Shaik Javeed
L1 SERVICE DESK ENGINEER | IT SUPPORT ENGINEER | L1/L2 ENTERPRISE SUPPORT
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About
IT Service Desk Analyst / IT Support Engineer with 3.3 years of enterprise IT support experience across L1/L2 service desk, remote support, desktop troubleshooting, Microsoft 365, Windows 10/11, Active Directory, Microsoft Entra ID/Azure AD, Intune, SCCM/MECM and ServiceNow. Experienced in incident and request management, SLA-driven support, authentication, VPN, MFA, hardware/software troubleshooting, endpoint support and escalation coordination. Comfortable supporting desktops, laptops, peripherals and enterprise applications in 24x7 rotational environments.
Experience
IT Service Desk Analyst / IT Support - HGS - Hyderabad, India
(2025-11 - 2026-06)
- Delivered enterprise IT Service Desk support through voice, email, chat and remote-support channels.
- Troubleshot Windows 10/11, Microsoft 365, Outlook, Teams, VPN, printers, network connectivity, applications, hardware and software issues.
- Logged, categorized, prioritized and resolved incidents and service requests in ServiceNow/ITSM within defined SLA targets.
- Performed password resets, account unlocks, access troubleshooting, MFA support and basic Active Directory / Azure AD / Microsoft Entra ID administration.
- Prioritized tickets by business impact and urgency; escalated unresolved issues to appropriate resolver groups and followed through to closure.
- Maintained accurate ticket documentation and knowledge-base content for consistent troubleshooting and handoffs.
IT Service Desk Analyst / IT Support - Wipro - India
(2023-03 - 2025-11)
- Provided L1/L2 enterprise IT support through phone, email, instant messaging and remote-support channels.
- Diagnosed and resolved Windows, Microsoft 365, Outlook, Teams, VPN, application, hardware, software and network connectivity issues.
- Supported Incident Management, Request Fulfillment, escalation management and basic Problem Management using ITIL v4 practices.
- Worked with Microsoft 365, Azure AD/Entra ID, Active Directory, Intune and SCCM/MECM for user and endpoint support.
- Assisted users with password resets, account unlocks, MFA, access requests and authentication troubleshooting while maintaining SLA adherence.
- Provided priority/VIP user support and coordinated with L2/L3 infrastructure, network, security, desktop engineering and application teams for complex escalations.
- Supported remote access and endpoint troubleshooting, including VPN and authentication-related issues.
Education
Bachelor of Commerce (B.Com) - Computers - St. Joseph's Degree College, Kurnool, Andhra Pradesh (2017 - 2022)
