Muhammad Osama Zaheer

Efficiently managed and resolved support tickets for desktops, laptops, tablets, printers, scanners, and
barcode printers, addressing end-user issues related to applications, hardware, and basic network
connectivity, while adhering to organizational policies.
Collaborated with infrastructure and backend teams to escalate unresolved requests and incidents,
ensuring timely resolution and minimal disruption to business operations.
Utilized monitoring tools (Nexthink Finder) to proactively monitor and manage devices within the SIDF
network, ensuring consistent performance and security.
Oversaw Active Directory management, ensuring proper user and device access control across the
organization.
Conducted security tool testing, including Carbon Black, Cortex, Trend Micro, and Forcepoint, and
coordinated with the Information Security team to ensure safe deployment without compromising user
productivity.
Developed customized Windows images using SCCM, integrating necessary applications, configurations, and
settings to streamline and standardize deployment across the organization.
Designed and implemented task sequences for Windows servicing in SCCM, including seamless upgrade
paths from Windows 10 to Windows 1 1, ensuring compatibility and a smooth transition.
Created and deployed update packages for software patches and security updates to maintain system
integrity, security, and compliance with organizational standards.
Managed devices for Directors and VPs, ensuring that high-level executives had the necessary tools and
support for optimal productivity.
Conducted asset updates and performed annual inventory audits to ensure accurate tracking of all
hardware and software assets.
Configured MirrorOp devices in meeting rooms according to SIDFs specifications, ensuring compatibility
with existing infrastructure and adherence to network security protocols.
Managed user and license assignments through the Microsoft 365 Admin Center, ensuring proper access
and compliance.
Implemented and managed security features, including Multi-Factor Authentication (MFA), Conditional
Access, and data loss prevention policies to protect organizational data and maintain secure access.
Configured and optimized Exchange Online, OneDrive, and Teams to enhance communication and
collaboration across the organization.
Developed and maintained detailed documentation for Intune MDM configuration, policies, and
troubleshooting procedures.
Troubleshot and resolved technical issues related to Intune MDM deployment, including device enrollment,
synchronization, and policy enforcement.

• Handle all the Tickets for Desktops, Tablets, Laptops and Printers, Scanners, Barcodes Printers. Support end-
users with application, computer, desk phone, printer and basic network related issues following established
policies, processes and procedures
• Install workstations, laptops, printers and other desktop related equipment as directed by service request
tickets, including asset tracking and systems monitoring
• Escalate unresolved request/incidents to infrastructure support team and back-end team.
• Monitoring Devices in the SIDF via monitoring tool (Nexthink Finder)
• Oversee the management of Active Directory for the Organization
• Testing security tool like Carbon Black, Cortex, Trend Micro and Forcepoint reporting to Information Security
team for approval to create package and push it to all workstation to make sure thats it will not affect users
productivity
• Develop customized Windows images tailored to SIDFs specific requirements and standards, integrate
necessary applications, configurations and settings into the image to streamline deployment processes
through SCCM
• Design and implement task sequences for Windows servicing in SCCM, including upgrades from Windows 10
to 11. Create and deploy upgrade packages ensuring compatibility and seamless transition for SIDFs systems
• Create update packages for software patches and security updates to maintain system integrity and security
• Prepared and managed Director and VP devices
• Update users assets and carry out annual inventory
• Configuring MirrorOp devices in meeting rooms according to SIDFs specifications and network
requirements, ensuring compatibility with existing infrastructure and security standards.
• User and license management via Microsoft 365 Admin Center
• Implementing and managing security measures such as Multi-Factor Authentication (MFA), Conditional
Access, and data loss prevention policies.
• Configuring Exchange Online, OneDrive and Teams to enhance organizational collaboration.

Handle all the Tickets for Desktops, Tablets, Laptops and Printers, Scanners, Barcodes Printers.
Support end-users with application, computer, desk phone, printer and basic network related
issues following established policies, processes and procedures
Install workstations, laptops, printers and other desktop related equipment as directed by service
request tickets, including asset tracking and systems monitoring
Escalate unresolved request/incidents to infrastructure support team and back-end team.
Create package for upgrading Windows to latest Version via Windows Servicing (SCCM).
Monitoring Devices in the SIDF via monitoring tool (Nexthink Finder).
Troubleshoot package installation, Update and OS deployment issues by analyzing SCCM logs.
Prepare and maintain reports and relevant records of computer, hardware and software
inventory by site and system, user lists, user accounts and security.
Solving and fixing issues on devices & configure new user account as SIDF process
Update users assets and carry out annual inventory
Manage & resetting password for the user in the AD.
Installing Windows in the devices via Network (PXE Boot) or USB.
Create package for upgrading Windows to latest Version via Windows Servicing (SCCM).
Perform installation, configuration, upgrading and maintenance of desktop PC/Laptop, software
and related peripherals through SCCM.
Prepared and managed Director and VP devices.
Software Distribution by created Collections/Packages/Applications/Deployment in SCCM
Generating a report through SCCM to make sure that updated patches are installed successfully
Testing security tool like Carbon Black, Cortex, Trend Micro and Forcepoint reporting to
Information Security team for approval to create package and push it to all workstation to make
sure thats it will not affect users productivity
Captured image, Configured Boot images, Manage Drivers and create Task Sequence for OSD.
Prepare and maintain reports and relevant records of computer, hardware and software inventory
by site and system, user lists, user accounts and security.

Monitor and respond quickly to incoming requests relate to IT issues.
Group policy implementation and troubleshooting
Responsible for server administration task including: user account and file sharing
permission.
Maintain user PCs, including upgrades and configuration as needed.
Office 365 support, maintenance and administration.
Responsible for establishing and maintaining user accounts, profiles, file sharing,
access privileges and overall network and system security
Manage servers, e-mail, print, file, and backup servers and their associated
operating systems and software
Keep inventory of all equipment, software, and user license
Assist with managing switches, routers and other network hardware. Acquire and
apply latest Windows updates to Servers and Workstations via WSUS server