Mainuddin

About Mainuddin

Senior IT Service Desk Engineer with over 5 years of experience supporting global enterprise users and delivering high-quality IT service operations. Strong expertise in incident, request, and problem management with a focus on SLA compliance, customer satisfaction, and operational efficiency.Hands-on experience in supporting Windows operating systems, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), VPN connectivity, endpoint security tools, and enterprise collaboration platforms. Proficient in working with ITSM tools such as ServiceNow, BMC Remedy, and iServe for effective ticket handling, prioritization, escalation, and documentation.Technical expertise includes Active Directory administration, user provisioning, password resets, account lockouts, access management, and basic group policy support. Experienced in remote support using RDP, TeamViewer, AnyDesk, Cisco WebEx, and Microsoft Teams, along with troubleshooting network, antivirus, BitLocker, and MFA-related issues.In addition to technical support, I actively mentor junior engineers, support team knowledge sharing, and assist in improving service quality and first-call resolution. Known for strong communication skills and a customer-focused mindset, I work effectively in fast-paced, high-pressure environments.Currently open to opportunities as a Service Desk Lead, Team SME, or Technical Specialist, with a strong interest in contributing to service excellence, team development, and continuous improvement within global IT organizations.

Experience

1. Sinior Service Desk Engineer

   Microland Limited

   Jan 2025 — Present · Gurgaon, IN

   Working as a Senior Service Desk Engineer supporting global enterprise users across multiple regions, delivering reliable and high-quality IT services in line with ITIL processes and SLA commitments. Responsible for end-to-end incident, service request, and problem management while ensuring consistent customer satisfaction.Provide hands-on technical support for Windows operating systems and Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive. Troubleshoot VPN connectivity, endpoint security, and remote access issues using structured problem-solving techniques to minimize downtime and prevent recurring incidents.Utilize ITSM tools such as iServe for accurate ticket logging, prioritization, escalation, resolution, and documentation. Perform Active Directory administration including user provisioning, password resets, account lockouts, access permissions, and basic group policy support.Deliver remote support through RDP, TeamViewer, AnyDesk, and Microsoft Teams while assisting users via call, chat, email, and remote sessions. Coordinate with network, infrastructure, and application teams for timely resolution of escalated issues and seamless service delivery.Act as a Team SME by mentoring junior engineers, supporting onboarding activities, and contributing to knowledge base documentation. Participate in shift handovers, daily operational calls, and service review meetings to ensure continuity and ongoing service improvement.Recognized for strong communication skills, customer-focused service delivery, and ability to perform effectively in fast-paced, high-pressure environments. Continuously adapt to new technologies and processes to align IT services with business requirements.

Education

• Dr Ram Manohar Lohia Avadh University

  Bachelor of Commerce, Job

  2017 — 2019