Shikhana Kalam
@shikhanakalam
I resolve enterprise IT issues, manage access, and keep users productive.
United Arab EmiratesWhat I'm looking for
I'm currently supporting internal users at IFZA, resolving hardware, software, network, and peripheral issues through phone, email, and desk visits.
I manage end-to-end onboarding and asset provisioning, configuring laptops, desktops, scanners, and peripherals while tracking inventory, replacements, and workstation upgrades. I also administer Active Directory accounts, permissions, and access provisioning.
At ASTER DM Healthcare and Accenture, I delivered Tier 1 and Tier 2 support for corporate and healthcare users across Windows, macOS, Office 365, printers, VoIP, and pharmacy systems. I've used ServiceNow, ManageEngine Service Desk Plus, and ITIL practices to prioritize incidents, document solutions, and meet SLA targets.
I bring over six years of service desk experience, including software deployment and security patching through SCCM, vendor coordination, and escalation management for complex incidents.
Experience
Work history, roles, and key accomplishments
IT Service Desk Analyst
IFZA
Apr 2025 - Present (1 year 5 months)
Provides first-level technical support for hardware, software, and network issues. Manages user onboarding, asset provisioning, and Active Directory access.
Technical Support Engineer
ASTER DM HEALTHCARE
Mar 2024 - Apr 2025 (1 year 1 month)
Delivered Tier 1 technical support for pharmacy systems and corporate users, resolving hardware, software, and peripheral issues. Administered Active Directory accounts and coordinated with vendors for hardware maintenance.
Served as primary point of contact for technical support, managing Tier 1 and Tier 2 tickets. Applied ITIL practices, administered Active Directory, and deployed software updates via SCCM.
Education
Degrees, certifications, and relevant coursework
Noorul Islam University
Master of Science, Software Engineering
2014 - 2019
Pursued a Master of Science in Software Engineering from Noorul Islam University, Kanyakumari, India, from 2014 to 2019.
CompTIA
Certified Security Analyst, Cybersecurity
Earned the Certified Security Analyst certification, validating skills in security analysis and incident response.
Microsoft
Azure Fundamentals, Cloud Computing
Earned the Azure Fundamentals certification, demonstrating foundational knowledge of cloud services and Azure.
Tech stack
Software and tools used professionally
Availability
Location
United Arab EmiratesAuthorized to work in
Salary expectations
Social media
Skills
Interested in hiring Shikhana?
You can contact Shikhana and 90k+ other talented remote workers on Himalayas.
Message ShikhanaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
