Sk Tausif Raza

SK TAUSIF RAZA Technical Support Analyst Bhubaneswar, Odisha Email:-Phone:- Professional Summary Results-driven Technical Support Analyst with 2+ years of experience in IT support within enterprise environments. Proven expertise in incident management, customer service, and technical troubleshooting. Adept at managing global client portfolios and delivering solutions under pressure. Education Bachelor of Technology, Computer Science Engineering National Institute of Science and Technology Aug 2018 – Aug 2022 CGPA: 7.7 Work Experience Analyst – Technical Support September 2022 to November 2024 HCL Tech • Led service desk operations as SME, guiding teams in incident response and resolution. • Delivered technical support and resolved queries for domestic and international users via phone. • Managed incident resolution, root cause analysis, and problem determination per SLAs. • Analyzed incidents and identified service restoration actions. • Maintained user satisfaction through effective communication and technical assistance. • Monitored ticket queues and coordinated with clients and internal teams for timely resolution. • Utilized ServiceNow for incident and request management. • Administered user accounts in Active Directory. • Resolved remote login, password resets, mobile authentication, and VPN/network issues. • Processed license requests and supported VDI, Remote Desktop, Citrix, and O365 applications. • Installed and troubleshooted software packages. • Provided remote and on-site support for internal customers. • Documented incidents and generated management reports. • Mentored junior team members and served as SME. • Collaborated to achieve team performance goals and productivity targets. Technical Skills • Tools: ServiceNow, Active Directory, Azure Virtual Desktop, Microsoft 365 • Troubleshooting: Hardware, software, VDI, networking, remote access, application support Soft Skills • Leadership • Communication • Teamwork • Ability to work under pressure • Customer relationship management