Sameer Shahi
Nuneaton,Warwickshire
Summary
IT Support professional with an MSc in Computing and over three years of hands-on experience delivering technical and application support in enterprise environments. Experienced in providing both deskside and remote support across Windows systems, SaaS platforms, and enterprise hardware. Proficient in ITSM tools including ServiceNow, Salesforce, and Jira, with a strong track record of managing incidents through to resolution while maintaining clear and consistent user communication. Comfortable working in fast-paced environments where SLA adherence and effective communication are critical alongside technical expertise.
Overview
6
6
years of professional experience
Work history
Technical Support Analyst
Trakm8 Ltd, United Kingdom
2023.08 - 2025.03
- Collaborated closely with internal engineering and product teams to relay customer-reported issues and support continuous service improvements.
- Diagnosed hardware faults, connectivity issues, and data reporting problems using internal diagnostic tools (Swift and Insight) to identify root causes and resolve issues efficiently.
- Provided remote technical and application support for fleet management platforms and vehicle tracking hardware used by enterprise customers across the UK.
- Logged, triaged, and managed incidents and service requests through Salesforce and Jira, consistently meeting resolution SLAs.
Sales Representative (Part-Time)
Phat Buns Restaurant
Leicester
2021.12 - 2022.06
- Optimised sales presentations using persuasive communication techniques.
- Developed comprehensive knowledge of product offerings to facilitate customer decisions.
- Tailored pitches according to individual consumer preferences to increase conversion rates.
- Strengthened brand reputation with impeccable professionalism and integrity.
Technical Support Engineer
DXC Technology, India
2019.01 - 2020.05
- Delivered 1st-line IT support for a major healthcare client in a global enterprise environment, managing a high volume of incidents and service requests daily.
- Managed end-user accounts in Active Directory, including user provisioning, password resets, and access permission management.
- Handled sensitive patient health information (PHI) in accordance with strict data security, privacy, and compliance requirements at all times.
- Supported users with remote desktop access, system connectivity, and device-level issues, maintaining a calm, clear, and professional approach under pressure.
Education
MSc Computing (Merit) -
De Montfort University
Leicester /2021 - /2022
Bachelor of Computer Applications -
Presidency College
India /2014 - /2017
Skills
- 1st and 2nd line technical support (remote and deskside)
- Windows 10/11 troubleshooting, configuration, and support
- Active Directory administration, including user provisioning, password resets, and permissions management
- Microsoft 365 administration and end-user support
- Hardware support for laptops, desktops, printers, and peripherals
- Device setup, configuration, and onboarding for new starters
- Incident and service request management (ITSM processes)
- Experience with ServiceNow, Salesforce, and Jira Service Management
- SLA monitoring, ticket prioritisation, and resolution tracking
- Support for VDI and remote desktop environments
- Basic networking and connectivity troubleshooting
- Knowledge base documentation and root cause analysis
Timeline
Technical Support Analyst
Trakm8 Ltd, United Kingdom
2023.08 - 2025.03
Sales Representative (Part-Time)
Phat Buns Restaurant
2021.12 - 2022.06
Technical Support Engineer
DXC Technology, India
2019.01 - 2020.05
MSc Computing (Merit) -
De Montfort University
/2021 - /2022
Bachelor of Computer Applications -
Presidency College
/2014 - /2017