Affan Nadaf

IT Support Engineer with 5+ years of experience providing L1/L2 technical support for Windows systems, Microsoft 365, Active Directory, enterprise applications, hardware and network-related issues. Skilled in desktop and end-user support, remote and onsite troubleshooting, Outlook, Teams, OneDrive, SharePoint, DNS, DHCP, TCP/IP, user administration and ServiceNow. Experienced in incident management, SLA-driven support, hardware/software troubleshooting and resolving technical issues in enterprise environments.

IT Support Engineer at Wipro (2023-05 – 2026-02)

• Provided support for Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and Microsoft Entra ID.
• Managed licensing, mailbox administration.
• Resolved 30+ Microsoft 365 incidents weekly while meeting SLA targets.
• Investigated and resolved mail flow issues using Exchange Admin Center, Message Trace, and mail transport diagnostics.
• Supported shared mailboxes, distribution lists, Microsoft 365 Groups, mail contacts, and mailbox permissions.
• Performed mailbox management tasks including delegation, forwarding, litigation hold verification, and mailbox restore requests.
• Monitored Microsoft 365 service health and communicated service impacts to stakeholders.
• Managed incidents, service requests, and changes in ServiceNow.
• Collaborated with Microsoft support and internal infrastructure teams for root cause analysis.
• Documented troubleshooting steps and maintained technical knowledge articles.

Technical Support Engineer at Gradient IT Consulting (2021-04 – 2022-11)

• Provided L1/L2 desktop and end-user support for Windows devices, business applications, hardware and peripherals through remote and onsite troubleshooting.
• Managed Active Directory users, DNS, and DHCP.
• Troubleshot hardware and OS issues while meeting SLA targets.
• Installed, configured, and upgraded Windows operating systems, Microsoft Office, and enterprise applications.
• Diagnosed and resolved hardware, software, printer, and peripheral issues through remote and onsite support.
• Assisted users with Outlook configuration, email troubleshooting, and profile-related issues.
• Logged, tracked, and resolved incidents using ticketing systems.

Technical Support Engineer at Sutherland (2019-09 – 2020-03)

• Provided technical support for Windows desktops, laptops, and business applications.
• Diagnosed and resolved hardware, software, printer, and internet connectivity issues.
• Assisted customers with Microsoft Office installation, configuration, and troubleshooting.
• Used remote support tools to resolve end-user technical issues efficiently.
• Documented incidents and troubleshooting steps while adhering to SLA requirements.

MBA in Information Technology – Institute of Basic and Vocational Education (2022)

BCA in Computer Applications – Rani Channamma University (2019)