Suhail's CV
Suhail Alam
IT Support Engineer – L2 | Google Workspace & ServiceNow Ops
Profile summary
Reliable IT Support Engineer with 4 years of experience across 3 organizations. Competent in managing technical support, system administration, and infrastructure audits while maintaining operational compliance. Committed to delivering effective technical solutions and maintaining system stability.
Career highlights
End User Support Operations: Delivered L2 end user support for 100+ users, resolving desktop, hardware, OS, and network issues within defined SLA timelines.
IT Asset Management: Managed the complete IT asset lifecycle including procurement, inventory tracking, allocation, audits, and vendor coordination.
System Infrastructure Audits: Conducted system audits across Delhi Police stations, assessing security posture, hardware health, and software compliance.
ServiceNow Certification: Earned professional certifications in ServiceNow Administration and Google Workspace Administrator to support IT operations.
Key skills
Professional experience
Managed information technology operations and office administration, overseeing infrastructure availability and hardware support across the organization. Administered user accounts, system provisioning, and asset lifecycles while coordinating directly with external vendors for procurement and maintenance.
- Provided technical support for over 100 end users, resolving hardware, software, network, and printer issues.
- Managed Microsoft 365 administration, including user accounts, licenses, mailboxes, and password management.
- Handled IT asset lifecycle operations, covering procurement, inventory, asset allocation, audits, and warranty tracking.
- Maintained server room operations while monitoring IT infrastructure availability to support business workflows.
Directed IT support operations for internal users, overseeing desktop, hardware, and network infrastructure maintenance while coordinating vendor procurement, asset lifecycle tracking, and escalation pathways with third-party technical teams.
- Delivered tier-2 technical support for 100 users, resolving operating system, hardware, and peripheral malfunctions within established service level agreements.
- Diagnosed network connectivity failures across local and wide area networks by analyzing TCP, DNS, and DHCP configurations.
- Maintained hardware inventory records and managed procurement, warranty, and replacement activities through direct vendor coordination.
Executed IT infrastructure assessments and system audits for Delhi Police stations as part of an engagement with Paradigm IT. Evaluated software compliance, hardware health, and security postures across desktop environments.
- Identified performance bottlenecks and maintenance issues by reviewing operating systems and peripherals.
- Prepared improvement recommendations and coordinated with internal IT teams for standardization.
Education
- Master of Computer Applications (MCA) - (Pursuing) | Kurukshetra University
- Bachelor of Science (Botany – Hons.) | Babasaheb Bhimrao Ambedkar Bihar University - 2023
- Diploma in Network Administration | Jetking, Vikaspuri Institute, New Delhi – 2021
Certifications
Languages
English · Professional
Hindi · Native