Usman Nadeem

• SCCM (MECM): Managed system updates, software deployment, and patching through SCCM (MECM), ensuring seamless application distribution and endpoint compliance.
• Active Directory: Provided user account management, group policy configuration, and security permissions within Active Directory to ensure streamlined access and identity management.
• Cylance (Antivirus): Implemented and monitored Cylance antivirus software, enhancing cybersecurity and mitigating potential threats across the network.
• N-Able / N-Central: Utilized N-Able/N-Central for proactive monitoring and management of IT assets, resolving issues remotely to minimize downtime.
• Windows IOS Patching: Performed timely Windows and iOS patching to address security vulnerabilities and improve system performance.
• End-User Computing: Delivered comprehensive end-user computing support, resolving hardware, software, and networking issues to improve user experience.

• Use microsoft admin center to allocate licenses, security groups, and email groups.
• Use my expertise in microsoft applications to do basic trouble shooting of Outlook, Teams, Power Bi, OneDrive, Sharepoint, and others.
• Work on keeping equipment up to date. We are currently rolling out Windows 11. Although I did not make the image, I do image the laptops and get them ready for end users. And do a orientation.
• I usually do not have the highest ticket count, but have the highest quality when it comes to doing toughest tickets.
• I am a team player and have great communication skills.
• I have made documentation that is now being used to train new hires.
• Manage company tenant from new hire to termination of employee.

This would include creation, categorization, and deletion.

• Assisted customers with various types of technical issues via email, live chat and telephone.
• Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
• Recorded help desk calls by documenting issues, solutions and closing tickets.
• Resolved Level 1 technical issues with software, hardware and peripherals.
• Created new accounts, reset passwords and configured access to servers and file management software for users.

• Built and maintained loyal, long-term customer relationships through effective communication and understanding customer complaints.
• Designed sales and service strategies to improve revenue and retention.
• Managed inventory levels and conducted corrective action planning to minimize long-term costs.
• Renewed business licenses.
• Diagnosed mechanical problems.