Fahim Mulla

Desktop Support Engineer L2

Talent

PuneMember since May 20, 2026

Active DirectoryGroup PolicyTicketing ToolWindows OSRemote desktop supportServiceNowMicrosoft 365User trainingCommunication skillsProblem solving

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Active DirectoryGroup PolicyTicketing ToolWindows OSRemote desktop support

About

I am an experienced Desktop Support Engineer with over 6.6 years of expertise in this field. I have extensive knowledge and experience of troubleshooting, resolving technical issues, configuring hardware and software systems. My best qualities include excellent communication skills, problem solving ability and a knack for finding creative and cost effective solutions to technical issues.

I have successfully implemented network solutions in multiple organizations which improved system performance significantly. I am confident that my technical knowledge, experience and enthusiasm will enable me to make a positive contribution to any organization.

Experience

Desktop Support Engineer L2 - RIME SOFT PRIVATE LIMITED

(2024-07)

Installation of Software application whenever needed.
Outlook email configuration Backup, restore Out data file
Support More than 500+ end-Users with computer, network system and peripherals devices
To give Telephonic & online service & Support.
Providing support for board meetings with Zoom and AT&T calling.
Network Printer Installation and Scanner Installation.
Provided technical support to end users by resolving hardware and software issues in a timely manner
Installed, configured, and maintained desktop systems, peripherals, and software applications
Implemented security protocols and performed regular system updates to ensure data protection
Conducted employee training sessions on IT best practices and troubleshooting techniques
Collaborated with IT team to improve efficiency and streamline processes for desktop support operations
Assisted with new employee on-boarding by setting up workstations and providing IT training
Provided second level technical support for desktop hardware and software issues, resolving tickets within SLA time frames
Installed, configured, and maintained operating systems and software applications on desktop computers
Responsible for troubleshooting network connectivity issues, printer problems, and user account management
Conducted software deployments, upgrades, and patch management to ensure systems are up-to-date and secure
Collaborated with IT teams to identify and implement solutions for recurring technical problems

Desktop Support Engineer L2 - Renovision Automation Services Pvt. Ltd (RASPL) - Pune, Maharashtra

(2024-02 - 2024-05)

Handle escalations: Resolve complex hardware, software, and network issues that have been escalated from L1 support.
Manage tickets: Use ticketing systems such as ServiceNow, document, and resolve support requests in a timely manner.
Provide advanced troubleshooting: Diagnose and resolve issues with operating systems Windows, hardware (desktops, laptops, peripherals), and applications (e.g., Microsoft 365).
Perform system administration: Handle user account management, permissions, and troubleshoot issues related to Active Directory, Group Policy, and domain access.
Support IT infrastructure: Assist in the setup, deployment, and upgrades of IT infrastructure for new hardware and software. They also provide support for remote users via VPN or other remote tools.
Maintain inventory: Manage and track IT asset inventory, including hardware and software licenses.

Desktop Support Engineer - Impact InfoTech Pvt. Ltd. - Pune

(2022-07 - 2023-02)

Replace hardware parts (Desktop and Laptops).
Provided efficient troubleshooting and technical support for hardware and software issues on desktops and laptops
Manage escalation and co-ordination various support/Global Team.
Implemented and maintained system security measures to protect company data and information
Fixing software and Driver's issue installed on client Systems.
Manage all IT Hardware asset as well Software assets and Update Asset Inventory, Asset Management on daily basis.
Managed inventory, procurement, and installation of hardware and software for new devices
Conducted regular maintenance and updates on desktops to optimize performance and prevent potential issues
Provided technical support to end users for hardware, software, and network issues, resolving tickets within agreed upon service level agreements
Installed, configured, and maintained desktop hardware, software, and peripheral devices for a user base of X employees
Set up and supported video conferencing equipment, ensuring seamless virtual communication for remote and in-office meetings
Collaborated with IT team members to identify and implement opportunities for desktop support process improvements and efficiencies
Conducted user training sessions on basic IT procedures and best practices to enhance overall technology literacy and usage

Desktop Support Engineer - Fidelis Corporate Solutions Pvt. Ltd - Pune

(2022-02 - 2022-05)

Knowledge of Ticketing Tool & SLA (Service Level Agreement)
Outlook (Installation, Configuration & troubleshooting.
Troubleshooting by remote access as well at client side.
Install, upgrade, support and troubleshoot Windows OS, authorized desktop applications, hardware and peripheral equipment
Provided efficient troubleshooting and resolution for hardware and software issues on desktops, laptops, and mobile devices
Implemented and maintained network configurations, ensuring seamless connectivity and optimal performance for end users
Conducted regular system upgrades and patches to enhance security and performance of IT infrastructure
Offered user training and support to increase overall system proficiency and reduce recurring technical issues
Managed inventory of IT assets, ensuring proper documentation and organization for easy access and maintenance

Desktop Support - Zinovia Technologies Pvt Ltd

(2019-11 - 2021-12)

Outlook email configuration Backup, restore of data file.
Motivated and innovative always upcoming with new ideas, technologies and resolution to complex issues.
Set IPs and public IPs while application and hardware configuration.
Co-ordinate with software and hardware department for escalation Issues.
Expert in technical problem-solving skills and performance tuning
Installation of Software application whenever needed.
Restoring Database from backup.
Provided technical support and troubleshooting for hardware, software, and network issues for over 500 desktop users
Managed and maintained inventory of desktop equipment, ensuring timely replacement and upgrades as needed
Collaborated with IT team to deploy software updates and patches to desktops, ensuring security and performance
Conducted training sessions for end users on best practices and efficient use of desktop technologies
Implemented and maintained remote desktop support tools to provide efficient assistance to offsite users