Numan Shaikh
Mumbai
Summary
Experienced IT professional with over 2.5 years of expertise in Desktop support, and IT infrastructure management. Proficient in Office 365 administration, including user account management, mailbox configuration, and security compliance. Skilled in troubleshooting complex hardware, software, and network issues, with hands-on experience in advanced network protocols like TCP/IP, DNS, DHCP, and VPN. Proven track record in managing IT projects, such as system upgrades, office setups, and migrations. Adept at deploying and maintaining IT assets, including AV equipment. Experienced in using ticketing tools like Service Now, BMC Helix, LANDesk, and Summit to ensure efficient issue resolution and support delivery. Expertise in antivirus solutions (McAfee, Trellix, Cortex, Symantec) and providing foundational IT training to team members. A reliable team player with excellent communication skills and a commitment to delivering high-quality IT solutions.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Analyst End User Support
InKnowTech Private Limited
02.2024 - Current
- Provided comprehensive IT support for Zee Entertainment Enterprises under an Accenture contract, assisting a wide range of users from general employees to high-level executives (MDs and CEOs).
- Provided comprehensive IT support for Zee Entertainment Enterprises under an Accenture contract, assisting a wide range of users from general employees to high-level executives (MDs and CEOs).
- Installed and configured Windows 10/11 (23H2) and handled troubleshooting for IT devices such as printers, scanners,projectors.
- Provided IT training for new employees to improve technology literacy.
- Installed and configured mail clients (MS Outlook), VPN solutions, Data Loss Prevention (DLP) with Zscaler, and antivirus software (Cortex) to ensure secure and efficient device operation.
- Conducted installation and troubleshooting of digital signatures.
- Managed asset details (creation, deletion, tagging) and handled data backups for exiting employees using Microsoft Azure Storage Explorer.
- Supported Apple devices (iPhone, iPad, MacBook, iMac) with installation, configuration, and security compliance (including antivirus) for new joiners.
- Configured Mac devices for domain alignment and troubleshooting.
- Assisted with AV setup and troubleshooting in conference rooms.
Service Desk Analyst
Allied Digital
08.2022 - 10.2023
- Delivered remote IT support for FedEx across 72 countries under an Accenture contract, ensuring seamless operations for global teams in the logistics industry.
- Documented all reported incidents and service requests in the ticketing system, ensuring accurate and comprehensive records
- Provided general technical support through phone, chat and email responses, addressing user queries effectively
- Acknowledged and assigned reported incidents and service requests within response SLA targets
- Conducted first-level troubleshooting on all reported incidents and escalated incidents to 2nd level resolver groups per established work instructions
- Maintained ownership of cases, ensuring timely follow-up and gathering relevant information, recording it in the ticketing system
- Managed customer expectations, promptly notifying Shift Leader/Team Lead in the case of an unusual surge in calls with potential business impact and SLA concerns
- Acted as the primary point of contact for changes and major incidents, providing regular updates to all stakeholders
- Generated operational and daily status reports to track service desk performance
Education
Bachelor of Commerce - Commerce
Yashawantrao Chavan Maharashtra Open University
Maharashtra, India03-2025
Diploma in Cloud Computing -
Jetking
Mumbai, India12-2022
Higher Secondary Certificate -
Anjuman Allana College
Mumbai, India01.2021
Skills
- Microsoft Office
- Troubleshooting L1 - L2 - VIP
- Network Configuration
- DNS
- DHCP
- End User Support
- Office 365 & AD Management
- Patch management and antivirus support
- Technical Documentation
- Ticketing System Tool
Certification
Google - Cyber Security Professional, Coursera
Languages
English
Upper intermediate
B2
Urdu
Intermediate
B1
Hindi
Proficient
C2
Timeline
Analyst End User Support
InKnowTech Private Limited
02.2024 - Current
Service Desk Analyst
Allied Digital
08.2022 - 10.2023
Bachelor of Commerce - Commerce
Yashawantrao Chavan Maharashtra Open University
Diploma in Cloud Computing -
Jetking
Higher Secondary Certificate -
Anjuman Allana College
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