KHALID SHAIKH
@khalidshaikh2
Senior Desktop Support Engineer at ITC INFOTECH, leading a zero-downtime migration for 100+ users.
IndiaWhat I'm looking for
At ITC INFOTECH, I provide L2/L3 remote and onsite support for 100+ users at BSH Home Appliances, with 95%+ SLA compliance. I’m leading a zero-downtime migration for 100+ users and managing the lifecycle of 3000+ IT assets.
Previously, I led a Windows 10/11 migration for 150+ systems at CORE TEAM SOLUTIONS and supported 500+ retail stores at CTDI. At CTDI, I implemented remote-support SOPs that reduced resolution time and onsite visits by 40%.
Experience
Work history, roles, and key accomplishments
Providing L2/L3 remote support for 100+ users across Mumbai, resolving Windows, software, and network issues via AnyDesk/TeamViewer/RDP with 95%+ SLA compliance. Leading zero-downtime migration of 100+ users from EOL laptops and managing 3000+ IT assets lifecycle with ITSM compliance.
Desktop Support Engineer
Core Team Solutions
Apr 2023 - Nov 2024 (1 year 7 months)
Delivered remote and onsite support for 100+ users, managed desktops/laptops/printers/mobile devices, and led Windows 10/11 migration for 150+ systems with minimal disruption. Managed AD users/groups, security policies, and Group Policy, and handled incidents on JIRA/SMT ensuring SLA adherence.
Technical Support Engineer
CTDI
Apr 2022 - Feb 2023 (10 months)
Led L2/L3 remote support for 500+ retail stores, resolved escalated POS/hardware/software/network issues, and mentored 5+ engineers improving efficiency by 30%. Implemented AnyDesk/TeamViewer SOPs reducing resolution time and onsite visits by 40% for remote retail locations.
IT Support Executive
AGS Transact & J.F. Infosystems
Dec 2019 - Apr 2022 (2 years 4 months)
Provided hands-on and remote support in high-pressure retail and government environments. Led rollout of new POS across 50+ locations improving transaction speed by 25% and reducing outages by 15%.
Education
Degrees, certifications, and relevant coursework
M.H. Saboo Siddik Technical High School & Jr College
H.S.C., Electronics
Completed H.S.C. in Electronics from M.H. Saboo Siddik Technical High School & Jr College, Mumbai in 2018.
Kamrajar Memorial
S.S.C., General
Completed S.S.C. from Kamrajar Memorial in 2016.
IBM
Generative AI for Customer Support, Artificial Intelligence
Completed certification in Generative AI for Customer Support from IBM.
Coursera
GenAI for Customer Support, Artificial Intelligence
Completed certification in GenAI for Customer Support from Coursera.
Board Infinity
Prompt Engineering Basics, Artificial Intelligence
Completed certification in Prompt Engineering Basics from Board Infinity.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
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