Managing user accounts in Active Directory, Office 365, and other software platforms.Troubleshooting issues with Windows, Office, network connections, and various desktop applications.Implementing and managing identity and access solutions like Azure Active Directory, Conditional Access, and Multi-Factor Authentication (MFA).Overseeing the Help Desk ticketing system and generating reports using ZOHO Desk.Keeping track of hardware and software inventory through effective asset management.Setting up laptops with Windows 11 and Office 365 for end-users.Training staff on how to use applications and tools.Installing software and fixing basic hardware and software issues.Performing minor hardware repairs and setting up peripheral devices.Coordinating with vendors for hardware replacements and assisting with audio-visual setups in conference rooms.Providing remote support to users and creating guides for common questions.Developing documentation for procedures and processes.Ensuring support services meet SLAs and KPIs.Keeping detailed records of completed tasks and entering data as needed.Performing regular system checks daily, weekly, and monthly.Assisting users with resolving VoIP issues.

I provided comprehensive support for hardware and software issues on PCs and laptops, including printer and scanner configurations. I supported banking applications, biometric systems, and mobile devices, and managed email setups, domain issues, and IP phone setups. I handled Windows OS installations, security settings, and vendor management. Additionally, I arranged video conferences and assisted with new branch opening activities.

I provided daily technical support to users over the phone and remotely, resolving issues with LAN, WAN, and Microsoft Office. I managed help desk tickets, set up user accounts on Windows and Lotus Notes servers, and installed/configured desktop hardware, network printers, scanners, Olivetti cash printers, and Al Habib banking applications. I also arranged video conferences using Video Con and assisted with opening new branches in cities, rural areas, and the Northern region.