Mirza Raza
IT SUPPORT ENGINEER — INCIDENT & APPLICATION SUPPORT
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About
ITIL 4 and AWS-certified IT Support Engineer with 7+ years resolving hardware, software, network, and application incidents in SLA-driven environments — consistently at ~95% SLA compliance. Skilled across Microsoft 365, Azure AD (Entra ID), Windows, and macOS, with direct experience supporting clinical, enterprise, and telecom systems end-to-end.
Experience
IT & Application Support Engineer - Diagnostic World - London, UK
(2025-08 - 2026-01)
- Kept clinical imaging systems running — supported ultrasound, CT, and X-ray platforms, diagnosing software, access, and connectivity faults.
- Hit SLA targets on every critical fault, prioritizing imaging-system issues and escalating to vendors when needed.
- Owned 3 core clinical applications (CIMAR, PukkaJ, AMP) — updates, access, configuration, and fault fixes.
Desktop Support Engineer - Global Excel - London, UK
(2024-01 - 2025-07)
- Delivered 1st/2nd-line support for the full user base — hardware, software, and network issues, end to end.
- Deployed and maintained desktops, laptops, printers, and peripherals company-wide with minimal downtime.
- Administered Active Directory — user accounts, password resets, and access permissions.
- Held SLA compliance steady across the full ticket queue: OS, Office 365, email, and connectivity issues.
- Ran patch management and system upgrades to keep infrastructure current and stable.
IT Support Engineer - Lumen Technologies - Bangalore, India
(2019-09 - 2023-10)
- Owned the full ticket lifecycle for hardware, software, network, and application incidents — on SLA, every time.
- Delivered ~95% SLA compliance through structured triage and disciplined escalation.
- Resolved login, connectivity, and performance issues remotely for the full end-user base.
- Deployed and supported user systems and business applications with zero unplanned disruption.
IT Support Engineer - Capgemini - Bangalore, India
(2016-10 - 2019-07)
- Caught issues before they spread — monitored systems and applications, flagging performance and infrastructure alerts early.
- Triaged and escalated complex faults to infrastructure, network, and application teams.
- Ran backup monitoring and recovery, tracking job status and leading restoration when jobs failed.
- Kept ITIL discipline on every ticket — accurate categorization, prioritization, and closure.
Education
Bachelor of Engineering - Electrical & Electronics - VT University (2012-09 - 2016-07)
