Open to opportunities

Zubair Ul Islam

@zubairulislam

Message

Detail-oriented Technical Support Analyst with a commitment to customer satisfaction.

India

Message

What I'm looking for

I am looking for a role that offers opportunities for growth and a collaborative environment.

I am a dedicated Associate Technical Analyst with approximately three years of experience in diagnosing and resolving software, hardware, and network issues. My commitment to customer satisfaction has been recognized through top customer feedback for efficiently resolving software-related problems. I excel in troubleshooting and providing clear solutions, ensuring a positive user experience.

Currently, I work at Computacenter, where I troubleshoot and manage Office 365 applications, fix Citrix and Microsoft Teams issues, and provide remote support. My expertise extends to incident management, where I handle tickets, prioritize issues, and ensure adherence to SLAs. Previously, I served as an IT Service Desk Associate at Sify Technologies, where I provided first-line support and conducted root cause analysis to implement preventive measures for future technical issues.

Experience

Work history, roles, and key accomplishments

Current

Associate Technical Analyst

Current

Computacenter

Nov 2023 - Present (1 year 6 months)

As an Associate Technical Analyst, I troubleshoot and manage Office 365 applications, fix Citrix and network issues, and provide remote support. I ensure smooth system operations through software installation and configuration, while delivering first and second line support to users.

Office 365 Citrix ServiceNow Adobe Acrobat ITIL Networking Incident Management Windows

IT Service Desk Associate Technical Analyst

Sify Technologies Ltd.

Mar 2022 - Oct 2023 (1 year 7 months)

In my role at Sify Technologies, I provided remote assistance to clients, resolving software and hardware issues. I maintained SLA compliance, documented incidents, and escalated complex problems to ensure timely resolutions.