Shadim Khan

IT professional with 8+ years of experience in technical support, desktop administration, Microsoft 365, Azure Entra ID, Intune, Active Directory, IT asset management, and IT service management. Experienced in user onboarding/offboarding, endpoint troubleshooting, VC systems, and network support and vendor coordination. Strong customer-service and problem-solving skills with experience supporting enterprise IT environments.

Technical Support Engineer at FMC India Pvt. Ltd. (2022-11 – 2026-02)

• Manage user onboarding/offboarding, IT induction, phishing awareness training, and employee IT support.
• User and group management, mailbox and email administration, Microsoft 365 license assignment and management, Exchange Online administration, email delegation and permissions, Outlook administration, Microsoft Teams, OneDrive, SharePoint, and Microsoft Office applications. Experienced in creating and managing users, groups, mailboxes, assigning licenses, and configuring access permissions and email delegation.
• Support Azure Entra ID, Active Directory, Intune, SCCM and Bitlocker.
• Generate BitLocker recovery keys and LAPS administrator passwords through CyberArk.
• Manage and troubleshoot AirMedia, Crestron and meeting-room VC systems.
• Handle desktop, hardware, software, network and printer troubleshooting for onsite and remote users.
• Manage IT assets, departing-user processes, device refresh/imaging and inventory updates.
• Work with vendors and managed-service teams for issue resolution, system maintenance and deployments.

Desktop Support Engineer at Royal Bank of Scotland Delhi (2021-09 – 2022-09)

• Managed Active Directory user accounts, password and identity administration.
• Support to International and Domestic users.
• Provided hardware, software, LAN/WAN, Office 365, Teams, OneDrive and SharePoint support.
• Managed IT hardware/software inventory and asset allocation.
• Performed Windows patch management through WSUS.
• Managed incidents and service requests using Remedy and ServiceDesk Plus.
• Resolved tickets within SLA and supported local and remote users.
• Set up and troubleshot video-conferencing calls and equipment

Desktop Support Engineer at Havells India Pvt. Ltd. (2017-02 – 2021-09)

• Provided desktop, hardware and software technical support to enterprise users.
• Managed Active Directory, domain joining, BitLocker and VPN troubleshooting.
• Installed and supported Windows operating systems, applications and antivirus solutions.
• Supported Outlook, Skype for Business, MS Lync, Cisco WebEx and remote-access solutions.
• Performed LAN/Wi-Fi and internet troubleshooting.
• Managed Windows deployment using WDS Server and USB media.
• Coordinated with vendors for hardware and software support.
• Managed incident tickets and ensured timely resolution and user satisfaction.

Bachelor of Computer Applications in Computer Applications – JP Institute of Engineering & Technology (2013 – 2016)

12th – UP Board (2012 – 2012)

10th – UP Board (2010 – 2010)