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Aubaid Baba

@aubaidbaba

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Technical Support Analyst with expertise in IT service management.

India

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What I'm looking for

I am looking for a role that offers opportunities for growth and challenges in IT support and network management.

I am a dedicated Technical Support Analyst with a strong background in IT service management and network optimization. Currently, I work at G4S, where I have successfully administered Active Directory and Google Admin for over 300 users, significantly reducing account-related issues by 40%. My commitment to improving operational efficiency has led to a 25% increase in ticket resolution efficiency through streamlined IT service management using iTop.

Previously, I served as an Associate Technical Support at Tech Mahindra, where I provided technical support to more than 1000 clients, resolving multilayer issues promptly. My mentoring of 15 engineers resulted in a 90% resolution success rate, showcasing my ability to lead and enhance team performance. I am passionate about leveraging my skills in networking and IT support to drive customer satisfaction and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Analyst

Current

G4S

Oct 2024 - Present (8 months)

Administered Active Directory and Google Admin for over 300 users, which successfully reduced account-related issues by 40%. Streamlined IT service management using iTop, improving ticket resolution efficiency by 25%.

ITOP Active Directory ITop Solarwinds Endpoint Central IT Service Management

Associate Technical Support

Tech Mahindra

Sep 2023 - Present (1 year 9 months)

Delivered technical support to over 1000 clients, resolving multilayer issues within an average of 30 minutes. Mentored 15 engineers, achieving a 90% resolution success rate and reducing downtime by 25%.

BGP OSPF VXLAN IP SLA Technical Support Troubleshooting Mentoring

Technical Support Engineer

PKB Consultants

Feb 2022 - Present (3 years 4 months)

Configured and documented network setups for over 50 client systems, ensuring consistency and performance. Designed and implemented VPN connections, increasing remote access reliability by 40%.

VPN HPE IMC Troubleshooting Documentation