Mubarak Banu

• Served as the first point of contact for IT incidents and service requests.
• Logged, prioritized, and resolved incidents using IVANTI while adhering to SLA requirements.
• Provided technical support for desktops, laptops, printers, scanners, and Microsoft Office applications.
• Installed and configured Windows operating systems and business applications.
• Assisted users with Microsoft 365, Outlook, Teams, and operating system-related issues.
• Coordinated with infrastructure teams and vendors for hardware repairs and replacements.
• Supported hardware replacement and device deployment activities.
• Performed software installation and hardware troubleshooting.
• Escalated unresolved incidents to appropriate support teams.
• Delivered quality customer service while ensuring timely issue resolution.

• Provided Level 1 and Level 2 technical support to global users via phone, chat, email, and remote support.
• Managed incidents and service requests using ServiceNow while consistently meeting SLA targets.
• Supported Windows desktops, laptops, Microsoft 365, Outlook, and Office applications.
• Administered user accounts through Active Directory, including password resets, account unlocks, and
access management.
• Supported Azure Active Directory authentication and Microsoft Intune managed devices.
• Troubleshot Outlook mailbox issues including PST/OST file errors and synchronization problems.
• Resolved VPN connectivity, Microsoft Teams, Citrix, VMware Horizon, and Remote Desktop issues.
• Assisted users with software installation, system configuration, and hardware troubleshooting.
• Supported new employee onboarding by preparing laptops, installing required software, and configuring
user accounts.
• Assisted with offboarding activities, including asset collection and inventory updates.
• Maintained IT asset records and coordinated hardware replacement with vendors.
• Provided priority technical support to VIP users and ensured minimal business disruption.
• Documented technical solutions and maintained accurate service records.