Imran Khan

Highly skilled IT Technical Support Engineer with over 10 years of experience in providing comprehensive technical support and troubleshooting for diverse IT environments. Proven expertise in the Microsoft 365 suite, network administration, and incident management while working for global leaders like Google, Infosys, and Accenture. Dedicated to delivering exceptional customer service and resolving complex technical issues promptly within fast-paced corporate settings.

IT Technical Support Engineer at Infosys India Pvt Ltd (2024-04 – 2026-01)

Diagnose and resolve complex technical issues related to Microsoft 365 services, including Exchange, SharePoint, and Teams. Manage and track incidents using professional ticketing systems, ensuring all resolutions meet established SLAs. Monitor system performance and apply necessary updates/patches to maintain security and efficiency.

Oversee IT asset lifecycles, including the deployment and configuration of hardware and software. Collaborate with cross-functional teams and stakeholders to optimize user experience and data protection.

IT Technical Support Engineer at Tech Mahindra Pvt Ltd (2020-03 – 2023-09)

• Solving Internet related issues like no connectivity, slow speeds, Intermittent connection.
• Setting up wireless Internet by logging into router page.
• Configuring Email account in email clients like outlook, windows mail, mac mail etc.
• Maintain documentation of customer inquiries and responses for future reference.
• Direct or route customer calls to appropriate personnel for assistance.
• Handle dissatisfied customers in a polite and professional fashion.
• Manage large volume of customer calls in friendly and courtesy manner.

IT Technical Support Engineer at Accenture India Pvt Ltd (2016-01 – 2019-11)

• Identify and implement new process plan to improve customer support service.
• Research, prioritize and resolve technical customer support issues in a timely manner.
• Direct or route customer calls / requests to appropriate backend teams for assistance.
• Provided technical support for Google Play Store, refunds by using service desk software.
• Installed, troubleshot and maintained system hardware and software.
• Solving Internet related issues like no connectivity, slow speeds, Intermittent connection.
• Setting up wireless Internet by logging into router page.

IT Technical Support Associate at Knoah Solutions Pvt Ltd (2012-06 – 2016-01)

• Provided technical support to customers by using service desk software.
• Installed, troubleshot and maintained system hardware and software.
• Solving Internet related issues like no connectivity, slow speeds, Intermittent connection.
• Setting up wireless Internet by logging into router page.
• Configuring Email account in email clients like outlook, windows mail, mac mail etc.
• Installing security software's like MacAfee into customer's computer by taking remote access of customer's computer.
• Research, prioritize and resolve technical support issues in a timely manner.

B.Tech in Computer Science Engineering – Moghal College of Engineering and Technology

Intermediate – Sri Srinivasa Junior College

SSC – Madina Mission High School