaluating new hires for calls.
 Required to make sure agents are aware about FCR parameters.
 Conducting one on one feedback sessions. Performing dataaudits on ticket entries & work logs.
 In case if an agent is performing below standards, place the agent on PIP (Performance Improvement Plan)
and monitor the development over a period of 30days.
 Had to conduct at least one calibration sessionwith operations in a month.
 Was responsible to creating monthly team dashboard for the project I was aligned with.
 Was required to perform analysis via reports run on weekly and monthly basis.
 Other responsibilities included, generating reports for observations made during evaluations, schedule
retraining sessions with SMEs in case of any process changes.
 Have been awarded employee of the month on two occasions.
Spectrum EntreprisesLtd, Mumbai, India:-
Little Co
Senior Hardware & Network Engineer January, 2005 to October 2006 Comput
 Provided AMC to clients. Setup New desktops and laptops and provided network assistance
 Involved in technical support operations like on call assistance.
 Providing technical support to all end user customers on Installation and troubleshooting of Windows XP,
Windows7 initialized Virus Scan, Firewall, and Spyware.
 Installation of Modem & routers
 Providing support for Data transfer to different computers

Education
2001 to 2006 Diploma in ComputerScience & Technology
HKES Polytechnic, Gulbarga, Karnataka, India.
Activitiesand Interests
Interests – Meet new people, enjoy different cultures & cuisines,
Sports cars, racing. Long adventurous rides on motorbike.
Planning for a long tour of Europe by car.
Achievements
Certificate of Appreciation from MTIT Director at IAEA, Vienna for outstanding service &
support during the IAEA General Conference (2014 & 2015)
Certificate of Appreciation from MTIT Director at IAEA, Vienna for excellent 24x7 support
Certificate of Appreciation from MTIT Section Head at IAEA, Vienna for outstanding

4. support for IAEA Conferences.
Note of Thanks from IAEA Staff Council President for work done at FICSA Council 2014.