JUNAID HUSAIN
SAYED
Al Mankhool, Bur Dubai, UAE
+91.9920251968
junaid.sayed2@gmail.com
linkedin.com/in/junaid-husain-
sayed-0010ab129
CERTIFICATION
Cisco Certified Network Associate
Cisco, 2021
SKILLS
Technical Support Engineer L2:
Software and Hardware troubleshooting
Application support
Office 365
Network connectivity troubleshooting
VIP calls support
System upgrades and optimization
Video Conference support
Network Analyst:
3G, 4G, and 5G Site investigation
Network KPI's analyzation
Investigating RAN (Radio Access
Network) issues
Email communication with customers
and VIP's for RAN issues
CCNA/ Networking:
Idea of LAN, MAN and WAN
CSMA/ CD & OSI model
Static routing and Dynamic routing
Switching, VLAN
IPV4 and IPV6
Technical Support Engineer L2/ Network Analyst
PROFILE • ABOUT ME
Customer service focused Technical Support Engineer with approximately 4 years of
career experience in help desk environments. Highly adept in systems analysis,
diagnostics, troubleshooting and conflict resolution. Exhibits excellent organizational
and problem-solving skills.
Also, a globally certified CCNA with experience as a Network Analyst, which includes
Analyzing, monitoring RAN (Radio Access Network) performance and investigating
RAN issues.
WORK EXPERIENCE
Capgemini August 2022
Service Desk Engineer L2 - Current
Navi Mumbai, Maharashtra
Installation, configuration & troubleshooting of Applications (Mobilepass, PingID &
Microsoft Intune/ Intune Company Portal) for more than 50000+ Global users.
Mobilepass, PingID: A cloud-based, multi-factor authentication (MFA) solution for
your workforce and partners that drastically improve your security posture in minutes.
Microsoft Intune/ Intune Company Portal: Microsoft Intune, which is a part of
Microsoft Endpoint Manager, is a Microsoft cloud-based management tool for mobile
devices that aims to provide unified endpoint management of both corporate and BYOD
equipment in a way that protects corporate data.
Working on tickets as per the SLA for the issues based on the Applications (Mobilepass,
PingID & Microsoft Intune).
Assign tickets to different concerned teams as per the level of issues.
Consistently meet call handling goals by closing an average of 30+ calls per day with a
90% first call resolution ratio.
Escalated support desk tickets to Level 3 in the most crucial circumstances.
Tech Mahindra Business Services July 2021
Network Analyst/ Service Desk Analyst - June 2022
Mumbai, Maharashtra
To investigate top 50 sites including Golden sites (Samsung, Nokia, and Huawei) on
3G, 4G, and 5G based on complaints from different sources (Online, MVNO, Contact
Centre, Wholesale & Retail Stores) reported by Customers and VIPs for network issues
faced at different postcodes.
To investigate the issues reported through tickets and E-mails by finding customer logs
from different tools, and by investigating the Serving, Latching and neighboring Sites.
Investigating Sites by checking Congestion, Coverage, Planned work, ongoing tickets,
and performance on 3G, 4G and 5G.
Using several tools and data for investigation such as ROD (ticketing tool), Greenplum,
Astellia, Nova, Traffica, Resolve, Rowland, Network updater, and different sheets such
as (Site database, Huawei sites, Congestion, Planned outage & DART).
EDUCATION Analyze several KPI’s of sites on 3G, 4G, and 5G such as Cell availability, Overall
Electronics Engineering, Bachelor of accessibility, RSSI, CSSR, RRC attempts, RAB drops, ERAB attempts, X2 and S1
Engineering, Graduated Handovers, SRVCC Handover attempts, Data & Volte ERAB drops, Mean time
M.H. Saboo Siddik November 2018 advancing distance, PRB usage, end user throughput, etc.
College of Engineering Investigating neighbor Sites, if did not find any issue on the reported Site.
Mumbai University
Mumbai, Maharashtra
PwC February 2019
Desktop Support Engineer L1 - April 2021
Electronics and Telecommunication, Mumbai, Maharashtra
Diploma, Completed Provided technical support for more than 1000+ end users for issues pertaining to
Babasaheb Gawde Institute June 2015 Desktops/ Laptops, OS and AD (Active Directory) as agreed in scope.
of Technology Provided support for more than 100+ VIP’s on priority.
MSBTE Log IT related tickets (Incidents, Service requests) from end users in Service Now tool.
Mumbai, Maharashtra Troubleshoot system and network problems, diagnosing and solving hardware or
software faults.
LANGUAGES Installation/ re-installation/ configuration of systems, Printers.
English Support for Local Area Network (LAN) & Server issues.
Hindi Audio and Video Conference system support.
Urdu Talk employees through a series of actions, either face-to-face or over the phone, to help
set up systems or resolve issues. Communication is vital.
PERSONAL INFORMATION
Birthday
13/03/1996
CAREER HIGHLIGHTS
Gender Project handled in Tech Mahindra Business Services:
Male Have worked on Project CHARIOT for Client 3 (Three) UK, in which we analyzed and
Marital Status provided observations on the performance of more than 2000+ 3G and 4G network sites
Single before their up gradation on 5G.
Nationality
Indian Project handled in PwC:
Address Worked on One AD Migration, in which we migrated more than 500+ systems from India
98, Channi bldg, Huzaria St, Nagpada domain to Global domain.
Mumbai - 400008
Maharashtra TRAININGS
India
CCNA Routing & Switching
RST Forum, 2018
ITIL V4
Wipro, 2020
Beginners guide to Cyber Security
Udemy, 2020

DECLARATION
I, Junaid Husain Sayed, hereby declare that the information contained herein is true and
correct to the best of my knowledge and belief.

Junaid Husain Sayed Mumbai, Maharashtra