Bilal Mohsin
Hanover,MD
Summary
Top-performing IT Support Analyst with extensive remote and in-person MSP experience. Consistently closed the highest ticket volume across all levels and achieved the highest first-response resolution rate. Expert in end-to-end user onboarding and offboarding, zero-touch device provisioning, AD-to-Intune migrations, hardware and software troubleshooting, VoIP administrator, and vendor coordination. Proven at maintaining 100% SLA compliance while improving operational processes and knowledge documentation.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Support Analyst
HMBTECH
12.2022 - Current
- Provide remote and onsite support for multiple MSP clients, triaging and resolving Level 1–3 incidents by phone, remote session, and in-person visits.
- Manage tickets and documentation in ConnectWise Manage, Jira, and IT Glue; provide remote access and support through ConnectWise ScreenConnect.
- Consistently close the highest ticket volume on the team and maintain the highest first-contact resolution rate.
- Design and execute end-to-end employee onboarding and offboarding: account and mailbox provisioning, device assignment and imaging, permissions and group membership, MFA and SSO enablement, licensing allocation, and secure deprovisioning and asset reclamation.
- Author and maintain SOPs, onboarding/offboarding playbooks, checklists, and knowledge base articles to improve team efficiency and reduce onboarding time.
- Lead AD to Microsoft Intune migrations including planning, pilot testing, phased rollout, profile preservation, and post-migration validation.
- Configure, image, and provision laptops and desktops to client specifications; manage inventory intake and prepare devices for immediate deployment.
- Troubleshoot complex hardware and software issues; perform component replacements; coordinate escalations, hardware repairs, licensing, and platform issues with Microsoft, Google Workspace, Dell, Lenovo, Comcast and act as primary vendor liaison for hardware services.
- Implement, administer, and troubleshoot VOIP platforms including Nextiva, Vonage, and RingCentral; handle provisioning, configuration, call-routing issues, and vendor escalations.
Education
Associate of Arts - Computer Science
Howard Community College
Columbia, MDKey Achievements
- Top ticket closer: Closed the most tickets across the team since hire, resolving Level 1–3 incidents.
- First-contact resolution leader: Highest first-response resolution rate, routinely resolving issues on initial contact.
- Onboarding and offboarding expert: Completed the most user onboardings and offboardings across the client portfolio, ensuring secure, timely access provisioning and deprovisioning.
- Migration lead: Planned and executed enterprise Active Directory to Microsoft Intune migrations with profile integrity preservation and minimal disruption.
- Provisioning owner: Primary technician for imaging and preparing all new laptops and desktops for multiple clients; standardized zero-touch ready deployments.
- Process improvement: Authored SOPs, provisioning checklists, and playbooks that reduced time-to-productivity and increased first-contact resolution.
- SLA compliance: Maintained flawless adherence to all SLAs for assigned tickets and escalations.
Technical Tools
Microsoft Intune; Active Directory; Microsoft 365; Google Workspace; ConnectWise Manage; ConnectWise ScreenConnect; ITSupport247(RMM); Jira; IT Glue; Mosyle; NetExtender; Cato; Duo Security; Bitdefender; Datto; JumpCloud; Rippling; Sherweb; Nextiva; RingCentral; Vonage; PII Protect (SAT)
Certification
- Azure Cloud Fundamentals (AZ-900), Microsoft - 2022
Languages
English
Native or Bilingual
Urdu
Native or Bilingual
Timeline
IT Support Analyst
HMBTECH
12.2022 - Current
Associate of Arts - Computer Science
Howard Community College