SHAIKH RIZWAN HUSSAIN
Contact No. : - 9699871504 / 9699021540
E-mail:- rizzushaikh786@gmail.com
Profile Summary
1 Years 7 months experience in end to end Desktop Support Engineer L1 with
Knowledge of incident management, problem management, Change Management.
Excellent command of ITIL processes mainly on incident and problem life cycle.
Hands-on with various ITIL compliant tools like JIRA, CA tool and BMC Remedy.
Worked on various KPIs and Management Reports on regular basis.
Good exposure to RCA and Incident reports.
Handle and drive triaging call and coordinate end to end incident delivery.
Excellent understanding and implementation knowledge of Change and Release.
Monitoring the Service Desk mailbox and accordingly.
ACADEMIC CREDENTIALS
Qualification
BCOM in 2012 – 2013.
Jetking Certified Hardware and Networking Engineer in 2015-2016.
CERTIFICATIONS
Information Technology Infrastructure Library (ITIL v3)- 2017
OTHER CERTIFICATIONS
Speak well English Academic Certified Course in 2008
IT PROFICIENCY
Operating System Windows 7/8/8.1/10
Windows Server 2008 / windows server 2012
Linux Redhat.
Software Microsoft (Word, Excel, Power point, Outlook)
VNC (Virtual Network Computing )
Dame ware
CISCO packet tracer
Virtual Box, VM Ware
Key Skills Soldering & Desoldering
Configure of IP Phone (VOIP)
Assembling & Dissembling of Computer
SHAIKH RIZWAN HUSSAIN
Contact No. : - 9699871504 / 9699021540
E-mail:- rizzushaikh786@gmail.com
Hardware support & Troubleshooting
Installation & Configuration of Windows OS
Installation & Configuration of VM Machines
Troubleshooting Network Problems
Crimping of RJ45
Punching I/O port, patch panel
Structure cabling
Server Management:- Server Roles,ADDS,FTP,
DNS, Proxy Setup , DHCP,WDS, Firewall, Domain
Network,Group policy.
CISCO Networking Devices: Routers, Switches.
IP routing
Routing protocols (Static, RIP, EIGRP, BGP,
OSPF), Frame relay, IPV6, VPN,NAT/PAT,VTP
(Virtual Trunk Protocol), ACL, VLAN, WLAN.
TELNET ACCESS
Work Experience
NET CONNECT PVT.LTD Mar 2016 to Till Date
Client: Tech Mahindra Business Services Ltd
Responsibilities:
Incident, Problem & Change Analyst
Key activities performed:-
Manage high priority incidents (P1,P2) in order to resolve the incident ASAP
Co-ordinate with respective team to understand business impact for the P1 and P2
incidents
Initiate the recovery call for high priority incidents which is managed
(Application/Services hosted in India) by India service management team
Co-ordinate with UK team and send the proper notification for the incidents which
is managed (Application hosted in UK) by UK support team
Send the proper notification to the business partners taking care of SLAs
Take client call to understand the impact, urgency and SLA for raising the priority
of incident
Make the incident report i.e. Daily status report, Incident summary, Weekly report,
Monthly report, Quarterly report etc
Escalate the incident to the next level with the help of escalation matrix if concern
team is not responding within the given time frame
Take aging call on weekly basis with respective team and suggest them for timely
resolution in order to close the ticket with valid user confirmation mail
Recommend changes to improve the quality of notification
Co-ordinate with re-solver team to get the latest update about the impacted
Application / Services
resolu#on in order to close the #cket with valid user con6rma#on mail
SHAIKH RIZWAN HUSSAIN
Contact No. : - 9699871504 / 9699021540
E-mail:- rizzushaikh786@gmail.com
STRENGTH
Ability to rapidly build relationship and set up trust
Confident and Determined
Learn faster and deal with the live problems
Ability to cope up with different situations
PERSONAL DETAILS
Father’s Name :- Nasim Hussain Shaikh
Date of Birth :- November 1st, 1991
Marital Status :- Single
Community: - Muslim
PLACE: - Mumbai
DATE:
(Rizwan Hussain Shaikh)
