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)