Shameem Ahmed is applying for a desktop support engineer position. He has over 3 years of experience providing technical support to EXL Service Ltd, including resolving network issues, installing and troubleshooting software, and managing service tickets. He has an M.Tech and certifications in networking and hardware. His technical skills include desktop and server administration, Active Directory, networking protocols, remote access software, and Windows and server operating systems.

1. Shameem Ahmed
Phone: 91-9999326573
Email: shameemahmed891@gmail.com
#171, Block-B, New Ashok Nager, Delhi-110096
Objective
To secure the post of a Desktop support engineer in an established network environment where
my experience in network architecture and engineering can prove beneficial for the organization.
Job Profile
Providing technical support to EXL Service Ltd for the all the users (production line users,
software development team) and other applications for online data access and performing
troubleshooting on assigned ticket and resolve the problem with 98% Client SLA.
Job Responsibilities
 Provide Software, Hardware and Network Support, as well as Operating System loads
and organizational and Handle Vendors Escalation Matrix. (Cisco, Dimensions data,
Wipro, EXL Stakeholders.)
 Managing and working on control mechanism on BMC remedy and Service now
tickets flow, overall compliance with WSUS and Antivirus with 98% client SLA.
 Provide Support in Resolving Networks Problem and troubleshooting of LAN and
WiFi Connectivity issue.
 Managing Security audits and control with desktops, servers, Network printers like, HP
office jet 3620 and canon printer IR3250 and local printers) on desktops.
 Managing current and future setup requirement’s to setup network, Vlans, desktops as
per business requirement configuration and setup.
 Installation & troubleshooting of different client applications software’s kind of Citrix,
VMware Ware Horizon VIP access.
 Provides escalated technical support that requires an on-site presence (server, NAS,
network or PC equipment failure), including data backup recovery. Performs complex
software/hardware troubleshooting, patches and re-installations in cooperation with
the Enterprise Helpdesk and in accordance with established SLAs.
 Implementing MS outlook Backup and restore of mail message, mail address book,
recover corrupted mail and completely troubleshooting.
 Manage and troubleshooting in MS Active Directory accounts and groups.
 Internet access for the LAN through PAC and Proxy setting and responsible for all
internet related security and Investigating, diagnosing and resolve all Desktop, VM

2. problems and Network connectivity through ping, tracert, telnet and Maintaining and
Troubleshooting of PC and window OS through Regedit.
 Responsible for Incident and problem management process and handling team
escalations and BMC remedy service catalog and working on reduce tickets backlogs.
 Handle and Monitors Level 2 and 3 Escalations, and adhere to escalation matrix,
security compliance in accordance with TIS standards, policies and procedures and
also responsible for maintenance of systems documentation such as TIS operations
manual.
Work Experience
Organization: Wipro InfoTech
Client: EXL Services Noida
Total Experience: July 2015- Still
Certification
I have completed IT-Networking and Hardware Course from Jetking in Year 2015.
Education
 M. Tech from LPU University in 2014 with an aggregate of 63%.
 B. Tech from C.C.S University in 2012 with an aggregate of 74%.
 12th
standard from UP in 2010 with an aggregate of 52%.
 10th
standard from UP in 2008 with an aggregate of 73%
Technical skills
 Desktop Troubleshooting, Backup and System Restore and Antivirus, WSUS and
AVAMAR.
 Basic knowledge of ADDS, FSMO, Trust Relationship, DHCP, DNS server and WDS.
 Lync, WebEx, Remote Desktop, Remote Assistance & Internet.
 Installation & Configuration WINDOWS XP, VISTA,7,8, 10,and Sever 2008,12 R1 and
R2,
 Managing and troubleshooting Window Mail & MS Outlook 2010 and MS-office, SQL
Server, Visual Studio.
 MacAfee EPO 4.6, SCCM, DLP AGENT, ENOC Operations (Network), Server
monitoring.

3. PERSONAL DETAILS
Father’s Name : Rais Ahmed
Nationality : Indian
Date of Birth : 1th OCT 1991
Strength : Team worker, Quick learner and Adaptive Personality.
Languages Known : English, Hindi and Urdu.
Marital Status : Single
DECLARATION:
I hereby declare that the information given above is true to the best of my knowledge &
Belief.
Date:
Place: New Ashok nager Shameem Ahmed