Senior System Engineer

• Mar 2022 - Present

Intune/AAD – Users, Groups, and Device Management (Device Enrollment and Profile Management) Service Administration (Configuration, Encryption, Compliance, and EndPoint Protection Policies) Providing L3 support and consultations to the customers. Intune – Mobile Application Management (Windows, iOS, Android) Conditional Access policies creation, maintenance, deploy,ment and administration. Log Analytics – Monitoring and troubleshooting patch management. M365 – Infrastructure Management: SharePoint Administration: Managing site collections and global SharePoint settings. Creating restricted external sites to do secure file transfers with external vendors. M365 – Teams Administration: Managing teams users, phone numbers, voice policies, meetings, all org-wide settings including federation and teams client settings. Auditing azure logs and reviewing Office 365 activities on a daily basis. Implementing, and managing data governance, performing legal and data investigation Cloud Security: Monitoring and troubleshooting the vulnerabilities across the entire organization. Investigating suspicious activities and security alerts. Powershell: Automate the repetitive tasks and package Win32 & Intune apps, also creating pro-active remediation scripts to fix the commonly expected issues. M365/AAD/Intune – Create and manage service requests when a ticket is escalated to Microsoft support FreshWorks - Creating and managing automated tasks, scheduled tasks, canned responses, KB articles, FAQs, adding/removing agents, and providing access to the portal using the ticketing tool Raising pre-approved, standard, and emergency changes for necessary IT Infrastructure changes and participating actively in CAB calls to explain the changes Show less

System Engineer

• Nov 2018 - Feb 2022

• Handling critical BAU Systems Management tasks • Providing effective support to helpdesk team in handling escalations of more complex issues• Installation, configuration, operation, documentation and maintenance of system software, hardware and related infrastructure• To participate in technical research and development to enable continuing innovation of IT systems and infrastructure• Working with IT Systems Infra Manager and Director on the initiation and planning phases of key IT and company projects• Smoothing the transition of project from development to project by performing operation activities• Installing and managing SOE images, servers and telephony systems to meet need of business requirements.• Managing enterprise network of various sites and VPN network• Managing company portal to provide access to the external vendors and contract employees using F5 Big IP• Monitoring networks, servers, virtual machines and cloud services using an enterprise tool.• Managing modern windows deployment, upgrading OS, managing devices and data including apps.• Administering Cloud services and Policies.• Reviewing products, apps and license to reduce the cost of Infrastructure• Fetching reports from ticketing tools and providing role based access to IT helpdesk agents• Creating FAQs, Templates and managing agents and queues in OTRS.• Assigning role based access to the OTRS agents Show less

Information Technology Officer

• Oct 2019 - Sep 2020

IT System Analyst

• Jan 2017 - Oct 2018

* Managed access to all administrative features in Azure Active Directory as well as services that federate to Azure Active Directory • Assigned administrator roles to others. Reset password for any user and all other administrators • Administered & Managed Windows Server 2016 & 2019 • Created & managed all aspects of users and groups. Monitoring service health • Managed Group Policy Objects (GPOs) throughout the Active Directory enterprise • Administered DNS and DHCP • Designed and Implemented Microsoft 365 services • Participated in Exchange cutover migration activities • Windows server system administration, installation, optimization, and problem isolation. • Extracted reports from Active Directory and Cloud Services • Performed network troubleshooting to isolate and diagnose common network problems related to LAN and wireless • Raised and handled Change requests, attended cab calls, co-ordinate with different service lines, executed the changes, and document the same. • Worked on upgrading Win 7 to Win 10 via SCCM • Managed network drives using NTFS permissions and securing them. • Worked closely with both a local and a virtual support team and was responsible for Gulf, Middle East, and European sites. Show less

Senior Consultant

• Oct 2015 - Feb 2016

• Managed shared network drives and troubleshooting network drive related issues. • Engaged in handling calls and Email Chats of Enterprise & different business units (Internal & External) • Performed problem cause analysis • Handled technical, order and billing related queries and provided information to the customers. • Created KB articles and FAQ to support team members. • Managed shared network drives and troubleshooting network drive related issues. • Engaged in handling calls and Email Chats of Enterprise & different business units (Internal & External) • Performed problem cause analysis • Handled technical, order and billing related queries and provided information to the customers. • Created KB articles and FAQ to support team members.

Escalation Lead

• Nov 2011 - Aug 2015

Provided support to overseas customers regarding their technical issues, general inquiries, and order-related issues through chat, email, and over the phone as well. Helped team agents perform better to improve the business. Created SOPs, standard templates, canned responses, and FAQs for the team that helped in handling the customers efficiently. Managed a team with 15 members and provided feedback/comments to improve their performance. Took reports of the support transactions, barged the calls, and monitored the chats for quality and service development purposes. Handled escalated tickets and supervisor calls to resolve complex problems. Joined as a Tech Support Engineer, was promoted to application engineer then Escalation Lead. Awarded as Star of the Quarter twice in 2013 Awarded as Star of the Year Once for being an outstanding performer in 2014 Show less