Ibad Baig Email and Phone Number

Generated, maintained & resolved numerous concerns using the Service Now ticketing system.Implemented, Managed & Maintained Active Directory & Group Policy.Collaborated with the Project Management Team to enhance the ticketing system features for technical agents as well as informing the team the issues faced by clients due to new updates and network compatibility.Maintained an inventory of installed software, managed software licensing, and created policies and procedures for upgrades.Worked with hardware and software vendors to verify timely product delivery and ensured that new equipment is installed and ready to operate on schedule.Analyzed and made recommendations for hardware and software standardization..Acted as the initial point of contact for all computer and system related concerns from clients or other employees.Assisted management in creating training materials pertaining to computer troubleshooting and usage.Attended in-person meetings with clients to troubleshoot & diagnose hardware problems.Resolved technical issues related to network interruptions.Ensured IT services are delivered in a reputable way that exceeds customer expectations, including the provision of progress and updates on service requests.Supported the development of self service capability tools for the IT function such as help and support guides, FAQ's, Wiki's, etc.Supported IT Remote Site Services environments including devices, networking, troubleshooting and IT project delivery.Demonstrated advanced knowledge of IT troubleshooting techniques, computing technologies and desktop support.

·Offered Remote-Assistance to Client computers for file replications, logon scripts, user folder creation and permissioning.Provided initial troubleshooting for hardware and software issues and also followed up on outstanding requests to ensure timely resolution.Used Active Directory to add, edit, delete user groups & unlocking user accounts.Managed and updated KnowledgeBase Articles to document new and existing technical problems within the organization.Assisted end users with several web browser related issues on platforms such as Oracle ERP, Sharepoint,OBI etc.Monitored and terminated lingering sessions for clients using Citrix Appcenter.Installed and configured computer systems and applications within the company.Remoted into various machines using Teamviewer and Skype to support users.Issued and assigned VPN certificates to end users for remoting in through Cisco Anyconnect & Pulse Secure..

Helped troubleshoot numerous technical issues on various platforms and devices, which included Windows, Apple OS, desktops, printers, laptops, smartphones and tablets.Used Altiris to create, access & resolve trouble tickets as well as to monitor open tickets.Performed Full Endpoint IOC virus scans on infected machines system using Cisco AMPDelivered solutions to clients through various channels including chat & remote desktopCooperated with other departments such as Procurement, Access Management, Citrix Team to guarantee a concrete resolve for various requests.Used Windows Active Directory to manage account changes and data entry, as required.Assisted tier 1 & 2 technical support for hardware/software issues for remote, on-site & internal usersPerformed project work like updating client's RSA token as assigned under the supervision of a lead or manager.Provided advanced support to a variety of software including Bloomberg, OpenText, GOOD Mobile, RSA, Citrix, Symantec and many more.

Provided network security services for private radio networks by installing and testing antivirus updates, OS patching, authentication services, and security scanning.Supported internal and external customers by providing in-depth, technical, system level issue characterization and resolution for Motorola radio system platforms.Leveraged technical writing skills for product install, admin documentation and strong verbal communication for handling multiple projects.Assembled hardware installation of equipment, physical cabling and gained experience working in a team, one-on-one, and independently.Acquired proficiency in maintenance of printers, fax machines and copiers in accordance with company protocol.Assisted in writing automation software and manual scripting.Assisted in a 14.2 million dollar project by configuring the radio networks for Chile's emergency services.

• Use Sales Force to create and access trouble tickets as well as to track resolution duration.• Educate novice and experienced users on how to navigate through web conferencing systems and providing information on various features and functionalities that may enhance conferencing experience.• Collaborated with other departments such as Internal Revenue, Accounts Management Team, and Cisco WebEx technical assistance to ensure a concrete resolution for every issue.• Assist in training new interns by providing individual training sessions and group collaboration sessions.• Collaborate with Project Management Team to enhance the ticketing system features for technical agents as well as informing the team the issues faced by clients due to new updates and network compatibility.• Used Windows Active Directory to manage user’s network configuration in AT&T connect.• Configured and troubleshot VPN software/settings for remote users.• Delivered end user support for Andriod & IPhone including installations, activations, troubleshooting and training for end users.• Installed, diagnosed and upgraded end users Mail clients using Microsoft Outlook• Performed an administrative role in assigning permissions to network printers using Active Directory

• Provided sales and customer support in a fast paced retail environment• Aggressively promoted store plans, handsets and accessories• Managed consumer relationships • Proactively met with customers to identify their needs and goals• Maintained and exceeded store goals throughout the year

 Prioritized excellent customer service and also assisted customer service desk. Maintained exceptional relations with customers for future sales lead.  Organized, managed and calculated all cash register tills. Delivered on floor assistance with customers and employees.

 Monitored and maintained men’s clothing department Assessed general information about clothing and greeted shoppers Executed fast and error free transactions on register