Bilal A. Email and Phone Number

• Setup, Configure, Troubleshoot and Support over 35 x Microsoft Teams Rooms on Windows (MTRoW), and Microsoft Teams Room on Android (MTRoA) at Brooks locations worldwide• Expert in hardware / software troubleshooting for Microsoft Team Rooms devices to include Logitech Rally Bars, Logitech Tap Schedulers / Controllers, Logitech Sight Camera and CISCO Desk Pro. • Ability to oversee AV partners in the scope, install, and support of new/future Microsoft Teams Rooms at an Enterprise level.• Perform Microsoft Teams Call Analytics in Realtime and post meetings to offer support and analyze any issues that are reported.• Provide Level III/IV support at Enterprise level including Executive Support and train local IT support teams worldwide.• Perform M365 / system administration tasks.• Troubleshoot and resolve user desktop issues (hardware / software / access / security / business applications / printers).• Assist in the ordering, receiving, storage, deployment, tracking and retirement of PC assets.• Maintain and update end users training documentation to enable them to work efficiently using modern workspace to their advantage.• Configure and administer digital signage for Brooks locations ensuring effective use of modern communication tools.• Act as a lead AV consultant for AV needs including support / installation during different projects and coordinate AV setup for both executive onsite /off-site meetings, ensuring quality and expectations.

Delivered reliable IT Support to four hundred plus employees by smart management of IT Team/ Resources, following strict compliance with HIPAA regulations and successful implementation of ITILv3 Framework, fostering positive end-user relationships and achieved 83% customer satisfaction score, aimed at continuous improvement of Tier I/II support including corrective actions where required• Maintained updated KB for common IT issues and organized periodic user training for their assimilation to technology changes• Setup / installed 15 x AV / Conference Rooms for Telehealth / Video conferencing setups required for community teams/ groups run by Clinicians and Mental Health Providers in Western New York • Relocated on-premises servers to a server farm located at data center to provide continuity of service aiming at minimal downtime • Proactive system administration skills to complete user onboarding tasks for user accounts / groups / permissions, routine Office 365/ Exchange/ Teams, and Share Point administrations tasks with Level II/III Support in a service desk environment via phone, emails, and site visits with ability to investigate user related issues, utilizing root-cause analysis, aiming at first call resolution.• Procurement and Asset /Life Cycle management of existing IT inventory with constant upgrades of hardware/ software

• As System Admin, create and maintain users’ accounts/ Teams/ Groups/ Sites in Active Directory; Office365/ Azure Active Directory• As Share Point Administrator, create and manage Share Point sites / pages and ensuring required access control • As Service Desk Specialist, provide Level II/III Support in a service desk environment via phone, emails, and site visits; Provide supporting documentation and procedures with ability to investigate user related issues; Utilizing root-cause analysis, aiming at first call resolution using remote trouble shooting tools like RDP / Logmein123 • As A/V Support Specialist successfully setup Telehealth Conference Room setup for 350 plus employees across 19 clinic facilities spared across Western New York • As Desktop Support Specialist, Image/ configure Laptops for Windows 10/11 through Smart Deploy Imaging Software• As IT Asset Manager effectively maintain / track company-wide inventory of hardware in Red Beam and act as first point of contact for support representatives contacted for repairs/replacements of Laptop parts and accessories

• Provide technical customer support via telephone, chat, and email to public and 50 New York State agencies• Provide level 1 triage /resolutions including password resets, account unlocks and troubleshooting network connectivity by Identifying and/or coordinating hardware and software requests and offering solutions for customer issues through remote assistance using Service Now, VMware and SCCM software• Act as a subject matter expert (SME) in Microsoft 365 Products and provide mentoring in the limited subject areas

• Attended a comprehensive curriculum of IT with hands-on activities, focused on building hardware/ software and networks troubleshooting skills through a series of Lectures, Labs/ Simulations for real-world scenarios, which helped attaining Google IT Support and CompTIA A+ certifications

• Negotiated and oversaw contracts for procurement of military stores, vehicles, and equipment for Pakistan Army Procurement Agencies• Successful Arbitration and Conflict Resolution during post contract management operations through effective communication and contract management skills• As member of advisory board for technical procurement, negotiated and oversaw technical procurement contarcats of Communications and IT branch of Pakistan Army

• Commanded 2 x Artillery Regiments of Pakistan Army • Trained and managed 600 x all ranks for their operational readiness, administration and training through skillful management, quick thinking, strong inter-personal skills, empathy, and professionalism

• Managed provision of rations and supplies to troops for the Pakistan Army contingent locations in a 280 Square KMs area by Road and Air Transportation means • Prepared and disbursed pay and allowances for the Pakistan Army contingent through coordination with local and international banks

As an Assistant Manager of Human Resource and Logistics (Second-in-Command), managed a regiment size force (500 x all ranks) for their Operations, Logistics and Administration requirements though skill application of Leadership and Interpersonal skills

As a Technical Instructor School of Artillery Nowshera, trained all ranks of Pakistan Artillery ranging from Soldiers to Subalterns about the Technical Communications, Survey / Metrological Equipment and Radars on Computer Based Training Simulators. Groomed young officers with basic military etiquettes and leadership traits required to discharge their duties aptly.

As an Assistant Manager of Human Resource, Logistics and Supply Chain (Second-in-Command), managed a Regiment size force (500 x all ranks) for their Operations Logistics and Administration requirements though skill application of Leadership and Interpersonal skills