Rehan Ali

Experience

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  Kolkata Metropolitan Water Works

  Dec 2015 - Jan 2016

  Internship
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  Public Works Departments

  Jul 2016 - Aug 2016

  Internship
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  HSBC

  Aug 2018 - May 2019

  Information Technology Analyst

  -Worked as IT Support and provide solutions for complex IT problems to internal Stakeholders.-Use to analyse/Troubleshoot software and hardware root problems and solve it with in SLA.-Hands on expertise on Windows 7/8/10, Active Directory, handled Cisco Telephony problem, Jabber, Video conferencing software, Network, VPN, RACF AS400 systems, MS Office, Outlook, etc. Remote Desktop Troubleshooting, Over the call trouble shooting by guiding the client’s.-Resolving Access Management issue.-Have Deep Understanding of Service Desk Ticket management tools GSD R17.-Provide timely resolution or escalation within the agreed SLA. Show less

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  CDM Smith

  Oct 2020 - Feb 2021

  Service Desk Specialist

  -Troubleshoots routine 1st tier incidents such as access rights management issues, software applications errors, hardware failures and questions related to email, collaborative tools and websites, etc.-Responds to IT related requests for information via phone, email and collaborative tools. -Assigns incident and user requests to IT staff based on criticality using IT Service Management tools. -Collaborates with IT staff on issue resolutions and escalates service requests to appropriate IT groups or individuals as required.-updating and removing obsolete documents and information stored in the IT Knowledge Management System-Supports major modifications to the global IT infrastructure and software environment as required. Performs other duties as required. Show less