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.

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.
• 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.
• 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.

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.
• 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.
• Using SCCM to install applications to end user’s machines.
• Working with Active Directory & PowerShell scripts to provide access.

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.

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.
• 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.

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.
• 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.
• 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.
• Escalate problems to level 3rd level support
• Utilizes superior customer service skills

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.
• 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.
• 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.
• Escalate problems to level 3rd level support
• Utilizes superior customer service skills