Abdur Rahman M

Results-driven IT Support Engineer with a Bachelor's degree in Computer Science and hands-on experience delivering technical support across Windows environments. Proven expertise in Level 1-2 support operations, Active Directory administration, ticket management, and incident resolution with strong focus on SLA compliance and user satisfaction. Skilled in diagnosing hardware/software issues, managing user accounts, and collaborating with senior engineers to maintain operational excellence.

Seeking a challenging IT Support role to leverage technical fundamentals and drive organizational IT reliability.

IT SUPPORT ENGINEER at esoft IT Solutions (2024-11 – 2025-10)

• Provided Level 1 IT support for Windows desktops, laptops, printers, and end-user devices while maintaining service quality and incident resolution targets.
• Performed operating system installation, configuration, software deployment, and troubleshooting.
• Assisted with user account management, password resets, and access-related support activities.
• Diagnosed and resolved hardware, software, and network connectivity issues following structured troubleshooting procedures.
• Worked with ticketing and incident management concepts, documenting issues, resolutions, and escalation requirements.
• Supported Microsoft Office applications and end-user productivity tools.
• Applied networking fundamentals including TCP/IP, DNS, DHCP, LAN connectivity, and basic network troubleshooting.
• Maintained technical documentation and knowledge base notes to support efficient issue resolution.
• Collaborated with senior IT professionals and mentors to improve support processes and technical skills.

Bachelor of Science in Computer Science – Jamal Mohamed College, Trichy (2020 – 2023)