Abujar Shaikh

Technical Support Analyst with 1.5+ years of experience in IT Service Desk and Remote Support environments. Skilled in ServiceNow, Active Directory, Microsoft 365, VPN troubleshooting, and Windows support. Experienced in handling voice, email, and remote support for global users, ensuring SLA compliance and high customer satisfaction.

Strong ability to troubleshoot issues in remote / work-from-home environments. Strong ability to support global users in remote environments and deliver high-quality IT support.

IT Support Analyst at ESP Global Services (2025-06 – Present)

Provider of IT support services

• Provided remote IT support to global users via calls, emails, and ServiceNow tickets.
• Managed incident, request, and access management using ServiceNow.
• Troubleshot VPN, remote login, and network connectivity issues.
• Administered Active Directory (user accounts, password resets, permissions).
• Supported Microsoft 365 (Outlook, Teams, email issues).
• Delivered remote troubleshooting using RDP, AnyDesk, and remote tools.
• Ensured SLA compliance and handled escalations effectively.
• Resolved user issues efficiently while maintaining high customer satisfaction.
• Handled multiple tickets daily in SLA-driven environment.

Technical Support Engineer at XDBS Worldwide (2024-08 – 2025-05)

Worked as a Technical Support Engineer at XDBS Worldwide, handling L1/L2 IT support including Active Directory, VPN, and Outlook issues. Provided remote support and ensured timely ticket resolution within SLA.

• Provided L1/L2 remote technical support for global users.
• Troubleshot Windows OS, VPN, email, and network issues.
• Managed Active Directory (password reset, account unlock, user access).
• Configured Outlook and email systems (Zoho, Exchange).
• Delivered remote support using Remote Desktop and AnyDesk.
• Ensured ticket resolution within SLA timelines.
• Supported Windows Server 2016 (AD, DNS, DHCP).

B.Sc. in Computer Science – Deogiri College Aurangabad (2021-06 – 2024-05)