IT Support Professional

MUHAMMAD ZAIN LAKHANI

+1-647-***-**** ************@*****.***

SUMMARY

Dedicated IT Support professional with hands-on experience in troubleshooting, system administration, and customer service. Skilled in Active Directory, SCCM, and Azure, with a proactive approach to resolving technical challenges. Passionate about staying ahead of evolving technologies and collaborating with cross-functional teams to deliver exceptional support. Committed to leveraging technical expertise to drive operational success and meet organizational needs.

CERTIFICATIONS AND TRAININGS

Microsoft Certified Azure Administrator Associate (AZ-104)

Configuring and Operating Microsoft Azure Virtual Desktop (AZ-140)

Microsoft Certified Azure Database Administrator Associate (DP-300)

System Center Configuration Manager (SCCM) (Training)

Microsoft Intune Administration (Training)

Microsoft 365 Fundamentals (Training)

ITIL 4 Foundation (Training)

TECHNICAL SKILLS

Client Operating Systems: Windows Operating System 7, 8, 8.1, 10, 10s,11, macOS

Server Operating Systems: Windows Server 2012, 2012R2, 2016, 2019, 2022

Networking: TCP/IP, LAN/WAN, DNS, DHCP, VPN

Endpoint Management: SCCM, SCOM

Ticketing Software: ServiceNow

Cloud Technologies: Microsoft Azure

Hardware: Desktop, Laptop, Server, Printers, Mobile Devices

Windows Tools: Microsoft Active Directory, Office 365 Suite, Microsoft Teams, SharePoint, OneDrive, Adobe Acrobat

PROFESSIONAL SKILLS

Effective collaboration with cross-functional teams to enhance IT operations.

Sharp analytical thinking for troubleshooting and optimizing system performance.

Commitment to delivering high-quality customer service and user satisfaction.

Keen attention to detail to ensure accuracy in configurations and troubleshooting.

Strong time management skills to prioritize tasks and meet deadlines effectively.

Critical thinking to assess challenges and implement proactive solutions.

WORK EXPERIENCE

IT Help Desk Support

Expeditors Inc., ON

Sep 2022 - Present

Act as the first point of contact for IT support, ensuring a seamless user experience.

Diagnose and resolve software, hardware, and network issues efficiently.

Triage and escalate tickets to appropriate teams when necessary.

Maintain detailed documentation of incidents, solutions, and system updates.

Manage user accounts, license assignments, and access controls.

Assist with password resets, Multi-Factor Authentication (MFA), and security policies.

Deploy, configure, and troubleshooting applications via Microsoft Intune.

Monitor and enforce device compliance policies within Intune.

Support mobile device management (MDM), including remote wipes and resets.

Perform system patching and updates to maintain security and compliance.

Configured and deployed laptops and desktops with corporate images.

Facilitate user onboarding and offboarding through Microsoft Admin Center.

Create and manage shared mailboxes and distribution groups as needed.

Collaborate with senior technicians to resolve complex technical challenges.

Contribute to knowledge base articles and IT documentation to improve efficiency.

Follow up tickets to ensure timely resolution and user satisfaction.

Deliver exceptional customer service with a proactive and professional approach.

Identify opportunities to enhance IT processes and optimize workflows.

Technical Support Intern

Air Canada, ON

May 2022 – Aug 2022

Managed and tracked support tickets in ServiceNow for efficient issue resolution.

Diagnosed and resolved software and hardware issues to minimize downtime.

Provided remote troubleshooting, resolving issues promptly to minimize downtime.

Escalated complex technical problems to senior technicians for advanced resolution.

Assisted with routine tasks, including password resets and device updates.

Documented tickets accurately, ensuring timely follow-up and full resolution.

Provided exceptional customer support, ensuring professionalism and positive user interactions.

EDUCATION

Infrastructure Analyst, Diploma

Netsoft College of Technology

Master of Business Administration

Istanbul Aydin University

Bachelor of Media Sciences

Iqra University

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