Dilshad Kareem

Results-driven IT Support Engineer and ELV Technician with over 6 years of experience, including 4 years in GCC countries. Proven expertise in managing IT projects, troubleshooting complex technical issues, and administering hardware, software, network systems, and security solutions. Holds multiple Microsoft certifications in Azure, Server 2019, and 365 Admin Center, reflecting advanced proficiency in cloud and network administration.

Passionate about technological innovation and committed to continuous professional development. Currently seeking IT Support/Help Desk positions to leverage my skills and contribute to organizational success.

T Support Engineer

SMSoft Computers

Duration: From Jan 2020 to Present

SMSoft Computers is a multi-branded Retail and services company that was established in 1992 and has over 100000 customers. And providing IT Support services all over the district also dealing with various ASP services for brands like Acer, HP, Asus, etc.

Provided prompt IT support to minimize downtime and ensure smooth operations, effectively diagnosing and resolving hardware, software, and networking issues. Utilized tools like Jira and Zoho Desk, to enhance customer satisfaction and productivity. Ensured continuous IT service availability, supported data recovery, and delivered remote assistance across multiple locations.

• Delivered prompt and effective IT assistance to minimize downtime and ensure smooth operations. Diagnosed and resolved hardware issues to maintain peak performance.
• Addressed and fixed networking problems to ensure seamless connectivity.Resolved software issues to ensure smooth application and system operations.
• Prioritized and met critical deadlines for timely project completion.
• Guided and assigned tasks to team members to foster skill development and efficient workflow.
• Addressed and resolved customer issues quickly, Proficient in using Jira for project management and Zoho Desk for customer support., enhancing satisfaction and productivity; experienced with ITSM systems such as Manage Engine and ServiceNow.
• Troubleshot and resolved Windows operating system issues to maintain stability. Ensured continuous availability of IT services and resources to support business operations.
• Installed and supported data recovery solutions to safeguard critical data.
• Identified and resolved internal departmental issues to maintain productivity. Performed additional IT-related responsibilities as assigned by supervisors or managers.
• Provided remote IT support to teams across various locations to ensure operational continuity.

IT Support Engineer 

Rabou Liyan

Duration: From Jun - 2016 to Dec - 2019

Led project meetings for large-scale sites and managed the configuration and maintenance of security systems, including NEDAP and Bosch. Installed and integrated access control, CCTV, and biometric systems, while overseeing Planned Preventative Maintenance (PPM) and procurement of IT equipment. Provided IT support and user training, implementing hardware and software enhancements as needed.

• Led project meetings for large-scale sites with diverse stakeholders.
• Configured, tested, and maintained security systems, including NEDAP and Bosch.
• Installed, configured, and troubleshot access control and CCTV systems. Integrated databases for integrated storage
• Configured and maintained standalone security and biometric systems.
• Provided IT support, and user training, and implemented hardware/software enhancements.
• Conducted site assessments and managed procurement of IT and security equipment.
• Managed Planned Preventative Maintenance (PPM) for security systems and biometric systems.

IT Support Engineer

SMSoft Computers

Duration: From Jan 2014 to May 2016

SMSoft Computers is a multi-branded Retail and services company that was established in 1992 and has over 100000 customers. And providing IT Support services all over the district also dealing with various ASP services for brands like Acer, HP, Asus, etc.

Installed and supported a range of IT peripherals and managed server and workstation setups. Demonstrated expertise in software troubleshooting and network systems support, with a strong grasp of TCP/IP, OSI model, LAN, and WAN technologies. Ensured optimal performance and reliability by promptly resolving software issues.

• Installed and supported peripherals: printers, computers, servers, scanners, and security systems.
• Managed server and workstation installations and replacements.
• Proficient in software troubleshooting.
• Knowledgeable in TCP/IP, OSI model, LAN (Gig/Fast Ethernet, VLAN), and WAN technologies.
• Provided comprehensive network systems support for optimal performance and reliability.
• Resolved software issues promptly and effectively

Academic Credentials:

BBA / BS / B.Tech in (Business Management with computer applications)

Barathiyar University, Tamilnadu, India

2013

Diploma in (AWS, Azure, O365, Ms Server 2019)

IWCampus, Kerala, India

2024

Diploma in (CCNS, Mcsa, ITIL, A+, N+, MS server Virtualisation)

CMS Computer Institute, Kerala, India

2014