Fazila Ahmed

• Remote IT support for Oracle end users around the globe.
• Creating and maintaining MDM Air Watch account for email and
enterprise access on Android and iOS devices.
• Hardware troubleshooting of Windows, Mac and Linux machines
• OS upgrade and re/imaging assistance for Windows, Mac, and Linux
machines.
• Cisco VPN access and troubleshooting.
• Managing 2FA using YubiKey physical security keys.
• Troubleshooting issues related to collaboration apps like Slack,
Cisco Webex, Adobe Connect, MS Teams.
• Additional responsibilities include creating/ updating existing KB,
mentoring new hires, etc.
• Utilized CrowdStrike Falcon to monitor, detect, and respond to
endpoint threats.

• Configuring computer systems, diagnosing hardware and software
faults and solve technical and applications problems on the phone.
• Responding to customer technical problem related to hardware,
software and networking via email and phone.
• Assists customers by diagnosing problems and providing resolutions
for technical and service issues.
• Uses troubleshooting techniques and tools to identify products that
are defective.
• Remains knowledgeable of Hewlett-Packards product line, current
industry products and technologies
• Troubleshooting issue Outlook, MS Teams, VPN user account