Ahmad Khan

Information Technology Consultant @Multiple Companies

US

As an experienced Lead Engineer, I oversaw L2 support for enterprise environments, specializing in network infrastructure, data center systems, and end-user computing. I served as a key escalation point, coordinating with L3 teams, vendors, and senior engineers to resolve complex issues. My responsibilities included managing data center operations, overseeing hardware installations, infrastructure maintenance, and network troubleshooting to ensure high availability and continuous service improvement.Key responsibilities included leading and managing L2 support for enterprise customer sites to ensure SLA compliance, diagnosing and resolving escalated technical issues with root cause analysis for long-term solutions, overseeing network, hardware, software, and cloud-based system troubleshooting, managing IT infrastructure such as servers, databases, and network performance monitoring, deploying IDF and MDF in different data centers, and ensuring proactive maintenance with software updates, patches, and configurations. I also developed and implemented preventive measures to reduce recurring incidents, maintained clear documentation of troubleshooting steps, resolutions, and system performance, collaborated with L3 engineers, developers, and vendors for advanced issue resolution, and effectively communicated technical solutions to non-technical stakeholders. Adherence to ITIL best practices, security protocols, and data protection standards was crucial, along with conducting security audits, identifying vulnerabilities, implementing mitigation strategies, and driving continuous improvement initiatives to optimize service delivery and customer satisfaction.