Experienced Systems Engineer with a demonstrated history of working in the information technology and services industry. Skilled in Windows System Administration. Strong information technology professional with a Bachelor's degree focused in Computer Science and Information Technology from Shadan College of Engineering and Technology. Roles and Responsibilities:• Monitoring, responding and resolving IT service requests and incident tickets within defined Service Level Agreements (SLAs) utilizing ticketing tools such as ServiceNow.• Delivered prompt and proficient assistance to end-users, resolving their technical concerns and responding to inquiries.• Guaranteed adherence to Service Level Agreements (SLAs) to uphold the delivery of high-quality services. • Engaged in collaborative efforts with various IT teams to address intricate issues and contribute to the continuous enhancement of IT services.• Deploying, upgrading, and resolving issues with client operating systems such as Windows 10.• Installing, configuring, and updating software applications to ensure users have access to the most recent and secure versions.• Configuring and troubleshooting Microsoft Outlook within the Office 365 environment.• Managing operating system images and application packages for widespread deployment on Macintosh and Windows systems, utilizing Windows Deployment Services (WDS) for Windows platforms.• Diagnosing and resolving issues related to the Windows Update service.• Diagnosing and resolving Blue Screen of Death (BSOD) issues by analysing the associated error code or message.• Diagnosing and resolving display and connectivity issues related to external monitors and docking stations. • Diagnosing and resolving hardware and software-related issues encountered on desktops and laptops. • Deploying various distributions of Linux operating systems, such as CentOS and Ubuntu.• Diagnosing and addressing challenges related to corporate VPNs, such as Global Protect VPN.• Diagnosing and resolving WiFi connectivity issues within the corporate WiFi network.• Diagnosing and resolving issues with Microsoft Teams.• Administration of Level 1 Active Directory tasks.• IT Asset Management: Overseeing and maintaining the asset inventory for items allocated to employees, ensuring accurate and up-to-date records.• Familiarity with ITIL practices, including Incident Management, Problem Management, and Change Management.• Possessing a strong understanding of Microsoft Excel functions, such as VLOOKUP, PIVOT, Conditional Formatting, etc.