Noor Mohamed Asan Mohideen

• Led end-to-end IT support operations via ManageEngine ServiceDesk Plus, overseeing ticket lifecycle, SLAs, escalations, and reporting. • Administered ManageEngine Endpoint Central for patching, software deployment, and compliance across Windows, macOS, and Linux. • Managed Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) and Azure AD, including user provisioning, licensing, MFA, and security policies. • Configured and maintained Microsoft Intune for device enrollment, compliance, configuration, and endpoint security across Windows, Android, and iOS. • Supported and maintained Active Directory (users, groups, OUs, GPOs, permissions, authentication). • Administered Veeam Backup & Replication, handling daily backups, restores, replication, and business continuity. • Managed 3CX VoIP systems (extensions, SIP trunks, IVR, call routing, device provisioning, softphones). • Performed ERP administration covering user roles, workflows, policy enforcement, and segregation-of-duties compliance. • Delivered comprehensive end-user support, including hardware/software issues, networking, and onboarding/offboarding. • Configured and maintained Unify switches, VLANs, PoE devices, and monitored network performance and security. • Created and maintained IT documentation, SOPs, and knowledge base articles aligned with ITIL best practices. • Planned and led PMP meetings, gathered requirements, clarified deliverables, and documented outcomes. • Assisted with PAM solution implementation and coordinated user onboarding and access provisioning per PAM policies. • Deployed and managed Cylance endpoint protection across organizational devices. • Maintained asset inventory, tracking allocation, movement, repairs, and disposal. • Collaborated with cross-functional teams and vendors on escalations, upgrades, patching, and infrastructure improvements. Key Tools: ManageEngine SDP & Endpoint Central, Microsoft 365, Azure AD, Intune, Active Directory, Veeam, 3CX, ERP Systems, Unify Switches, ITIL.

Higher College of Technology
IT Support Engineer

Role:

• Deployed Windows Server 2019 and designed Active Directory structures; managed users, password policies, access controls, and GPOs. • Provided onsite and VPN-based desktop/laptop support, including Office 365/Outlook configuration on desktops and mobile devices. • Supported internet connectivity, browsers, applications, and handled IT requests via helpdesk with timely resolution. • Led software installations, OS upgrades, and technology refreshes with minimal disruption. • Collaborated with Central Services to resolve complex network and system issues, reducing downtime. • Supported data center, network, voice, and telephony infrastructure, including monitoring network devices and basic Cisco IP phone troubleshooting. • Engaged users to identify network enhancement needs and supported students/BYOD environments. • Managed end-user technology assets across their lifecycle to optimize usage and cost. • Delivered first-line support for interactive whiteboards, projectors, and audio systems. • Provided technical readiness and real-time support for online examinations. Achievements: Improved IT request resolution efficiency by 30% and reduced system downtime by 98% through proactive monitoring and maintenance.

Ministry Of Education

IT Support Field Engineer

Role:

Managed IT infrastructure and end-user support across six Ministry of Education schools. • Installed, configured, and supported laptops, printers, projectors, biometric systems, IP phones, and education technologies. • Provided on-site and remote troubleshooting for hardware, software, networking, mobile email, VPNs, and education portals. • Resolved and documented user tickets via Ivanti, escalating issues and recommending improvements. • Supported Cisco and HP switches and access points. • Installed and monitored exam servers, deployed Windows images, and supported education applications. • Maintained IT asset records, coordinated replacements, and performed annual laptop refurbishment.

Tona IT Service - India
Desktop Support Engineer

Role:
• Assembled and maintained computers, ensuring optimal performance and functionality.
• Installed, upgraded, and supported Windows, Microsoft Office, and authorized desktop applications.
• Provided comprehensive support for printers, computer hardware, and peripherals.
• Conducted preventative maintenance and remedial repairs on computers and peripherals.
• Customized desktop hardware to user specifications and site standards.
• Managed warranty requirements and documented customer repairs.
• Monitored and managed client PCs and notebooks on the network.

• Diagnosed and resolved desktop, application, and networking issues promptly and effectively.
• Provided comprehensive end-user support for hardware, software, and peripherals.
• Conducted on-site analysis and effectively resolved complex desktop problems to minimize disruptions.
• Installed new computer systems and seamlessly connected them to the LAN for immediate integration.
• Troubleshot PCs and laptops to ensure optimal performance and user satisfaction.
• Advised on and implemented upgrades to prevent malfunctions and enhance system efficiency.
• Installed printers and scanners, ensuring seamless integration with existing systems.
• Supported customers both remotely and on-site, delivering prompt and efficient technical assistance