Shaikh Mohtasheem

Technical Support Executive – II with 1.5+ years of enterprise IT support experience in server administration, hardware troubleshooting, RAID configuration, Windows Server management, and Microsoft 365 support. Adept at case ownership, remote support, and system optimization across Windows, macOS, and cloud environments. Strong foundation in networking, virtualization, and programming, with proven ability to resolve complex technical issues, reduce downtime, and improve IT efficiency.

TECHNICAL SUPPORT EXECUTIVE-II at Concentrix (2025-12 – Present)

• Administered Dell PowerEdge servers using iDRAC (7–10), ensuring 99.9% uptime.
• Configured RAID levels (0,1,5,6,10,60) via Lifecycle Controller, reducing storage failures by 30%.
• Installed and supported Windows Server OS (2016, 2019, 2025) across enterprise environments.
• Analysed TSR logs to identify root causes of hardware failures, cutting troubleshooting time by 25%.
• Diagnosed and resolved hardware issues (CPU, DIMM, PSU, GPU, NIC, risers, ports), reducing downtime incidents by 20%.
• Resolved No POST/No Boot issues via firmware updates and component replacement, restoring 100+ servers.
• Optimized BIOS settings for OS compatibility, improving system stability by 15%.
• Applied workload-specific system profiles (performance, balanced, power-saving), improving server efficiency by 18% and reducing energy consumption by 12%.
• Configured and managed VMware Workstation and ESXi hosts for VM deployment, monitoring, and troubleshooting.
• Performed VM lifecycle tasks (provisioning, patching, resource allocation) using vSphere and vCenter Server.
• Resolved VM performance bottlenecks, storage issues, and network connectivity problems, ensuring stable virtualized environments.
• Executed full case ownership, achieving SLA compliance in 95% of cases.
• Collaborated with cross-functional teams to resolve escalations, reducing resolution time by 20%.
• Documented troubleshooting workflows, improving knowledge base accuracy by 40%.
• Trained junior staff on RAID and diagnostics, increasing team productivity by 25%.

TECHNICAL SUPPORT EXECUTIVE at Teleperformance (2024-09 – 2025-11)

• Installed and activated Windows OS (Client & Server) and Office licenses for 500+ users.
• Configured Outlook, DNS, and Microsoft 365 applications, reducing ticket volume by 15%.
• Managed Active Directory, Domain Services, and GPO to enforce compliance across 300+ accounts.
• Applied password security policies, reducing unauthorized access incidents by 20%.
• Addressed registry, software, and peripheral issues, improving system performance.
• Implemented antivirus and firewall solutions across 300+ endpoints.
• Created secure data sharing portals via OneDrive/SharePoint, improving collaboration efficiency by 30%.
• Supported hybrid infrastructures with Domain Controller, DHCP, and DNS, ensuring 99% uptime across 300+ user accounts and reducing network outages by 20%.
• Installed VMware Workstation VMs, configured LAN networks, and tested isolated environments.
• Troubleshot endpoint security alerts using EDR, isolating compromised devices within SLA.
• Monitored drivers and network connectivity, reducing recurring issues by 18%.
• Documented system configurations for compliance audits, improving audit readiness by 35%.
• Provided remote support via Quick Assist and Dell Remote Assist, resolving 400+ cases.

BACHELOR OF COMPUTER APPLICATION in BCA – Modern college of Arts, Science and Commerce (2021-06 – 2024-06)