Active Directory Help Desk

Highly organized, quick learner and proficient in working as a team Work efficiently in a fast paced environment. Ability to multitask and meet deadlines. Personable towards others in the working environment.

United State Citizen with multilingual skills. Demonstrated competencies in troubleshooting and forensic.

analysis balanced with strengths in communication and teamwork.

Language spoken: English, Hindi, Urdu, Pashto, Punjabi.

TECHNICAL SKILLS

Operating Systems:

MS Windows 95/98/2000(Server and Professional), XP, Vista, Windows 7, Windows 8, Windows 10

Database & Tools:

MS Access, SQL Server

Languages:

HTML, Visual Basic

Applications:

MS Office Suite, Adobe Acrobat, MS Visio, Outlook

Network Products:

Routers, Hubs, Switches

Network Technologies:

DNS, DHCP, Active Directory, Group Policy, WINS, TCP/IP

WORK EXPERIENCE

Insight Direct à Contract Dec 2022 – December 2024

IT support Specialist/ Administrator Remote

Performing a range of system administration responsibilities, including building servers and performing ghosting on multiple computer remotely.

Administered Active Directory environment. Assisting help desk staff in streamlining the process on calls

Performed troubleshooting on basic computer/server related issues when connecting to remote computers.

Supervised complaint CRM, ServiceNow, ticketing system and follow timely resolution of all work orders.

Installed, organized, tested, maintained, checked and performed troubleshooting end user workstations and interrelated hardware/software issues via quick assist.

Recommended and applied solutions, including on-site repair for remote users.

Carried out on-site analysis, identification, and resolution of difficult desktop problems for end users.

Monitored and responded phone and e-mail requests for technical support and troubleshooting TCP/IP networking

Working on Microsoft Windows 10, PC/Laptop imaging, deployment and troubleshooting.

Setup VPN connections for remote users. Creating and configure accounts in Active Directory and Azure AD.

Working on Sync issues of AAD Connect of the users, and machines. Creating and configure Distribution Lists and Security Groups in Active Directory.

Creating SSO via Group policy for Azure and other apps. Ensuring that all laptop and tablet hardware issued to personnel is fully encrypted.

Working with vendors for all computer equipment warranty work/claims. Assisting in maintaining the accuracy of users documentation.

Posted solutions to common problems as potential additions to the Help Desk Knowledge. Fixed issues of windows 10, 11 and Creating procedures and steps on how to troubleshoot, and documented all the required information when working as a Tech support.

Providing high level troubleshooting and high technical support to the users of computers.

Diagnoses computer errors and troubleshoot computer software, hardware, and networking issues. Provide technical support to remedy computer problems.

Follows up with users after problems have been resolved. Providing training in computer set-up and new technologies.

Installs and configures software and operating systems and updates these systems when necessary.

Cleans and repairs computer hardware. Handles basic issues and problems, and refers more complex issues to higher-level staff.

Microsoft à Contract Jan 2018 – June 2021

IT support Specialist/ Administrator Redmond, WA

Provide follow-up reports for root cause analysis on incidents, enhancements, and process improvement initiatives.

Creating and troubleshooting Networking for Servers, Hyper-V, VMWare, and infrastructure management.

Developed and implemented security measures to protect the company's systems, data, and networks.

Improvised and documented many business processes for efficiency and ease. Conducted various end-user trainings.

Managed Active Directory Groups thorough GroupID. Managed RSA SecureID, YubiKeys, and other MFA products for entire organization.

Helping engineers with PowerShell scripts related to devices registration. Enterprise applications, client base

Accountable for building, designing, and implementation of automated tools, and scripts, and deployment of information security tools and associated software and hardware. Maintain Access Controls to secure the existing enterprise Active Directory and Azure Active Directory environment.

Installing AD role on servers, promoting the servers do DC. Installing and configuring Group policies.

DNS set, joining the machine to DC in AD, creating user, groups, OU's adding forests in AD giving admin, enterprise admin privileges to the users, trusting between the domain, one-way/ two-way trust.

Active Directory Certificate Services, Active Directory database issues and domain controller boot failures.

Troubleshooting Active Directory Certificate Services, HSMs, Certificate Enrollment Web Services, Certificate Enrollment Policy Web Service, and Internet Information Services (IIS).

Create and maintain system documentation of certificates, installing, configuring, and troubleshooting the errors.

Install Network Policy server role in AD, by installing and setting up security/MFA on the VPNs, remote desktop servers, triggering Multi-Factor Authentication on the user’s logons.

Active Directory Certificate Services, Active Directory database issues and domain controller boot failures, Active Directory domain or forest functional level updates.

Active Directory FSMO Active Directory Lightweight Directory Services (AD LDS) and Active directory Application Mode, Active Directory Migration Tool, Active Directory replication, Active Directory topology (sites, subnets, and connection objects), DC Promo and the installation of domain controllers, Domain controller scalability or performance (including LDAP), Domain join issues, LDAP configuration on-prem interoperability, Schema update - known issues, best practices, workflow review, Schema update failure or conflict.

Installation for on-prem applications hosted on IIS servers, having cloud users authenticating to on-prem applications. Windows, and servers’ setups.

Accountable for building, designing, and implementation of automated tools, and scripts, and deployment of information security tools and associated software and hardware.

Develop, tested, documented, and deployed security controls for the Active Directory environment. Provide hardening templates to facilitate new server and Domain Controller provisioning. Proactively secured and hardened Active Directory (AD) Services to ensure compliance with best practices and CIS security controls, using Group Policies and other tools.

Worked on Network Policy server role in AD, by installing and setting up security/MFA on the VPNs, remote desktop servers, triggering Multi-Factor Authentication on the user’s logons while accessing the remote desktop, Active Directory.

Resolved Syncing issues of Active Directory to Azure Active Directory, Application proxy setup and installation for on-prem applications hosted on IIS servers, having cloud users authenticating to on-prem applications.

Set up lab environments to emulate customer environments and perform testing. Analyze Network traces and application logs for network topology and Authentication. Completed training courses and skill assessments related to the Azure Identity platform, and utilized tools: Fiddler, Logs Miner, Wireshark, to troubleshoot authentication issues.

Configure ADFS (AD FS 2.0, 3.0, 4.0) Servers and the Web application Proxy Servers in their Environment. Troubleshooting ADFS, Web Application Proxy, User Sign-in, Device authentication, account Lockouts.

Web Application proxy setup web Application Proxy Trust, Fixing DNS-related issues related to Hybrid Azure AD joined issues and working with DHCP.

Renew and assigned Token signing certificates, Token Decryption Certificates, SSL (cryptography)

Configure third-party applications for ADFS. Deploying ADFS 2012 R2, 2016 for Office federating users to experience the Single-sign-On for their Applications. Enabling, disabling, & troubleshooting TLS 1.0, 1.1, 1.2, and 2.0 to fix the ADFS errors, and issues.

Microsoft - Contract Remote, MA

Sr. O365/ Windows Administrator June 2022 Nov 2022

Create and help with my Device Configurations for 32-bit and 64-bit deployment, Standard configurations and Modern apps settings.

Work on all O356 products, admin portal with admin access to create sites on SharePoint, migration of SharePoint, sharing and access control policies. Sharing internal team data via SharePoint with the team member that includes files, folders, excel files.

Help in creating and troubleshooting policy manager according to the customer desires and requirements of the organizations. Helped choosing with Security baseline, Accessibility Baseline,

Helped with syncing and storage issues of OneDrive for business., Security updates status, Service health, apps health, creating tenant association keys etc.

Adding Mailboxes and troubleshooting issues with O365 Groups, Distribution list, Dynamic distribution list and mail enabling security.

Remote domains, accepted domains, added Connectors from connection of Office 365, organization emails server or partner organizations.

Helped with the alerts and creating or troubleshooting alerts policies those were not working after creating for mail loop, slow transport rule, new users forwarding, and new domains being forwarded, cert expiry etc.

Setting up outlook and connecting outlook with Office 365, creating new Outlook Web App policies (OWA)

Helped customer with scheduling and troubleshooting all type of Migrations, Remote move migration, Staged, Cutover, Cross Tenant, Google Workspace (Gmail) and IMAP Migrations to exchange online from the exchange servers.

Helped customer with Quarantined mobile devices and adding device access rules.

Helped analyze all kinds of reports of mail flow and migration, adding public folders etc.

SharePoint site setup, permissions, creating active sites, team sites, communication site with suggesting different templates like document center, Enterprise wiki, publish portal, content center etc. And helping recovering deleted sites, or files from their current sites via PowerShell commands.

Concur-SAP (Contract Randstad) Nov 2017 - Dec 2017

Sr. Network/ System Security Engineer

·Manage and support desktop and laptop, hardware, network, operating systems, and end-user software applications. Troubleshoot and fix incidents in the CASD tool. Using the service desk tool, Perform on-site analysis, diagnosis, and resolution of a complex desktop device. Migrate, reimage, and Deploy machines from windows 7/8 to windows 10 using SCCM, changing bios setting when necessary (SAP Operating System Deployment Portal).

·Troubleshooting and configuring windows 10 & Mac installation issues. Configure client base Authentication, Implement, and change requests in the CA SD environment, USING THE CA SD tool to help users with Password management issues. Assist with transferring Files from old to new machines through File Transfer Protocol (FTP). Install and configure Office 365 2016 applications on Windows, Mac, Tablets, iPad, and phones. Troubleshooting and fixing Outlook connectivity issues with O365 post-migration and OWA, One Drive syncing, Skype for Business, and One Not syncing.

·Create high- & low-level system design & architectural documents based on TOGAF principles using MS Word, MS Visio, Argo UML, ERD (data modeling) and Enterprise Architect process.

·Manage day-to-day application support for cloud applications like Office 365, Google Suite applications (Google Workspace), Slack, Dropbox, and Tableau by working with the end users, to resolve their issues.

·Aggressively respond to service requests from business partners facing support teams, Operations, and Risk/control partners, and provide resolution of incidents caused by Changes. Provided support in a 24/7 support environment on different shift requirements.

·Password management issues related to the applications. Configure Seamless Single Sign-On through ADFS for O365. Troubleshoot skype feature and access issues & billing questions. Assist in installing and setting up Office365 on devices such as laptops, desktops, Tablets, and phones & troubleshoot Microsoft Lync enterprise login issues.

·Skype for Business and Microsoft Teams O365 Teams Admin Canter, Teams Messaging Chat, Channels, and setting up Microsoft Calling plans, PSTN, Video Conferencing, MTR devices.

·Strong network and or VoIP experience with underlying technologies such as Routing and Switching Protocols, TCP, DNS, QoS, SIP, VLANs, and WAN protocols.

·Troubleshoot logging and connectivity issues related to Tableau, Lucid Chart, and Office 365. Provided tier 3 level support and escalated and resolved access management issues faced by the customers. Worked with higher-level backend teams to provide solutions.

·Install and configure Visio and Project, Cisco Jabber, WebEx, Tableau, and Box Syncing issues, printers’ drivers on user’s computers, and cisco IP phones, troubleshooting and fixing VPN connections.

·Helped teams to resolve any environment issue during or after release installations. Maintained the environmental integrity, Created, revised, and maintained the documentation for all supported systems, including department SOPs and policies. Also trained new joiners with the help of the created documentation.

·Handle tickets/ incidents in the queue in the Shift & Resolve/Manage Queues according to SLA. Monitoring Alert performance analysis, and troubleshooting. Training new joiners every month, Knowledge transition to other members of the team, & having them understand the ticketing process and tools. Attend Stand-Up and Scrum Meetings

·Work on all O356 products, admin portal with admin access to create sites on SharePoint, migration of SharePoint, sharing and access control policies. Sharing internal team data via SharePoint with the team member that includes files, folders, excel files, windows, and servers’ setups.

Office 365 Support Engineer - Sept 2015 to Nov 2016

Microsoft - Remote

Helped customer to troubleshoot various Office 365 issues.

Mail flow issues utilizing NDR's and message traces engaging. Helped customer to set up outlook and connect outlook with Office 365.

Help customers with SharePoint site setup, permissions and general administration.

Helped customers to add and verify domain in O365 and add the DNS records in Go daddy and network solutions.

Customizing email features such as Distribution lists.

Helped customers with One Drive syncing issues.

Helped customer to set up, configure and connect outlook with Office 365.

Assisted customer with directory synchronization issue.

Troubleshooting resource access issues. Customizing sites such as adding or removing features.

Also helped customer to troubleshoot skype for Business all feature and access issues.

Also Helped customers to schedule skype meetings in outlook.

Helped customers to install and setup Office365 on their Devices such as windows laptops, desktops, windows phones and also Mac, IPad, IPhone Android phones and tablets.

Helped customers with Microsoft Lync enterprise.

Assisted customer with Office 365 billing issues, Speak with customers to explain billing policies and procedures, Assist customers in setting up auto-pay as well as paperless billing and statements, wave late fees on unpaid accounts, Sent or emailed statements and invoices of payments, Answered customer inquiries regarding billing, Encouraged all customers to go paperless to save time and resources.

Signing up for a trial or purchasing a subscription, Converting from a trial subscription to a paid subscription, Understanding the bill, Renewing a subscription, Adding or removing licenses, Canceling a paid subscription.

Mobility Network Support Engineer - Aug 2013 to March 2015

AT&T (Contract) Wipro- IDC - Redmond

Adding users into a local active directory.

Create and maintained UNIX accounts.

Documented all the required information regarding technical issues.

Troubleshoot technical issues in user laptop and desktops.

Create and troubleshoot Quality Center accounts, add users into Quality Center projects.

Helping all the users in AT&T, Contractors and vendors having login issues, account issues.

Resolve and troubleshoot tickets in Access-Windows and Access QC using RT Ticketing system.

Dispatched tickets to higher tier support personnel as necessary

Resolve remote desktop issue for users.

Resolve projector connection issue for users

Provisioning SIMs and troubleshooting related issues.

Setup printers and Built new laptops for new users. Install windows 7, Microsoft office.

Install and maintain and troubleshoot software's in user laptops.

Registering the SIMs onto HLR and HSS.

Create and resets passwords of HLR, HSS and Access7 accounts.

Dealing with the testing department and resolving issues with the SIM accesses.

Provide technical support to the AT&T customers, users, contractors, and vendors via phone and chat all over the world.

Accommodated user using basic PowerShell commands.

Supporting testers with testing tools, Quality center, HP ALM. Providing them access to these tools.

Helped AT&T employees with Azure subscription sign up and Azure setup.

Helping our clients with outlook emails.

Working with testing teams to support on IMS, VoIP, VoLTE network protocols and End-to-End call processing.

Fixing issues of windows 2007, word, excel, power point, and Visio for our clients.

Resolving customer's issues with AT&T propriety applications.

Creating and troubleshooting Solar Accounts for AT&T clients, contractor and vendors.

Desktop Engineer/ Administrator Feb 2011 to August 2013

Samson’s Group of Companies Remote/ UAE

Add users into a local active directory.

Resolved technical issues in user laptop and desktops over the phone and using remote access tools.

Documented all the required information regarding technical issues.

Resolved projector connection issue for users

Setup printers and Built new laptops for new users. Install windows 7, Microsoft office.

Install and maintain and troubleshoot software's in user laptops.

TCP/IP networking. Worked on Microsoft Windows 8, PC/Laptop imaging, deployment and troubleshooting.

Setup VPN connections for remote users. Created, and configure accounts in Active Directory and Exchange

Created and configure Distribution Lists and Security Groups in Active Directory

Ensured that all laptop and tablet hardware issued to personnel is fully encrypted

Worked with vendors for all computer equipment warranty work/claims

Assisted in maintaining the accuracy of users documentation.

Posted solutions to common problems as potential additions to the Help Desk Knowledge

Fixed issues of windows 2007, word, excel, power point, and Visio for our clients.

Intern IT Specialist Abdul Wali Khan University

On Site Sept 2008- Dec 2010

Performed a range of system administration responsibilities, including building servers and performing ghosting on multiple computers.

Administered Active Directory environment.

Assisted help desk staff in streamlining the process.

Performed troubleshooting on basic computer/server related issues when connecting to remote computers.

Supervised complaint ticketing system and follow timely resolution of all work orders.

Installed, organized, tested, kept, checked, and performed troubleshooting end user workstations and interrelated hardware/software issues.

Recommended and applied solutions, including on-site repair for remote users.

Carried out on-site analysis, identification, and resolution of difficult desktop problems for end users.

Monitored and responded phone and e-mail requests for technical support.

Created procedures and steps on how to troubleshoot and documented all the required information when working as a Tech support.

Monitored, maintains and troubleshoot access control systems. Supports and administers third-party applications

Identify, investigate and resolve any potential security issues that arise

supports, configures, maintains, and upgrades networks and servers as directed

Monitors and optimizes network performance and keeps all running optimally

Specifies system requirements and designs solutions. Secures networks for viruses and hacker attacks

Regularly provides system backups. Fully maintain and update Zoom VOIP phone systems

Sets up user accounts, permissions, and passwords. Resolved problems reported by end users via ticketing system

Keeps systems up-to-date and patched for security and performance (antivirus, spam filtering, OS patches, etc.)

EDUCATION

Bachelor In Computer Science

Abdul Wali Khan University 2011

Contact this candidate