Muhammad Aaqib Email & Phone Number

Lahore, Punjab, Pakistan

• Coordinate closely with helpdesk team to ensure the compliance of GCS SLA• Load Balancing of tickets among team• Escalate the tickets to IT Lead, if required• Manage, develop and train help desk team and evaluate performance• Contribute to improving customer support by actively responding to queries and handling complaints• Establish best practices through the entire technical support process• Follow up with customers to identify areas of improvement and log in standard GCS list• Maintain a list of lesson learned and share it with teams on monthly basis• Develop management reports / dashboards on help desk team’s productivity• Discuss clients’ feedback with internal teams and identify the areas of improvement• Ensuring the compliance of helpdesk support policies and procedures• Optimize the utilization of resources and balance capacity vs utilization ratio• Proactively assist helpdesk team wherever required• Help team to improve their responses and communication with customers• Improve and optimise operational efficiencies by adapting new technological ways of handling tickets• Planning and Designing IT Infrastructure and make changes/upgrade and maintenance as per requirements

Lahore, Punjab, Pakistan

• Provide fast support to US Clients remotely following the SLAs• Responsible for Office 365 services• Manage users’ licenses as per requirements0• Manage SharePoint/One drive and its permissions • Manage MS Teams/MFA, Conditional Access, Anti-Spam policies, manage Quarantined emails• Managing Exchange related queries • Perform email traces to find out reasons of undeliverable• Manage Intune to ensure all devices are AD-Azure joined• Responsible for managing sync between AD and Entra ID• Responsible for Entra ID health• Responsible for Server related queries• Responsible for managing Active Directory including users and groups• Responsible for managing and deploying GPOs• Worked in Virtualized environments like Hyper-V, VMWare• Responsible for managing File Server including NTFS Permissions• Responsible for VOIP support• Fast remote support to clients on VOIP Platforms included Star-to-Star, Panterra, Avaya, MS-Teams• Manage weekly/monthly call routing schedules• Manage Call Queues, Time Conditions, Inbound/Outbound call routes• Manage call forwarding to office/cell phone, extensions and their voicemails• Manage IVRs for clients• Manage onboarding/offboarding users from VOIP systems • Tools: Connectwise Manage/Access, Duo Security, IT Glue

Lahore, Punjab, Pakistan

• Managing Windows Server 2016• Managing more than 100 domain users• Managing public/private share drives and their quotas• Daily backups on external drives• Responsible to create new users in AD• Creating shared drives (Public and Private) for new employees• Applying GPOs on the users to restrict and monitor their activities• Manage FTP Server and create FTP accounts for new users• Resolve any issues reported by domain users related to servers• Managing Postfix Mail Server• Security/Encryption of Incoming/Outgoing Mails• Emails Backup on Remote Locations for Disaster Recovery• Configurations of Mails on Outlook for new users• Configurations of IP Phones for new users• Quick response to the tickets of the users and resolve the issues• IT Support Tasks including all sort of problems of the users