Bibi Khuteja Zuabir Shaikh
Bavdhan Pune-411021
7666093321 | [email protected]
https://www.linkedin.com/in/bibi-khuteja-shaikh-1b362020b
OBJECTIVE
Personalise and knowledgeable L1 IT support Engineer (System Engineer) with over 3.2
years of experience assisting customer's with various hardware and software . Provided in
depth technical support to users . A dedicated and highly energetic person who thrives in
pressure situations and can be counted on when the Situation going gets tough skilled in
Network Administration, Network Security , Endpoint security .
EXPERIENCE
8- IT support
October- Profcyma Career Solutions LLP (8- Month)
2021 -
29-june-
2022 Knowledgeable Technical Support Engineer Bringing over 8 Month of Experience
Manual Testing i.e Complete CRMTesting Database Testing , Software Testing ,
Application Support and Network Device Support with analyzing &Troubleshooting
skills with the capability to setup Network.
Create a Sheets with the test caeses for an application testing.
Knowledge of Operating Systems, Databases, LAN, WAN .
Working with Excel reports.
Making a Bootalble Pendrive for an reimagine Devices.
working with Linux/Windows.
hands on Knowledge on LAN Repairing with colour codes.
Configuration of Device.
leads distribution to the employees.
make a daily basis report hand overs of all employees.
Sound Frequency(Headsets, external sound)
Providing a CRM access an Dashboard Support to the employees.
Working on a VPN Software i. e CISCO
30-june- Associate Engineer
2022 - Atos Global ( 2.5)
Present
Excellent communication skill
Working on Active Diarectory support for Reset DAS ACCOUNT( Password Reset or
Provide an access to the user) to make it validated.
Guiding for an OTP support as well as 2factor/MFA Authentication support
Ability pacify and handle Iritate Customers with Exceptional communication skills.
Operating system issues and ability to learn New Technologies.
Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN,Security App etc. over
Remote Support
Manage and resolve customer complaints.
Identify and escalate issues to supervisors as & when needed.
Research required information using available resources and Offer Solution
to customers.
Research, identify, and resolve customer complaints using applicable software.
Provide technical support for desktops, laptops, printers, and mobile
devices. (Follow me Printer/Direct Printer)
Troubleshooting on VPN i.e : Pulse secure, Ivanti, Cisco. (Some time client based as
well) Helps to get connection to a VPN using the OTP or PKI card, helps to solve a
Host not found issues with the VPN.
Support for a PKI card, PKI card application support ( Activation, Revoke support,
Card OSI API support, Digital Sign a Document via a Use of PKI, Certificate Renewal ,
OTP issues, Windows login Using PKI card, collecting the logs)
Support for an Token Assignment and Access.
Always be Ready to Handling & Taking Ownership for Escalated Tickets.
ticket hygiene Resolving 15+ Tickets & RITM Request Per Day.
Following on Daily Basis Nice or Genesys Application for an international calls ,
email & Chat Handling.
Knowledge of Migration, Mailbox Migration, branding of the organization with
mailbox.
Resolve technical problems and answer queries by telephone or self-service Virtual
agent or email ticket in support of internal and or External Employees.
Working on IT Troubleshooting (LAN, WAN)
Install and configure Devices with software applications & updates.
Working with CMD & PowerShell to make troubleshoot on MS Defender Via ABR
Handling MS Defender Tickets with proper Output.
Working on Compliance policy.
,
End-user support Remote support,Backup (Ondrive) & recovery
operations ,IT standard compliance .
Good Knowledge on OneDrive Support mailbox PST /OST SharePoint access.
Helps User To Setup a Authentication and Smart Card Access with Certification &
management of PKI card.
responsible for user inquiries, Access problems & issues with IT equipment
(Hardware) and applications, and help to resolve these issues for users.
Good Knowledge about Microsoft O365.
Good Understanding of Proxy/Wi-Fi- LAN/IP/DHCP/DNS
assistance over the phone or email Logging all relevant incident/service request
details,allocating categorization.
Working on provide an license access & ABR Block list.
Providing the access using email support as well.
Working on the Service Requests For the Hardware & software other access as well.
Providing first-line(L1) investigation and diagnosis Resolving incidents/service
requests.
EDUCATION
2023 MCA
Sinhgad Institute of Pune (SIBAR)
A
2021 BCA
Sangmeahwar autonomous college Solapur
A
SKILLS
SQL Networking & IT Troubleshooting
80% 80%
Excel Endpoint security
80% 60%
Network troubleshooting
80%
PROJECTS
Student feedback system
Sports management system
Employee Task management system
Website creation
www.nikkiflower.com
ACHIEVEMENTS & AWARDS
Member of shooting ball Winner team at national level
Top Performer in Ticket Hygiene with 90+ Quality score
CERTIFICATION
SQL in Data Analytics
IT Troubleshooting
Excel
CCC
MySQL
ITIL
Internship certified in website creation (www.nikkiflower.com)
PERSONAL INFORMATION
Nationality : Indian
EXPERTISE
Handling SLA
Highest Ticket Count Resolution
Preparing for Cyber security
(End point security & Soc Analyst)
Resolve the issue on priority
STRENGTH
Down to Earth
Quick Learner
