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Shahezad sayyad

Technical Support Specialist

Nagpur

7+ years of work experience

Tata Consultancy Services
Jan 20251 yr 4 mosPresent

Nagpur, Maharashtra, India

Tata Consultancy Services
Jan 20251 yr 4 mosPresent

• Provided Tier 1 IT operational support to global users, ensuring system continuity and adherence to SLA targets. • Served as primary contact for escalations; performed triage, root-cause analysis, and incident prioritization across Windows OS, Active Directory, and O365. • Collaborated with L2/L3 engineers and infrastructure teams to escalate and resolve complex incidents, improving resolution handoff quality.
HCLTech
Jan 20231 yr 8 mosAug 2024

Nagpur, Maharashtra, India

Built and provided basic end-user troubleshooting and desktop support on Windows. Engaged end users and answered questions via email, phone, website live chat and in forums. Provided solutions to operations issues for users , working closely via phone, email, live chat and web teleconference with end users. Configured hardware, devices and software to set up work stations for employees. Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. Wrote and reviewed tickets to request maintenance to various types of equipment. Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
GXO Logistics, Inc.
Mar 20227 mosSep 2022

Mumbai, Maharashtra, India

Built and provided basic end-user troubleshooting and desktop support on Windows. Engaged end users and answered questions via email, phone, website live chat and in forums. Provided solutions to operations issues for users , working closely via phone, email, live chat and web teleconference with end users. Configured hardware, devices and software to set up work stations for employees. Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. Wrote and reviewed tickets to request maintenance to various types of equipment. Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
Capgemini
Dec 20192 yrs 5 mosApr 2022

Navi Mumbai, Maharashtra, India

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. Removed malware, ransomware and other threats from laptops and desktop systems. Analyzed issues to identify troubleshooting methods needed for quick remediation. Engaged end users and answered questions via email, phone, website live chat and in forums. Explained technical information in clear terms to non-technical individuals to promote better understanding. Patched software and installed new versions to eliminate security problems and protect data. Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Capgemini
Dec 20192 yrs 5 mosApr 2022

• Managed IT asset procurement, configuration, and deployment to deliver hardware ready for production. • Provided remote technical support to global users, troubleshooting complex issues via ServiceNow (ITSM). • Led incident queue management to prioritize tickets and meet SLA/OLA requirements.
CtrlS Datacenters Ltd
Oct 20181 yr 1 moOct 2019

Navi Mumbai, Maharashtra, India

Collaborated with outside departments to implement system-wide improvements. Configured hardware, devices and software to set up work stations for employees. Performed root cause analysis and general troubleshooting. Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed. Provided support to users in 24/7 uptime environment, often working double shifts to accommodate time zones. Resolved issues and escalated problems with knowledgeable support and quality service

Education

Yashwantrao Chavan Maharashtra Open University (YCMOU), Nashik

Bachelor of Arts, General Studies

Yashwantrao Chavan Maharashtra Open University (YCMOU), Nashik

20204 yrs2024

Diploma, Computer Engineering

Anjuman polytechnic

20123 yrs2015

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Headline

Technical Support Specialist

About

At TCS , we prioritize top-notch technical support, seamlessly integrating my Computer Engineering diploma skills with Help Desk support and Technical Support competencies. Our team's dedication is reflected in our approach to troubleshooting and customer interaction, where we consistently strive for excellence in user satisfaction. Awarded Employee of the Quarter, our focus on user empowerment and operational efficiency is demonstrated through the creation of empowering support documentation and delivering multi-channel solutions. This commitment not only showcases my technical skill set but also my passion for improving the end-user experience and streamlining operations.

Location

Nagpur

Work experience

Information Technology Support Specialist at Tata Consultancy Services, Jan 2025 - Present · 1 yr 4 mos, Nagpur, Maharashtra, India

Information Technology Analyst at Tata Consultancy Services, Jan 2025 - Present · 1 yr 4 mos, • Provided Tier 1 IT operational support to global users, ensuring system continuity and adherence to SLA targets. • Served as primary contact for escalations; performed triage, root-cause analysis, and incident prioritization across Windows OS, Active Directory, and O365. • Collaborated with L2/L3 engineers and infrastructure teams to escalate and resolve complex incidents, improving resolution handoff quality.

Technical Support Specialist at HCLTech, Jan 2023 - Aug 2024 · 1 yr 8 mos, Nagpur, Maharashtra, India, Built and provided basic end-user troubleshooting and desktop support on Windows. Engaged end users and answered questions via email, phone, website live chat and in forums. Provided solutions to operations issues for users , working closely via phone, email, live chat and web teleconference with end users. Configured hardware, devices and software to set up work stations for employees. Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. Wrote and reviewed tickets to request maintenance to various types of equipment. Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.

Technology Analyst at GXO Logistics, Inc., Mar 2022 - Sep 2022 · 7 mos, Mumbai, Maharashtra, India, Built and provided basic end-user troubleshooting and desktop support on Windows. Engaged end users and answered questions via email, phone, website live chat and in forums. Provided solutions to operations issues for users , working closely via phone, email, live chat and web teleconference with end users. Configured hardware, devices and software to set up work stations for employees. Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. Wrote and reviewed tickets to request maintenance to various types of equipment. Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.

It operation analyst at Capgemini, Dec 2019 - Apr 2022 · 2 yrs 5 mos, Navi Mumbai, Maharashtra, India, Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. Removed malware, ransomware and other threats from laptops and desktop systems. Analyzed issues to identify troubleshooting methods needed for quick remediation. Engaged end users and answered questions via email, phone, website live chat and in forums. Explained technical information in clear terms to non-technical individuals to promote better understanding. Patched software and installed new versions to eliminate security problems and protect data. Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

Senior Software Analyst at Capgemini, Dec 2019 - Apr 2022 · 2 yrs 5 mos, • Managed IT asset procurement, configuration, and deployment to deliver hardware ready for production. • Provided remote technical support to global users, troubleshooting complex issues via ServiceNow (ITSM). • Led incident queue management to prioritize tickets and meet SLA/OLA requirements.

Technical Support Associate at CtrlS Datacenters Ltd, Oct 2018 - Oct 2019 · 1 yr 1 mo, Navi Mumbai, Maharashtra, India, Collaborated with outside departments to implement system-wide improvements. Configured hardware, devices and software to set up work stations for employees. Performed root cause analysis and general troubleshooting. Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed. Provided support to users in 24/7 uptime environment, often working double shifts to accommodate time zones. Resolved issues and escalated problems with knowledgeable support and quality service

Education

Bachelor of Arts, General Studies, Yashwantrao Chavan Maharashtra Open University (YCMOU), Nashik

Diploma, Computer Engineering, Anjuman polytechnic