Headline

SYSTEM ANALYST Tesco Bengaluru | MBA-IT | ITIL® v4 Certified | Ex-Capgemini

About

Results-driven Technical Support with over 8 years of experience in IT support and service desk operations. Proven expertise in incident management, problem-solving, and team leadership, with a focus on driving efficiency and excellence in service delivery. Demonstrated ability to lead and mentor cross-functional teams, ensuring seamless coordination during critical incidents. Committed to upholding the highest standards of service quality and compliance with ITIL frameworks. Eager to leverage my skills and experiences to excel as an IT Engineer contributing to the organization's success through proactive incident management and continuous improvement initiatives. Strong expertise in troubleshooting Windows operating systems (Windows 10/11, Windows Server), resolving issues such as software conflicts, system crashes, slow performance, driver issues, network connectivity. Skilled in optimizing Windows systems for better performance, managing startup applications, disk cleanup, and resolving resource allocation issues. Proficient in managing Active Directory for user authentication, setting up and troubleshooting group policies, and handling permissions for users and computers in a corporate network environment. Knowledge of network protocols, including TCP/IP, DNS, DHCP, VPN, and firewall management to ensure better performance. Currently Helping Tesco UK Stores , Head Office and Distribution Center by Providing IT Infrastructure support in a 24/7 environment.

Location

Greater Bengaluru Area

AI stack

deepseek

gemini

perplexity

ChatGPT

Microsoft Copilot

Work experience

System Analyst at Tesco Bengaluru, Jul 2020 - Present · 6 yrs 4 mos, Bengaluru, Karnataka, India, Provide end-user and infrastructure support for laptop, windows OS, enterprise applications, wireless connectivity and VPN access. Troubleshoot and resolve issues related to Microsoft365 (Outlook, Excel, Teams. ETC.) Manage and resolve incidents through ITSM platforms such as ServiceNow and Zendesk, ensuring timely resolution and SLA compliance . Monitor incident queues, prioritize tickets, and coordinate with multiple support teams to restore services efficiently. Perform basic networking troubleshooting including VPN connectivity, IP configuration and Wireless connectivity. Applied systematic troubleshooting techniques to diagnose technical issues and improve overall service reliability. Performed advance troubleshooting of system, application and connectivity to ensure minimal service disruption and improved user productivity. Conduct incident analysis to identify recurring issues and system errors, implementing corrective actions and process improvement to enhance service quality and reduce repeat incidents. Support automation initiatives by contributing to chatbot workflow testing to improve self-service capabilities. Maintain detailed documentation of incidents resolution and operational reports for management review.

Analyst Software Engineer at Capgemini, Dec 2017 - Jul 2020 · 2 yrs 8 mos, Bengaluru, Karnataka, India, Technical Support & Troubleshooting: Provided first-line support for end users by resolving technical issues related to laptops, Windows OS, applications, browsers, wireless connectivity, and VPN (Cisco AnyConnect). Ensured smooth operations for remote users by resolving VPN connectivity issues and managing secure network access. Software Management & Issue Resolution: Managed software installation, configuration, and troubleshooting, ensuring users had the necessary tools for productivity. Resolved software-related issues, including conflicts, installation failures, and system crashes. Security & Access Management: Administered and resolved issues related to Sophos antivirus and BitLocker encryption, ensuring user devices were secure and properly encrypted. Managed user access rights for services like Mobile Device Security, SafeNet MobilePASS, and SSO containers, ensuring secure authentication and compliance with security policies. Support for Office 365 Products: Provided troubleshooting for Microsoft Outlook, Lync (Teams), and other Office 365 products, ensuring seamless email, calendar synchronization, and collaboration for users. Ticketing Systems Management: Utilized BMC Remedy and ServiceNow for managing user-reported issues, from investigation through to resolution. Ensured service tickets were updated with detailed explanations and timely resolutions, meeting SLAs. Incident Management & Team Coordination: Monitored incident management queues, assigned tickets to appropriate teams, and coordinated with cross-functional support teams to resolve complex issues, ensuring SLA compliance and minimal downtime.

Software Analyst at Capgemini India Pvt Ltd, Dec 2017 - Jul 2020 · 2 yrs 8 mos, Worked as Enterprise Service desk Analyst. Resolved issues related to laptop, Windows Operating system, Application, Browser, Wireless connectivity, Network and VPN (cisco any connect) reported by End users. Managed software installation, configuration, and troubleshooting. Resolved the issues related to Sophos, Bit locker Encryption. Managed the authenticity and access rights of user for different services -based policies (Mobile Device Security, SafeNet MobilePASS, SSO container, etc.). Responsible for troubleshooting Microsoft Outlook, MS Teams and other O365 products. Investigated, Resolved, and closing user reported issues through BMC Remedy and ServiceNow ticketing system. Updated service ticket with detailed explanation of work performed. Monitored the incident management queue and assigned the ticket to resolving team. Coordinated with different support teams to resolve the ticket and achieve SLA.

Education

Master of Business Administration - MBA, Information Technology, University of Mysore

BCA - Bachelor of Computer Application, Network and System Administration/Administrator, RBANM’s First Grade College, Bengaluru

Public links

youtube.com: https://youtube.com/@habeeb