Subzar Ahmad

• Developing scripts to automate time consuming daily service desk tasks

• Act as a single point of contact between all users, clients and next level support teams.
• Logging and taking ownership of tickets reported by users via phone, email, walk-in and web portal and provide first level resolution via remote session, phone, and email and in person.
• Coordinating between users and involved support teams and recording all updates on ticket until resolution.
• Keeping track of all clients and services associated with each client for better and effective ticket handling.
• Providing first level support regarding AD, Exchange, SharePoint, Lync, Office365, Network, Printers/Scanners, Telephony, Windows OS, MS Office Suite, Hardware, client specific applications.
• Preparing Incident Reports, technical documentation and end user manuals.

• Managing and creating O365 accounts and license assignments.
• Managing and configuring security policies for email and content sharing.
• Managing and configuring email transport rules and security policies.
• Managing and configuring mailbox access rules and policies.
• Managing and configuring MDM, MAM security and access policies.
• Providing training documents and manuals for end users and technical teams.

Windows Server (Active Directory and Exchange Management 2007/2010):
• Creating and managing Organizational Units.
• Creation/Deletion of user/computer accounts and Groups.
• Settings permissions as per account type, configuring group policies and account management.
• Creation/Deletion of mailboxes (shared/user) and public folders.
• Setting permissions for folders, managing mailbox delegation. Monitoring exchange queue status.
Windows Server (File Server, Domain Controller, Print Server):
• Knowledge of creating and installing new virtual machine.
• Creating and managing shares on file servers.
• Auditing folders and managing user access to folders.
• Releasing and assigning IP’s from DHCP.
• Clearing un-active clients in case of high DHCP usage.
• Installing printers on print server and making it available for all users.
• Setting up scan to folder, scan to email and restricting access.
Office 365 and Lync server:
• Managing email accounts on office 365.
• Assigning license managing the mail flow.
• Creating and deleting Lync accounts.
• Assigning extensions and managing access to response groups.
Monitoring Alerts (Network, SCOM, IP):
• Alerts generated by firewalls, switches, Access points and other network equipments.
• Alerts generated from servers for issues like DNS, DHCP, Health performance, Group policy, Disk space etc.
• Taking ownership of alerts and resolving these alerts and basic outages.
• Escalating outages to next level and following up with them.
Workstation (end user):
• Installing OS through WDS, resolving WDS errors regarding missing packages.
• Resolving issue related to office suite 2010/2016 and outlook client.
• Resolving issues related to network access (Wifi/Ethernet), Printer and scanner.
• Resolving login issues and issues related to group policy.
• Resolving application and system related issues.
• .Programming Language: C, C++, Java, PHP, HTML
• Operating Systems: Windows xp/vista/7/10., OS X.