Zafir Ikram Email & Phone Number

Colombo, Western Province, Sri Lanka

•Attend and respond to assigned IT Helpdesk Tickets (Sysaid) on time, and complete resolve and complete them within IT SLA following ITIL Standard. •Provide first line investigation, identify IT issues, troubleshoot and resolve issues with strong user focus and problem solving attitude. •Providing guidance and explain policies and procedures to end users that is being followed by the organization. •Investigation of cloud app security alerts and all other types of security alerts. •Escation of tickets to NOC, SOC and Systems team for second level troubleshooting and findings. •Updating and Patching Servers in order to ensure that the servers are all upto date and compliant. •Checking Internet Security Application status and IP/URL blocks by using systems such as Fortigate Firewall and Zscaler Internet Access. •Installing software on new or existing devices, in accordance with standard procedures. •Executing Server Shutdown and Server Startup Procedures for Maintenance utilizing the Integrated Lights Out (ILO) System in strict adherence to established protocols. •Administration, maintaining and Troubleshooting Enterprise Active Directory, Office O365, Azure and Intune Services. •Ensuring End User devices are compliant as per NAC (Network Access Control) Policies. •Providing Users permissions to access shared folders on servers as per procedure and support users in mapping of drives to end user devices. •Ensuring the functionality of services running in servers and promptly addressing any issues by troubleshooting to identify and solve issues. •Support users with whitelisting of USB access to devices and Applications as per user’s business requirements while adhering to standard procedures. •Managing User access with Active Directory by adding or remove users while ensuring strict adherence to security protocols and access policies. •Making use of SIPMON in order monitor network devices and outages•Providing Remote User Support

Bsc (Hons), Cyber Security Management, Second Class (First Division)

Btec Hnd In Network Engineering, Computer Systems Networking And Telecommunications, Distinction

Diploma In Information Technology, Information Technology, Distinction

Diploma In English, English, Distinction

O/L