Azaz Khan
End User Support Specialist @Amdocs
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WORK HISTORY
End User Support Specialist @Amdocs
London, GB
Providing technical support to both local & remote users across EMEA sites - Offering VIP Support to top management (GM\'s/CMO & CEO Inclusive)- Carrying out Networks and Data Centre Support as directed by the professional teams- Maintaining/Installing and decommissioning hardware in DC using change management process- Asset Management of equipment (DC/Laptops and Mobile devices) in HP Asset Manager- Managing Data Centre/Electrical Comms Room (ECR) related activities i.e. UPS, Generator and fire suppression systems- Liaising with Mobile telephony teams, arranging Voice/Data solutions for global users- Managing Macbooks using JAMF - Apple Device Management Solution- Provisioning/Managing Non rooted Androids/iOS mobile devices with Airwatch MDM- Troubleshooting Yealink/Polycom\'s Video conferencing systems for point to point meetings and presentations- Training new colleagues, bringing them up to speed and supporting them as and when required- Monitoring Incident/Requests in Service Now (SNOW) ensuring tickets are processed and allocated in according with Amdocs procedures, OLA\'s and ITIL processesKey technologies include: Windows 10, macOS using JAMF, Office 2013/2016/365, MS Teams, RSA/MS MultiFactor Authenticator (MFA), Vmware AirWatch MDM, HP Asset Manager, MS bitLocker, MS SCCM, ServiceNow Incident Management System, Symantec Endpoint Protection, VMWare Mirage, MS One Drive and Druva for (Backup/Restore), Big IP F5 (VPN)Achievements: Received Numerous awards and appreciation for offering outstanding support to users (including top-tier management). Awarded top performer in the region multiple times by the IT management.
EDUCATION
University of Greenwich
BSc (Hons), Computing
City St George’s, University of London
MSc, E-Business Systems
Westminster College of Computing
Diploma, Network Management
SKILLS
ABOUT AZAZ KHAN
A dedicated professional with significant experience of providing technical support across diverse sectors, ranging from Financial Services, Legal, Telecoms, Retail, Media and Healthcare. Supported business users, including top tier management (CEO\'s/CMO\'s/Traders) and exceeded customer expectations. Managed incidents/requests using industry’s recognized service desk software; ServiceNow IT Service Management (ITSM), HP Service Manager, LANDESK and JIRA whilst adhering to strict Service Level agreements (SLA’s). Resolved user issues with Windows, Mac, MS Office and other bespoke applications in line with the ITIL principles and gained excellent customer service skills. Have a good understanding of Networking Technologies, Windows and Mac Operating Systems. Active involvement in projects; Post Merger Integration (PMI), Disaster Recovery, Data Centre Migration, Windows 7/10 and Skype for Business Migration.Seeking a role as an IT Analyst and willing to relocate globally within an organisation that values ideas, embraces staff development and career progression.Technical & Packages:MS Office 2016/2019/365, MS Visio, VM Ware, Oracle VM Virtual Box (for virtual PC/servers), ClusterSeven (for high risk spreadsheet monitoring)Incident Management and Configuration Management Systems:ServiceNow, JIRA (for ticket logging and resolution), Manage Engine Service Desk plus, HP Service Manager, TOPDesk Call Management (for call logging and Asset Management), LANDESK Service DeskOperating Systems: Microsoft Windows 20••••16 Server/7/10, macOS 11/12, iOS, Android Mobile Device Management (MDM):Microsoft SCCM, VMWare AirWatch, Jamf Pro (for Macs)Databases:MS SQL Server 2005/2008, MS Access, Sybase, OracleComputer Languages:Transact SQL, MySQL, VBA, Java, Windows batch scriptingNetworking Technologies and Protocols:Active Directory, TCP/IP, DHCP, DNS, Cisco Catalyst/Nexus Switches, RoutersTraining Courses:RBC Certified Agile Practitioner, Global Financial Markets Concepts, Anti Money Laundering (AML), Market Abuse
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