راج محمد

• Delivered L1/L2 IT support and help desk support to 150+ users, resolving hardware, software, and peripheral issues via on-site and
remote support tools (AnyDesk, TeamViewer), with basic troubleshooting of network connectivity (TCP/IP, DNS, DHCP).
• Configured Active Directory (GPOs, user/group objects), Microsoft 365, Google Workspace Admin Console, and Microsoft Intune device
enrollment across Windows and Google Workspace environments, achieving 100% security and policy compliance.
• Supported and optimized Odoo ERP and GoTrackr platforms, resolving access and sync issues that improved application reliability by
20%.
• Automated onboarding and offboarding and workstation provisioning workflows, cuting setup time by 40% and improving IT asset
management accuracy.
• Implemented backup and disaster recovery procedures, sustaining 99.9% system uptime and safeguarding critical business data.

• Owned the incident lifecycle in Jira, managing an average of 25-30 tickets per week and applying ITIL-based triage and audit practices to
resolve 95%+ of system-level issues within SLA targets.
• Partnered with engineering on Windows Server and Active Directory infrastructure supporting 100+ production endpoints, contributing
to zero-defect deployments across quarterly release cycles.
• Led root-cause analysis (RCA) for application-layer issues and hotfixes, embedding problem-management practices that cut deployment
incidents by 25%.
• Provided technical support for a bus e-ticketing platform deployed in Senegal serving 10, 000+ daily riders, troubleshooting system issues
and coordinating with the engineering team to maintain 99%+ service reliability.