Imad Nayeem

Experience

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  Myntra

  Sept 2020 - May 2021

  Technical Analyst

  >Ability to diagnose and resolve hardware, software, and network issues efficiently.>Strong communication skills to assist users with technical queries via phone, email, and chat.>Knowledge of Windows, macOS, and Linux environments, including troubleshooting and configuration.>Familiarity with ticketing systems such as ServiceNow, Jira, or Zendesk for issue tracking and resolution.>Basic understanding of networking protocols (TCP/IP, DNS, DHCP) and troubleshooting connectivity issues.>Proficient in installing and configuring applications, system software, and drivers.>Ability to remotely troubleshoot and resolve customer issues using remote desktop tools.>Knowledge of diagnosing and supporting PC hardware, printers, peripherals, and related devices.>Understanding of data backup procedures and recovery techniques for system restoration.>Familiarity with database concepts and the ability to support simple queries or data retrieval tasks.>Provide consistent and effective technical support to internal and external users, addressing a variety of IT-related concerns.>Efficiently resolve basic technical issues and escalate complex issues to senior analysts or other departments.>Monitor system performance, diagnose faults, and perform routine maintenance to ensure operational efficiency.>Work closely with development, IT, and customer service teams to ensure smooth system functionality.>Maintain accurate logs of support requests and solutions for future reference and knowledge sharing.>Assist in training users on software, system functions, and best practices for troubleshooting common technical issues.>Strive to meet or exceed service level agreements (SLAs) and ensure a positive customer experience.>Quickly adapt to new technologies, tools, and evolving business needs in a dynamic e-commerce setting like Myntra. Show less

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  Cognizant

  Jul 2021 - Jul 2022

  Infrastructure Specialist

  >Infrastructure Specialist at Cognizant, providing dedicated support to Merck for M35-related issues.>Expert in VMware, Citrix, Docker Desktop, and ServiceNow as the primary ticketing tool for issue tracking and resolution.>Responsible for troubleshooting and resolving critical infrastructure issues remotely, ensuring minimal downtime.>Act as the main point of contact for email and chat communications, efficiently assigning tickets to Level 2 support when necessary.>Monitor infrastructure performance closely while working as a Subject Matter Expert (SME) to ensure seamless operations.>Provide guidance and technical support to ensure timely resolution of escalated issues. Show less

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  Dublin Tech Solutions Limited

  May 2023 - Nov 2024

  IT Support Specialist

  >Manage software configuration within the Azure ecosystem.>Collaborate with third-party vendors on configuring and releasing their applications.>Collect and analyze application data during the discovery phase.>Identify and document points of change for various applications.>Provide support in troubleshooting and resolving application configuration issues.>Collaborate with the team to integrate application configurations into projects.>Perform initial validation and testing of application configurations.>Assist in creating and updating policy documentation related to application configuration.>Log into virtual machines and facilitate application installation. Show less