Abdul Vahid

Detail-oriented and proactive Desktop Support Engineer with 3+ years of experience delivering L1 and L2 technical support in fast-paced enterprise environments. Skilled in Windows administration, Microsoft 365 support, Intune, SCCM,

endpoint security, and network troubleshooting. Strong background in resolving high-volume support tickets, improving system reliability, and ensuring user satisfaction. Adept at collaborating with cross-functional IT teams to implement upgrades, security controls, and deployment automation.

Desktop Support Engineer L2

Progressive Infovision Pvt Ltd (WIPRO) - Kochi,India Aug 2023 – Aug 2025

• Diagnosed and resolved network-related issues including LAN, Wi-Fi, VPN connectivity, DNS/DHCP-related access problems, and firewall restrictions.
• Resolved 40+ ServiceNow tickets weekly while maintaining a 98% SLA compliance rate.
• Maintaining network documentation, system changes, and endpoint configuration records.
• Performed OS deployments using SCCM, Microsoft Intune, and Windows Autopilot.
• Supported virtualization platforms including VMware, Citrix, AWS Workspaces, and Azure Virtual Desktop

(AVD).

• Implemented security patches and updates in coordination with IT security teams.
• Monitored endpoint security tools including DLP, ClearPass OnGuard, and Netskope.
• Configured and supported Outlook (O365 / 2019), mailbox setup, and profile troubleshooting.
• Provide EUS through Logmein(LMI) and windows remote management.

IT support Engineer

EYS IT Solutions Pvt Ltd - Malappuram,India Mar 2022 – Aug 2023

• Provided exceptional customer service by understanding customer needs and delivering timely, effective solutions.
• Troubleshot and maintained laptops, desktops, printers, and other networking devices to ensure smooth operations.
• Assisted staff and customers with resolving system and network-related issues.
• Configured, monitored, and maintained LAN networks for optimal performance and reliability.
• Ensured continuous IT service delivery by monitoring system performance and proactively resolving issues.

Bachelor’s degree with computer application