Afshan Tasneem

• Administer Microsoft 365, Exchange Online, SharePoint Online, Microsoft Teams, OneDrive, and Microsoft Entra ID
(Azure AD).
• Manage user provisioning, licensing, mailbox configuration, MFA, Conditional Access, and Single Sign-On (SSO).
• Administer Microsoft Intune, including device enrollment, compliance policies, and application deployment.
• Perform Windows Server administration, Active Directory, Group Policy, DNS, DHCP, and file permission
management.
• Monitor server health, system availability, and infrastructure performance.
• Perform software deployment, patch management, backup, disaster recovery, and scheduled maintenance.
• Manage incidents, service requests, and change requests using ServiceNow, Jira Service Management, and BMC
Remedy.
• Create technical documentation, SOPs, and knowledge base articles.
• Collaborate with cloud, networking, infrastructure, and application support teams.
• Implemented PowerShell scripts to automate user account creation and group membership updates, reducing
manual effort by 15%.

• Provided Level 1 & Level 2 support for Windows, Microsoft 365, Azure, VPN, Outlook, Microsoft Teams, and
enterprise applications.
• Administered Microsoft 365, Azure AD, Active Directory, Windows Server, DNS, DHCP, and Microsoft Intune.
• Managed onboarding/offboarding, mailbox provisioning, licensing, user access, and endpoint devices.
• Performed software deployment, patch management, system monitoring, backup support, and scheduled
maintenance.
• Troubleshot hardware, software, networking, printers, and remote connectivity issues.
• Managed incidents and service requests using ServiceNow and BMC Remedy while maintaining SLA compliance.
• Automated routine tasks using PowerShell and SQL.
• Maintained technical documentation and collaborated with cross-functional teams.

• Delivered Level 1 technical support for Windows systems and enterprise applications.
• Resolved issues related to Microsoft Office, Outlook, VPN, printers, hardware, software, and Active Directory.
• Assisted with software installation, system configuration, user account management, and patch deployment.
• Logged and resolved incidents using ITSM ticketing tools.
• Created technical documentation and supported senior system administrators in daily operations.