Mehtab Alam

• Delivered L1/L2 end‑user support within a large corporate and semi‑government enterprise environment
for Windows, macOS, mobile devices, and business applications, including VIP users.
• Provided VIP / Executive IT support, ensuring system availability, confidentiality, and minimal service
disruption.
• Managed incidents and service requests via ITSM tools, maintaining 98% SLA compliance.
• Performed endpoint provisioning, device enrollment, and standardized software installation using
Microsoft Intune in accordance with security and compliance policies.
• Led enterprise‑wide Windows 11 migration for 800+ users across multiple locations, ensuring a smooth
rollout with minimal impact on business operations.
• Managed IT asset lifecycle activities including inventory tracking, asset tagging, deployment, replacement,
and accurate asset record maintenance.

• Supported Office 365 (Microsoft 365) administration, managing Exchange Online mailboxes, Microsoft
Teams and SharePoint Online access, license assignments, and basic service configurations.
• Managed Active Directory operation including user/group management, access control and group policy
enforcement.
• Supported Windows Server infrastructure (Active Directory, DNS, DHCP) by performing routine checks,
basic configuration updates, and first‑level troubleshooting under senior system administrators.
• Assisted with endpoint management activities using Microsoft Intune and SCCM, including device
enrollment, patching support, compliance monitoring, and application installations.
• Implemented BitLocker encryption on endpoints and supported endpoint security configurations in
alignment with organizational security and compliance requirements.
• Provided Level 2 technical support for system incidents, following ITIL processes and escalating
unresolved issues to Level 3 teams.

• Delivered Level 1 IT Help Desk support as the first point of contact for end users in an enterprise
environment.
• Logged, categorized, and tracked incidents and service requests accurately, ensuring compliance with
defined SLA and KPI targets.
• Performed first‑line troubleshooting for desktops, laptops, operating systems, printers and standard
business applications, achieving effective first‑contact resolution.
• Executed basic Active Directory tasks including user account management, password resets, and access
updates in line with approved security procedures.
• Supported Outlook, VPN access, meeting rooms, and AV systems, while maintaining accurate ticket
updates and IT asset records for reporting and audits.