Dilshad Khan

IT Infrastructure & Support Engineer with 15+ years of experience delivering enterprise-level technical support, system administration, and infrastructure operations across global organizations including Kyndryl, Fidelity, CSC, HCL, and Tech Mahindra. Strong expertise in Windows systems, Active Directory, backup administration (NetBackup, Arcserve), networking, troubleshooting, and customer-facing support. Known for rapid issue resolution, cross-team coordination, and maintaining high service availability.

Microsoft Azure

Administrator certified with hands-on experience supporting hybrid environments.

Senior Associate II – Systems Administration at Kyndryl Solutions Pvt. Ltd. (2017-02 – 2025-04)

Delivered infrastructure support across physical, virtual, and cloud-hosted environments.

• Provided end-to-end support for Disaster Recovery processes, including DR exercises, BIA, runbook reviews, and gap analysis.
• Supported installation, configuration, and troubleshooting of multiple operating systems.
• Managed enterprise backup environments using CA Arcserve and Veritas NetBackup.
• Added/removed client servers, configured backup policies, managed storage units, volume pools, robots, and drives.
• Performed troubleshooting using logs, handled media management, and executed restores.
• Participated in client meetings, SRTs, and project transitions; delivered KT to new joiners.
• Created DR reports, scheduled planning meetings, and conducted awareness sessions.
• Hands-on experience with ServiceNow for incident and change management.

Backup Operations Analyst at Fidelity Information Services (2013-11 – 2015-11)

• Coordinated with L1/L2 teams to track backup status and SLA compliance.
• Prepared daily/weekly reports for management on backup success, failures, and changes.
• Participated in incident, change, and service review meetings.
• Ensured timely approvals and execution of change activities.

Backup Administrator at CSC India Pvt. Ltd. (2010-05 – 2013-11)

• Managed NetBackup and Arcserve environments including installation, configuration, and upgrades.
• Performed catalog backups, policy management, scheduling, and daily backup monitoring.
• Troubleshot backup failures using logs and diagnostics.
• Executed restores, tape management, and server patching.
• Interacted with clients for daily operations and reporting.

IT Support Engineer at HCL Comnet Ltd. (2008-10 – 2009-12)

• Provided remote and phone-based support for Windows, software, and network issues.
• Troubleshot LAN/WAN/VPN, Outlook, and system outages.
• Managed Active Directory tasks: user creation, email accounts, DLs, password resets.
• Supported SAP account creation and remote desktop troubleshooting.

Technical Support Officer at Tech Mahindra IT & Telecom Services (2007-11 – 2008-10)

• Delivered first-call resolution for Orange landline and broadband customers.
• Handled escalations, updated data on CMC Portal, and coordinated with BT Wholesale.
• Managed provisioning, line faults, and service issues.

Technical Support Officer at HCL Technologies BPO Services (2006-12 – 2007-09)

• Provided technical support for BT broadband customers.
• Troubleshot routers, modems, and internet connectivity issues.
• Delivered customer-focused resolutions for network and system issues.

MCA – AAIDU (2005)

B.Com – CSJMU University (2003)

ICSE (12th) – Jude's College (2000)