shadab Kazmi

Implemented Conditional Access Policies alongside
Azure AD to enhance security.
Configured and managed device compliance
policies, profiles, and platform enrollment methods.
Enforced encryption and password policies with
remote wipe capabilities for data protection.
Monitored device compliance and proactively
remediated identified issues.
Integrated Intune with Azure AD, Microsoft
Defender for Endpoint, Autopilot, and Endpoint
Analytics for streamlined operations.
Managed Windows Autopilot settings for efficient
automated device provisioning.

• Developed and implemented Standard Operating
Procedures (SOP) for remotely issuing and receiving
hardware.
• Generated and managed reports for Jump Cloud
activities such as account lockout, expiration, and
deletion.
• Oversaw meeting room management, including
health checks and release room policies.
• Provided end-user education on application usage,
ensuring smooth operations.
• Maintained up-to-date documentation on IT
services and operations for reference.
• Managed inventory of IT equipment, including
laptops and desktops, ensuring availability for
organisational needs.
• Coordinated with vendors to install new hardware
or software solutions, ensuring seamless integration.
• Ensured compliance with information security
standards mandated by laws and regulations.
• Supported new infrastructure planning and
deployment to align with organisational objectives,
contributing to improved operational efficiency.
• Assisted customers in resolving various technical
issues through email, live chat, and telephone,
ensuring high satisfaction levels.
• Conducted troubleshooting and problem resolution
to support end-user technical issues, ensuring
minimal downtime.
• Monitored IT use to maintain compliance with
established processes, policies, and guidelines,
ensuring a secure and efficient IT environment.
• Reviewed service requests to resolve IT difficulties,
efficiently documenting and fielding tickets to
enhance problem resolution.
• Achieved an 85% increase in ticket resolution
compared to the average tech professional,
demonstrating exceptional problem-solving skills.
• Managed India locations in Noida and Bangalore,
handling both on-site and remote technical support,
ensuring seamless IT operations.
• Created and managed Meraki reporting for the
Noida office, monitoring bandwidth consumption,
issues, threat attacks, and activity logs.
• Facilitated Single Sign-On (SSO) integration in
Google Workspace and managed Mobile Device
Management (MDM) through Jump Cloud.
•

Ensure timely follow-up with customers through
email or phone communication.
Troubleshoot components of the Contact Centre
and adhere to ITIL practices for event and incident
management.
Manage hardware and software assets while
ensuring compliance with vendor contracts.
Guide Incident Process Coordinators and establish
continuous improvement cycles for processes.
Maintain documentation for asset and
configuration management. Additionally, handle IT
clearance, offboarding, device setup guides, the
creation of standard operating procedures (SOPS),
and the development of user guides.

Creating a New Admin User Account & New
Distribution Group. - Providing and removing
Distribution Group Access, as well as Shared
Mailbox Access. -
Troubleshooting client issues, escalating tickets if
needed, and placing service calls for hardware
concerns.
Following up with clients to ensure satisfaction
with the action taken. - Managing documented
work logs, averaging 35-40 a day, and following
up for resolution of solutions offered at the point of
incoming call.
Escalating calls to the Technology team if 1st first
level solution does not resolve the issue.
Performing remote installations, upgrades, and
repairs using phone, online chat, and remote
desktop software.
Performing network setup and troubleshooting. -
Logging all client connects in Breeze, an internal
client management system. - Providing Citrix
Remote Access & VPN Access, as well as Guest
Wireless Access. - Providing Shared Folder Access
& NOC ShareFile Access.
Handling the Incident management system and
change management. - On-boarding: Creating a
User Mailbox Account, User Skype Business
Account, User Public Folder, adding Security
Groups, and resetting passwords.
Off-boarding: Disabling User Account, removing
Security Group memberships, disabling User
Mailbox Account, removing User Skype Business
Account, archiving User Personal & Public Folders,
and requesting removal of access (Network &
Applications).
Creating a New Admin User Account, User Admin
Accounts (AD-Admin), and a new Service Account
using Active Directory Users and Computers. -
Providing NOC ShareFile Access, providing Access
to Security Group ShareFile-Users, and SG AD
Admin.
Providing Shared Folder Access: Handling Folder
Access requests, adding User departments, and
obtaining folder owner approval for Read Access &
Read Write permissions.
Creating New Shared Mailbox Group -Office 365
Admin and Providing/Removing Shared Mailbox
Access using Office 365 Admin.

Installed, configured and maintained data
migration of workstations and software. Assisted
the client in solving computer-related issues and
the orientation of new equipment as deployed.
Support a large enterprise desktop deployment
with the older computers while imaging
approximately. 100 workstations from Windows
Vista to Windows 10. Imaged and configured PCs
on new installs and peripherals, ensuring positive
customer feedback.
Maintain inventory, taking inventory of the
computers in all facets of the deployment life cycle
to include receiving, imaging, deployment, and
disposal. Performed break-fix tasks for both
hardware and software issues. Set up and restored
the new machine, configured Outlook and Printer
Configuration. Performed training of over 1000
remote support employees and 3rd party
contractors.
Utilised a CRM daily to track and work desktop
support tickets such as hardware repairs, installing
software, maintaining user permissions, and
answering users questions.

Switching with inter-VLAN routing, End User
Support/Co-Desk Operations.
Monitoring and Management of Railtel and
Reliance MPLS and ILL Lines at DFCCIL Delhi and
DFCCILs offices across India.
Work on the Checkpoint firewall to manage the DC
and DR traffic. Configuration & troubleshooting of
Cisco routers, L2 and L3 switches.
Implementing and managing the security policies
as per the clients requirements. Implementation of
VTP, VLAN, VRRP, STP and Port Security.
Provided support for network-related issues.
Configure the Password on Cisco routers and
switches. Work with the team and team leaders to
prepare weekly and monthly reports. Prepare a
Backup sheet for the Router and switches

Risk analysis and mitigation (for configuring new
networks) Troubleshooting and analysis of servers,
workstations, and other communication systems
Managing user accounts, permissions, access,
email, and security planning like anti-virus, and
anti-spam.
Apply operating system updates, and patches and
make configuration changes to tighten security.
Diagnosed operating system problems, repaired all
issues, and removed malware are defined by
scopes of work.
Performs general preventative maintenance tasks
on computers, laptops, printers, and any other
authorized peripheral equipment.
Customize desktop hardware to meet user
specifications and site standards.
Troubleshooting on Outlook-related issues- mail
delivery issues to external clients.
Install, upgrade, support, and troubleshoot for
printers, computer hardware, and any other
authorized peripheral equipment.
Installing and configuring computer hardware,
software, systems, networks, printers, scanners.

Familarity with ticketing tools such as service
manager and service-now. Understanding of IT
related services Perform consistent follow-up with
user to ensure complete resolution and user
satisfaction.
Be the primary contact for IT related problems and
issues for OLX employees. Take ownership from
start to finish, investigate, troubleshoot and resolve
hardware and software problems on computer
systems and other supported hardware (mobile
devices, phones, voicemail, projectors, etc.)
Support Audio-Visual equipment (Projectors,
Videoconference Units) Build and deploy standard
notebook and desktop computers Develop best
practices in the IT environment through experience
sharing Grows general knowledge of current
corporate, division, increasing ability to resolve
requests on first contact. Provides after hours
support as needed.
Provide off-hours, weekend and holiday pager
coverage as needed. Try to maintain and protects
confidentiality with regard to aspects of employee
information. Maintain accurate inventory database.
Strong verbal and written communication skills.