UVAIZE ABDULJALEEL
Halifax,NS
Summary
Dynamic IT professional with extensive experience at Mphasis Limited, excelling in technical support and incident management. Proven ability to optimize processes and enhance customer service through effective team collaboration. Skilled in Active Directory management and remote troubleshooting, consistently delivering results in fast-paced environments while ensuring SLA compliance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Advisor II, Customer Service - WAH
Concentrix
Glace Bay, NS
08.2023 - Current
- Provide Tier 1 & Tier 2 support to users across various platforms, resolving desktop, email, and application issues using remote tools and ticketing systems.
- Support Microsoft 365 tools (Outlook, Teams) and troubleshoot device connectivity, login/access, and endpoint protection issues.
- Maintain detailed logs in CRM and ticketing systems (ServiceNow) while ensuring SLA compliance.
- Assist users with system navigation and escalate complex issues to technical teams as needed.
- Collaborate with teams to deliver client-focused service and knowledge sharing in a fast-paced 24/7 environment.
Lead Infrastructure Engineer
Mphasis Limited
Kochi, Kerala, India
09.2022 - 06.2023
- Managed IT infrastructure across cloud and on-premise environments; supported Active Directory, Azure, and virtualization tools.
- Oversaw endpoint management using SCCM and Intune, and maintained systems for performance, security, and compliance.
- Coordinated desktop rollouts and remote troubleshooting using remote support tools and imaging techniques.
- Led a 20-member virtual support team, implementing collaboration strategies and overseeing technical escalations.
- Managed vendor contracts, optimized processes, and ensured SLA compliance.
IT Analyst
Alight Solutions
Kochi, Kerala, India
08.2021 - 09.2022
- Delivered Tier 1 and Tier 2 support via ServiceNow, troubleshooting hardware/software, user account issues, and system access problems.
- Administered Active Directory and Azure AD, managing secure user access and device controls.
- Provided hardware diagnostics and asset management; offered remote support for office and remote users.
- Coordinated vendor services and documented resolutions for future knowledge base use.
System and Network Administrator
Al Manar International School
Yanbu, Saudi Arabia
03.2015 - 04.2021
- Provided comprehensive IT support to staff and students, including the maintenance of hardware, software, and network infrastructure.
- Maintained and configured switches, wireless devices, and firewalls; ensured secure internet access across the school.
- Maintained and configured switches, wireless devices, and firewalls; ensured secure internet access across the school.
- Implemented IT security measures and provided training on educational technology tools.
- Managed procurement, IT asset tracking, and software deployment projects.
Education
Bachelor of Science - Computer Applications Development
Mahatma Gandhi University
Kottayam, India03.2012
Skills
- Technical support
- ServiceNow administration
- Microsoft 365 support
- Active Directory management
- Remote troubleshooting
- Incident management
- Customer service
- Process optimization
- Team collaboration
- Vendor management
- Asset management
- IT security
- Documentation practices
- Active listening
- Project management
- Negotiation
- Data interpretation
- Cross-functional coordination
- Time management
Certification
- ITIL Foundations (planned)
- MSSQL, Oracle, MySQL Database Administration (learning focus)
- PowerShell Scripting Basics (self-study)
Timeline
Advisor II, Customer Service - WAH
Concentrix
08.2023 - Current
Lead Infrastructure Engineer
Mphasis Limited
09.2022 - 06.2023
IT Analyst
Alight Solutions
08.2021 - 09.2022
System and Network Administrator
Al Manar International School
03.2015 - 04.2021
Bachelor of Science - Computer Applications Development
Mahatma Gandhi University
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