Open to opportunities

Imran Hussain

@imranhussain5

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L2 End-User Support Engineer specializing in Windows 10/11 and Microsoft 365 troubleshooting.

India

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What I'm looking for

I’m looking for an L2 end-user support role in an ITIL-aligned environment where I can own incidents, troubleshoot Windows 10/11 and Microsoft 365 end-to-end, and deliver reliable SLA-compliant resolutions with strong customer satisfaction.

I’m an IT Support Engineer with 5 years of technical and customer support experience, including 3+ years delivering L2 desktop, laptop, and operating-system support for global users in SLA-driven, ITIL-aligned environments. I bring strong Windows 10/11 troubleshooting, Microsoft 365 support, and hands-on device setup and configuration.

In my L2 role, I’ve resolved 40+ daily incidents while meeting SLA response and resolution targets, troubleshooting hardware, software, network, and connectivity issues across laptops, desktops, printers, and peripherals. I guide users through repair, replacement, or optimisation to restore functionality and minimise downtime, while maintaining confidentiality when supporting priority users under pressure.

I work through ITSM processes using ServiceNow and produce accurate technical documentation that improves handover accuracy and speeds up recurring issue resolution. I’m ITIL Foundation and Microsoft Azure Fundamentals (AZ-900) certified, and I’m known for ownership, calm problem-solving, and consistent first-contact resolution and customer satisfaction.

Experience

Work history, roles, and key accomplishments

IT Support Technician

Concentrix (HP Smart Friend Process)

Apr 2023 - May 2026 (3 years 1 month)

Delivered L2 desktop and laptop support to global HP users, resolving 40+ daily incidents across Windows 10/11 and related software configuration while meeting SLA targets. Troubleshot hardware, software, network/connectivity issues, and logged/documented incidents in ServiceNow using ITIL-aligned processes, including Microsoft 365/Outlook troubleshooting.

L2 Support Device Setup & Configuration Microsoft 365 Support Outlook Troubleshooting ServiceNow SLA Technical Documentation TCP IP DNS DHCP TeamViewer

Senior Customer Support Representative

Teleperformance (Amazon Process)

Aug 2022 - Feb 2023 (6 months)

Provided voice, email, and live-chat technical support to Amazon North America users, resolving account, order, and technical queries within service-level guidelines. Diagnosed issues across multiple contact channels while maintaining high customer-satisfaction scores.

Voice support Email Support Live Chat Support Technical Support Troubleshooting Customer Satisfaction

Customer Service Executive

Eureka Outsourcing Solutions

Mar 2021 - Jan 2022 (10 months)

Managed inbound customer queries across phone, chat, and email, troubleshooting service issues while maintaining accurate case records. Coordinated with internal teams to ensure timely resolution and handover of requests.

Customer Support Phone Support Chat Support Email Support Troubleshooting Case Management

Technical Support Specialist

Zendesk

Provided customer support and resolved IT issues, driving customer satisfaction through effective issue handling. Worked with Zendesk, Freshdesk, and Salesforce and applied ITIL practices and Azure knowledge.