Fahad Shaikh Email & Phone Number

Brasília, Federal District, Brazil

Currently working at the Caddell Construction CO(DE) LLC in Brasilia, Brazil, on an OBO Project, managing and maintaining the company's IT infrastructure, including networks, servers, and security systems. Responsibilities include providing technical support to employees, troubleshooting hardware and software issues, and collaborating with various departments to identify business needs and develop technology-driven strategies. Skilled in configuring and monitoring FortiGate firewalls, as well as configuring switches, routers, domain controllers, and file servers. Additional duties include creating and managing Active Directory users, performing daily server backups, developing and implementing IT policies to ensure operational efficiency and data protection, and coordinating with vendors and suppliers to ensure smooth system integration. Provide technical support and resolve IT-related issues across the organization.

Nairobi, Kenya

Worked at the Caddell Construction CO(DE) LLC in Nairobi, Kenya, on an OBO Project, managing and maintaining the company's IT infrastructure, including networks, servers, and security systems. Responsibilities include providing technical support to employees, troubleshooting hardware and software issues, and collaborating with various departments to identify business needs and develop technology-driven strategies. Skilled in configuring and monitoring FortiGate firewalls, as well as configuring switches, routers, domain controllers, and file servers. Additional duties include creating and managing Active Directory users, performing daily server backups, developing and implementing IT policies to ensure operational efficiency and data protection, and coordinating with vendors and suppliers to ensure smooth system integration. Provide technical support and resolve IT-related issues across the organization.

Malad, India

Previously responsible for planning, implementing, and maintaining the IT systems and infrastructure at Transas India. Handled a wide range of tasks including resolving software, network, and hardware queries, troubleshooting Windows operating systems and printers, and managing the domain controller, file server, and network. Managed NAS drives, data backups, and configured and monitored the SonicWall firewall. Maintained and configured Active Directory, DNS, and DHCP, while also managing user creation and migration to Office 365. Provided technical support to employees, resolved IT-related issues, and oversaw IT asset management. Coordinated with vendors, suppliers, department heads, and end users to ensure smooth system integration and operation. Logged and resolved all support calls efficiently.

Kandivali , India

Deployed at Mahindra Logistics Ltd. to provide first-level support for hardware, software, and network issues. Responsibilities included investigating and resolving computer and software-related issues, coordinating with external vendors and service providers for IT equipment and services, and troubleshooting issues related to Outlook, operating systems, and network printers. Proficient in both Windows and Mac operating systems, with experience in configuring and maintaining networks. Supported users in daily operations and ensured user satisfaction by creating and closing tickets for each issue. Familiar with ticketing systems such as BMC Remedy and Jira.

Kandivali, Mumbai

Deployed at Mahindra Logistics Ltd. to provide first-level support for hardware, software, and network issues. Responsibilities included investigating and resolving computer and software-related issues, coordinating with external vendors and service providers for IT equipment and services, and troubleshooting issues related to Outlook, operating systems, and network printers. Proficient in both Windows and Mac operating systems, with experience in configuring and maintaining networks. Supported users in daily operations and ensured user satisfaction by creating and closing tickets for each issue. Familiar with ticketing systems such as BMC Remedy and Jira.

Bhayander, Thane

Managed a team of 35 Customer Support Executives, overseeing performance and operational efficiency. Extracted and analyzed key performance reports, including Average Call Handling Time (ACHT), number of calls taken per day, and short calls. Provided one-on-one feedback to team members, discussing performance metrics and sharing quality scores. Monitored call queues and ensured daily Service Level Agreement (SLA) targets were met. Additionally, handled escalation calls, followed up with customers, and provided effective resolutions to ensure customer satisfaction.