Shahnawaz Hussain Sheikh

Work Experience

The Wifi Guys

Jun 2022 - Aug 2022 -2 months

Job Details:Provided remote technical support to end-users via chat, email, and remote desktop tools, resolving software and hardware issues within defined SLAs. Installed and configured system updates, antivirus programs, and internal tools for global clients. Created and maintained documentation for support cases, client communications, and troubleshooting steps using ticketing tools like Zendesk/Freshdesk. Delivered user training and prepared step-by-step guides to help users resolve common technical issues independently. Ensured client satisfaction by providing timely updates, empathetic communication, and quick issue resolution. Monitored support performance and generated weekly reports to track ticket trends and optimize response times.

Sidtriks Technologies

Dec 2020 - Feb 2022 -1 yr, 2 months

India

Job Details:Responsible for handling and resolving service request tickets within the SLA. Responsible for the performance monitor tool used to monitor the performance of the system. Based on the alert, take proactive measures to avoid a severe incident. Responsible for upgrading virtual server components, such as RAM, HDD, and CPU. Responsible for creating, deleting, and managing user accounts, groups, and OUs on Windows Server 2008. Manipulating different activities like ID creation request & disabling process as per the company SOP. Responsible for supporting and implementing new security policy and management. Handle and troubleshoot OS installations, software installations such as MS Office, and anti-virus software. Maintenance & management of the critical Windows-based server environment. Providing technical support via helpdesk systems for a wide range of internal & external applications.

Bachelor's Degree in Computer Science
Rashtrasant Tukadoji Maharaj Nagpur University
Jan 2022 - Jan 2024 - 2 yr
Bachelor's Degree in Computer Science
Taywade College Koradi