Adil Khan Email & Phone Number

Responsibilities:• Serves as escalation support for complex user needs (i.e., incident management and service requests) that are triaged by Tier 1 Help Desk Technicians.• Promotes timely response to user needs within pre-defined service level agreements (SLAs).• Leads coordination with IT technical teams for issues that require advanced engineering support, seeing tickets through until resolution on users’ behalf.• Responds to support requests either in person, over the phone, or via email in a professional, confident, and courteous manner, maintaining transparent communications with users until needs are resolved.• Thoroughly documents support requests, with particular emphasis on complex and specialized needs, using the IT ticketing system ServiceNow.• Leads problem management: monitoring incidents to identify broader trends and themes, determining the cause, and working with technical leads to apply the fix.• Actively contributes to and maintains the firm’s IT Knowledge Base (e.g., tips, frequently asked questions, knowledge articles, with particular focus on documentation for complex and specialized needs.• Works with Service Management leadership and Tier 1 / Tier 3 support staff to identify opportunities to optimize escalation and triaging processes.• Works with Service Management to translate specialized work into routine and commoditized solutions that can be performed by Tier 1 (as appropriate).• Keeps up-to-date with the Firm’s policies and procedures as they apply to the usage of technology.• Stays up-to-date on Firm technology and systems, required skills and competencies, as well as policies and procedures through self guided learning and review of training materials created by the IT Help Desk management / training staff.• Performs independent research on systems to solve intricate or difficult technical problems.• Displays excellent troubleshooting and problem solving capabilities, remaining calm and focused in pressure situations.

The U.S. District Court For The Northern District Of Illinois

I was responsible for providing end user support to US District Court for the Northern District of Illinois employees on-site and on calls: installing and configuring computer hardware, desktop application and A/V support, perform routine to moderately complex troubleshooting for hardware and software systems.• Respond to help desk calls and e-mails and log computer problems in a help desk ticketing system. Provide information and assistance to users on desktop applications. Assist with the creation of new user accounts, user rights management and providing end user training.• Perform inventory control duties. Set up, configure, install, and document hardware and software.• Install or assist in the installation and operation of new or revised releases of programs on Windows PC’s and laptops such as Adobe Acrobat, VPN, Office 365, and mobile devices Apple and Android OS• Perform administrative duties for the Outlook 365 email system.• Set up desktop applications and perform routine hardware maintenance of standard office equipment.• Review help desk ticketing log for new assignments of escalated tickets. • Assist with coordinating, establishing, and managing Cisco Teleconferencing Management Service and WebEx. Move and connect mobile audio/visual/teleconferencing equipment. Assist in providing additional audio/visual systems support as requested.• Perform system support and administration for VOIP telephone systems, such as additions, deletions, moves and maintenance of the Call Center users and groups.• Maintain contact with other information technology court personnel at different locations and levels for the purpose of keeping abreast of developments, techniques, and user programs. Monitor day-to-day operations of the equipment and systems. • Install and configure network printers, including installation of Cat 6 cabling when needed.• Recommend hardware, equipment, and software updates to supervisory and management team.

Chicago, Illinois, United States

I was responsible for providing end user support to Kirkland employees on-site and on calls, troubleshooting incidents and fulfilling service requests:• Logging customer calls, recording detailed and accurate information in Heat ticketing tool.• Troubleshooting: Desktop, Laptop, Windows OS, Mac OS, Office 365, Office 2016, printer, software, network, Cisco VPN, Avaya desk phones, Citrix, Avaya workplace and many other Law firm related applications through BeyondTrust Remote Desktop.• Administer following applications: GroupID Self-Service to create distribution list, Hitachi ID Identity and Access Management Suite, Managed File Transfer Software - MOVEit MFT - Ipswitch, SecureDoc by WinMagic, Starfish Self Service Manager, VMware Airwatch mobile device management system, Proofpoint enterprise, Microsoft Authenticator for Two-Factor Authentication for end users, Zoom, creating accounts, controlling settings. • Using SCCM to install applications to end user’s machines.• Working with Active Directory & PowerShell scripts to provide access.• Create share drives through Microsoft distributed file system.• Monitoring tickets, following up with referral technician and contacting user after resolution for quality control purposes.• Fulfilling customer requests in timely and highly customer-service oriented manner.• Participating in training and working to develop and maintain top knowledge in existing and new technologies to provide most effective support for callers.• Following the Firm’s established Policies, Standards, Procedures and Guidelines in delivering service to the users; utilizing ‘best practice’ documentation, proper escalation procedures, etcetera.• Handling other tasks and projects as required for supporting the overall operations of the Service Desk and on site technology support.

Chicago, Illinois, United States

I was responsible for providing end user support to TCS Education System employees on-site and on calls and students of 5 colleges which are under their ranks.• Resolving issues over the phone and in person than registering them in our ticketing tool KACE Systems Management Appliance. • Responsibly picking up issues sent through email from our Kace ticketing system.• Troubleshooting: Desktop, Laptop, printer issues related hardware, software, network, Cisco VPN. • Troubleshooting Cisco desk phone and softphone (Cisco Ip communicator).• Imaging Desktop and Laptops through Kace Systems Management Appliance.• Assisting network and systems engineers on network related issues or server related issues.• Provided excellent technical support while using technical, analytical and communication skills to accurately identify user’s needs and provide effective solutions.• Provisioning of new accounts, provide access, apply permissions, create mailboxes, security and distribution groups, through Active Directory. • Managing computers in Active Directory: Moving it to the Organization Unit, adding it to different groups to enable policy.• Apply licenses through Microsoft 365 admin center for various Microsoft applications.• Administer Office 365 exchange depending on issues or request from end user.• Troubleshooting Cisco desk phone and softphone.• Cisco IP phone configuration through Cisco Unified CM Administration.• Setting up voice mail through Cisco Unity Connection Administration.• Administer video conferencing application Zoom, creating accounts, controlling settings. • Using SCCM to install applications to end user’s machines.• Maintain records of daily data communication transactions, problems, or installation activities through Microsoft Teams.• Create technical documentation for issues, installing software’s, or configuring any application or system.• Create presentations on applications or tools provided for end user’s betterment.

Dubai, United Arab Emirates

I was responsible for providing end user support on-site to Dubai Properties employees: Troubleshooting hardware and software, installing and configuring operating system in PCs, Printers, hardware equipment for end-users, data back-ups, assisting systems administrator on network related issues, attending all levels of issues and service requests raised by users through ITSM tool HP Service Manager. Previous client I worked with through Alpha Data was Al Futtaim carillion in which I was part of migration project that involved migrating end user operating system from XP to Windows 7. • Oversee the daily performance of computer systems.• Attending incidents and requests regarding computer software or hardware operation through ITSM tool HP Service Manager.• Troubleshooting Office 365 issues through Support and Recovery Assistant.• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.• Build new laptops, workstations and desktops using SCCM. Updated images when advised by system level. Updating endpoint protection when advised by IT security. • Backup returned laptops, workstations and desktops from leaver.• Install and perform repairs to hardware, software, or peripheral equipment, configuring Wi-Fi routers for Dubai Holding kiosk sites • Maintain records of daily data communication transactions, problems or installation activities.• Refer major hardware or software problems or defective products to vendors or technicians for service.• Troubleshoot network or connectivity problems for users or user groups.• Managing computers in Active Directory: Moving it to the Organization Unit, adding it to different groups to enable policy

Abu Dhabi, Uae

I was hired for Etihad Airways by Gulf Business Machines L.L.C, I was responsible for providing on-site end user support of level 2 to Etihad Airways employees. Follow incident process of logging tickets in Manage Engine, categorization, prioritization, escalation and documenting activities and updates. Provide first & second line investigation, diagnosis, and incident resolution, take end to end ownership of incidents and service request until closure. When required ensures incidents are escalated to the appropriate support groups.• Provide second level support for all users with hardware, software and business applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases. (i.e. Windows OS, MS Office, Blackberry, IPad for Cabin Crews, Thin clients, Citrix profiles)• Respond to emails of customers seeking help.• Working on Active directory, exchange servers 2003 & 2010, creating and setting up users’ e-mails, configuring there outlook with their e mail address, adding common mailboxes in outlook, creating profiles in outlook, configuring outlook to RPC settings so that user can access their e mails at home, renaming the OST files for user who faced slowness in outlook and providing them necessary privileges in their e mail account as well as Citrix account.• Escalate problems to level 3rd level support• Utilizes superior customer service skills• Solve problems on Windows with equal proficiency• Follow up with customers to ensure issue has been resolved.

Abu Dhabi, Uae

I was hired for Etihad Airways by Emirates Net, I was responsible for providing end user support of level 1 which was on calls & level 2 support which was on-site to Etihad Airways employees: Follow incident process of logging tickets in Manage Engine, categorization, prioritization, escalation and documenting activities and updates. Provide first & second line investigation, diagnosis, and incident resolution, take end to end ownership of incidents and service request until closure. When required ensures incidents are escalated to the appropriate support groups.• Provide first and second level support for all users with hardware, software and business applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases. (i.e. Windows OS, MS Office, Blackberry, IPad for Cabin Crews, Thin clients, Citrix profiles)• Respond to emails of customers seeking help.• Working on Active directory, exchange servers 2003 & 2010, creating and setting up users’ e-mails, configuring there outlook with their e mail address, adding common mailboxes in outlook, creating profiles in outlook, configuring outlook to RPC settings so that user can access their e mails at home, renaming the OST files for user who faced slowness in outlook and providing them necessary privileges in their e mail account as well as Citrix account.• Escalate problems to level 3rd level support• Utilizes superior customer service skills• Solve problems on Windows with equal proficiency• Follow up with customers to ensure issue has been resolved.