Salim Shaikh

Client-focused IT Operations Specialist with 13+ years of experience in global enterprise environments. Strong expertise in incident management, endpoint administration, and Microsoft 365 ecosystem including Intune and Active Directory. Proven track record of handling escalations, mentoring team members, and delivering SLA-driven support across geographically distributed teams.

Experienced in managing end-to-end user lifecycle, improving support processes, and ensuring high levels of user satisfaction.

ICT PROFESSIONAL at OMP (2022-11 – 2025-12)

• Delivered end-to-end ICT support as primary point of contact for India office and remote users across China and Australia
• Acted as escalation point for critical technical issues, ensuring timely resolution and high user satisfaction
• Mentored junior support staff and provided guidance on complex troubleshooting scenarios
• Managed end-to-end onboarding and offboarding processes, ensuring seamless user provisioning and access readiness
• Resolved high-volume technical incidents while maintaining strong SLA adherence and first contact resolution
• Administered endpoint and access management using Microsoft Intune and Active Directory
• Led Windows 10 to Windows 11 migration with minimal business disruption
• Collaborated with internal teams to improve support processes and service efficiency

L2 DESKTOP SUPPORT SPECIALIST & EXEMPTNON-OFFICER at Credit Suisse Business Analytics Pvt. Ltd (2020-10 – 2022-09)

• Managed end-to-end IT asset lifecycle including procurement, allocation, tracking, and decommissioning using ServiceNow and HPAM
• Maintained CMDB for 1000+ users ensuring high accuracy and compliance
• Conducted periodic asset audits and improved inventory tracking efficiency
• Monitored software license usage and supported compliance and renewal planning
• Owned ServiceNow IT Café queue, resolving high-volume incidents with strong first contact resolution
• Provided VIP user support ensuring high-quality service experience
• Supported hybrid environment including laptops, VDI, and virtual desktops

ANALYST, SYSTEM ADMINISTRATOR at TIAA India Pvt Ltd (2017-05 – 2020-09)

• Delivered global L1/L2 IT support, managing incidents and service requests via ServiceNow while ensuring SLA adherence
• Acted as escalation support for complex technical issues, assisting team members in faster resolution
• Served as trainer and onboarding mentor for new joiners during probation period, improving team readiness and performance
• Managed Active Directory (user provisioning, access, group policies) and endpoint administration
• Supported Windows, Microsoft 365, Exchange, Skype for Business, and macOS environments
• Handled hardware and software support for laptops, desktops, and enterprise endpoints
• Contributed to knowledge base documentation and process improvements to enhance support efficiency

IT Service Desk Executive at Orient Technology Pvt. Ltd (2015-12 – 2017-05)

• Managed site location for Nomura services in India while addressing global user queries and issues
• Utilized ServiceNow to create and manage incidents, requests, and change tickets
• Collaborated within Citrix environment to troubleshoot XenApp and regional Citrix applications
• Resolved Outlook and Windows 7 issues through effective troubleshooting techniques
• Oversaw user password policies and managed password manager issues effectively
• Handled network printers, scanners, webcams, and Active Directory tasks efficiently
• Expertly troubleshot user account and service account issues to ensure operational continuity

Technical Support Engineer (Voice Techcaller) at Lester Info services Pvt Ltd (2015-06 – 2015-12)

• Provided remote technical support to residential clients in USA, Canada, Australia, and Europe
• Installed and troubleshot Windows OS, hardware, and peripherals while resolving boot and display issues
• Diagnosed and resolved network connectivity problems, including router, modem, and internet access configurations
• Configured email clients and supported Apple devices such as macOS, iMac, MacBook, iPhone, and iPad

L2 IT Support Engineer (L2 Desktop Engineer) at Kaizen Global Services Pvt Ltd (2013-05 – 2015-03)

• Delivered voice-based technical support for customers across the USA, Canada, and Europe, ensuring timely and high-quality issue resolution
• Served as a floor SME within a 20-member engineering team, providing real-time guidance, escalations, and mentoring to team members
• Trained and mentored 10 new hires on troubleshooting processes, customer communication, and technical best practices to improve onboarding efficiency
• Installed and troubleshot Windows and macOS systems, configured network devices, and supported peripherals and security devices including printers, scanners, IP cameras, DVRs, NAS, and firewalls

Bachelor of Arts – Mumbai Hindi Vidyapeeth (2012)