Headline

Information Technology Support Engineer | Active Directory | Azure AD | Microsoft 365 | ITSM Tools | MFA | Identity & Access |

About

Most IT support issues aren't really technical — they're gaps: gaps in access, gaps in communication, gaps between what a system is supposed to do and what it actually does. I close those gaps. Over 2.6 years as an IT Support Engineer, I've resolved identity and access issues across Active Directory and Microsoft Entra ID, deployed and managed MFA rollouts, handled endpoint security with Bitlocker, and kept remote teams operational through RDP and Genesys environments. I've worked across the full helpdesk stack — from OS-level troubleshooting to LMS administration and Microsoft 365 support. I don't wait for tickets to pile up. I look for patterns, document fixes, and build processes that reduce repeat issues. Clean systems. Clear communication. Fast resolution.

Location

Dubai

Work experience

Service Desk Analyst at Quess Corp Limited, Nov 2025 - May 2026 · 7 mos, Client: Tata Consultancy Services (TCS) • Delivered L1/L1.5 IT support for 500+ enterprise users in an SLA-driven service desk environment. • Served as the first point of contact for technical support via phone, email, chat, and ticketing systems. • Managed and resolved 30–40 support tickets daily covering hardware, software, Office 365, Outlook, Teams, VPN, printers, and user access. • Supported Windows 10 and Windows 11 environments for enterprise end users. • Performed password resets, account unlocks, and user administration via Active Directory and Azure AD. • Troubleshot Office 365 mailbox, Outlook configuration, Teams connectivity, VPN access, MFA, and endpoint issues. • Provided remote troubleshooting using RDP and other remote support tools. • Supported VIP users and prioritized critical incidents to minimize business disruption. • Maintained 90% SLA compliance with timely incident resolution and high customer satisfaction. • Created and updated knowledge base articles and troubleshooting documentation for recurring issues.

Information Technology Support Engineer at Ooma Cyber Solutions Private Limited, Aug 2022 - Aug 2024 · 2 yrs 1 mo, United Arab Emirates, Client: Tata ELXSI • Provided desktop and technical support for laptops, desktops, printers, and end-user devices. • Installed, configured, and maintained Windows OS, Microsoft Office, antivirus software, and enterprise applications. • Performed desktop imaging, reimaging, software installation, and system configuration. • Troubleshot hardware, software, network connectivity, Wi-Fi, LAN, and VPN-related issues. • Managed user accounts, password resets, and access permissions through Active Directory. • Delivered remote and onsite technical support using TeamViewer, AnyDesk, and RDP. • Supported Office 365 applications including Outlook and Teams for daily business operations. • Managed endpoint issues including slow performance, account lockouts, MFA errors, and application incidents. • Maintained IT inventory and assisted with asset tracking and device management. • Participated in 24/7 support operations handling high-priority technical incidents.

Education

Bachelor’s of Computer Application - BCA, Data Science and Artificial Intelligence, Yenepoya University

Bachelor’s of Arts - BA, English Language and Literature, General, University of calicut