ajmal's CV
ajmal husain
IT Support Specialist | Technical Support Engineer | End-User Computing (EUC)
Profile summary
Reliable IT Support Specialist with 3 years of experience across 3 organizations. Competent in L1 and L2 technical support, Microsoft 365 administration, and endpoint management. Delivered support within ITIL-aligned environments while reducing endpoint incidents by 25% and cutting average resolution time by 20%. Committed to maintaining secure connectivity and resolving technical issues efficiently.
Career highlights
Microsoft 365 Administration: Administered Microsoft 365 and Entra ID for 300+ users, managing user accounts, access, authentication, MFA, and end-to-end onboarding and offboarding activities.
Endpoint Management: Cuts endpoint incidents by 25% by enrolling devices in Microsoft Intune, re-imaging systems, and enforcing compliance policies.
Technical Troubleshooting: Builds a troubleshooting guide for recurring application issues, reducing average resolution time by 20% and enabling junior technicians to handle complex cases independently.
Global Support Operations: Resolved 40+ daily tickets across VPN, Citrix, Genesys, Okta, Cisco AnyConnect, SCCM, Webex, Slack, and Outlook while remediating 10+ additional issues daily using Nexthink backend tools.
Professional experience
Manages ITIL-aligned L1 and L2 technical support, overseeing system availability and service delivery for end users. Administers Microsoft 365, Entra ID, and endpoint environments while coordinating vendor relationships across hardware, ISP, and audiovisual services. Collaborates with internal infrastructure and development teams to maintain secure connectivity and resolve technical issues.
- Administers Microsoft 365 and Entra ID for 300+ users, managing user accounts, access, authentication, MFA, and end-to-end onboarding and offboarding activities.
- Cuts endpoint incidents by 25% by enrolling devices in Microsoft Intune, re-imaging systems, and enforcing compliance policies.
- Builds a troubleshooting guide for recurring application issues, reducing average resolution time by 20% and enabling junior technicians to handle complex cases independently.
- Mentors 3 junior IT engineers across India offices, authoring SOPs and running knowledge-transfer sessions that standardize IT operations.
Directed technical support operations for 45,000 users across India, the US, Australia, and Europe, managing service delivery through voice, chat, and remote assistance channels while maintaining SLA compliance.
- Resolved 40 daily tickets across VPN, Citrix, Genesys, Okta, Cisco AnyConnect, SCCM, Webex, Slack, and Outlook while remediating 10 additional issues daily using Nexthink backend tools.
- Escalated 20 critical P1 and P2 incidents monthly to infrastructure and application teams to accelerate root cause identification.
- Reduced average user downtime by 30% by designing a structured and repeatable troubleshooting workflow.
Executed IT asset deployments, endpoint configurations, and system maintenance across organizational environments. Managed incident response resolution workflows and hardware support requests to maintain business continuity, while administering Active Directory domain joining, security updates, and peripheral device maintenance.
- Completed monthly IT asset deployments, replacements, and workstation setups to minimize end-user downtime.
- Provisioned user accounts while performing Active Directory domain joining, application installation, and security patching.
- Maintained business continuity by supporting SAP users, printers, CCTV systems, and workstation hardware.
Education
Network Administration
Key skills
Languages
English · Professional
Hindi · Professional