MARYAM RAZA

Key Responsibilities

Hybrid position securing and optimizing digital infrastructure using NinjaOne, M365/Azure, Jira, and Thoropass. Serves as the first line of defense for security operations, drives IT automation, and ensures continuous audit-readiness.

• Endpoint Management (NinjaOne): Deploy, patch, and monitor Windows/macOS devices while maintaining real-time asset inventories.
• Identity & Access (M365/Entra ID): Streamline user lifecycles (onboarding/offboarding) and enforce "least privilege" via MFA, SSO, and Conditional Access.
• Service Desk & Incident Response (Jira): Own IT/security tickets, automate workflows, and execute incident response SOPs to meet strict SLAs.
• Compliance (Thoropass): Support evidence collection to maintain continuous audit-readiness.

• Own and manage SLA and KPI commitments, consistently meeting service delivery targets
• Monitor and prioritize ticket queues to ensure timely incident resolution and minimal business disruption
• Handle escalations end-to-end, coordinating with internal teams and vendors until closure
• Publish daily operational dashboards and track action items to completion
• Lead induction and knowledge transfer sessions for newly onboarded associates
• Support enterprise endpoint compliance initiatives (Active Directory, Antivirus, SCCM, encryption tools)
• Perform software harvesting and removal of unauthorized applications to maintain security compliance
• Provide L2/L3 technical support for Windows and Mac desktops and laptops
• Troubleshoot OS-level, hardware, and application issues, including Outlook and enterprise collaboration tools
• Deploy software packages based on approved RAMS requests
• Support printers, multifunction devices, and peripheral installations
• Coordinate desktop moves and ensure accurate asset tracking and inventory updates
• Provide mobile device support through intune portal
• Participate in project outages, maintenance windows, and business-critical incidents
• Support VNET and Video conferencing systems
• Contribute to floor management, operational excellence, and continuous improvement initiatives
• Assisted with daily store operations and staff coordinati

• Assisted with router configuration and software installation
• Supported basic network security and administration tasks
• Performed troubleshooting for connectivity and network issues

Assisted with daily store operations and staff coordination