shaik Javeed

I’m a dedicated IT Support Engineer with 2.8+ years delivering enterprise-level technical support in 24/7 global service desk environments. I specialize in L1, L1.5, and L2 support, with deep hands-on work across Active Directory administration and ITSM workflows.

I maintain 99% SLA compliance by owning incidents from cradle to grave using ServiceNow and BMC Remedy, while applying ITIL Incident/Problem/Change practices and strong ticket hygiene. In VIP and high-priority scenarios, I act as SPOC, lead shift operations, and guide resolution in live incidents through clear documentation and cross-team escalation.

I also strengthen end-user experience through thorough troubleshooting of desktops, laptops, mobile devices, Cisco/IP phones, and virtual machines on ESX. From VPN/RSA/MFA access issues to MDM support, OS installation, system hardening, and security compliance (including BitLocker recovery), I focus on fast, reliable outcomes—and I invest in training and mentoring new joiners with SOPs and help resources.