Mohammed Harris Shaikh
IT Analyst
Navi Mumbai
Summary
Detail-oriented IT Analyst with over 4 years of experience in IT support and proficiency in Microsoft Intune, Entra ID, Azure AD, Windows Autopilot, Active Directory, and Identity and Access Management (IAM). Expertise includes L1/L2 support, endpoint management, incident management, and Microsoft 365 administration. Proven ability to troubleshoot complex technical issues while delivering exceptional customer service and ensuring seamless operations. Committed to leveraging technical skills to enhance system performance and drive organizational success.
Overview
4
4
years of professional experience
Work History
IT Analyst
ION Trading India PVT LTD
Mumbai
09.2023 - Current
- Deliver L1/L2 technical support, ensuring high first-call resolution, and minimal downtime.
- Manage IT operations, including VIP users at the site level, and report to central IT operations.
- Support Identity and Access Management (IAM), including user provisioning, and role-based access control (RBAC).
- Execute secure onboarding and offboarding processes in compliance with IT and security policies.
- Resolve incidents and service requests within SLA timelines, prioritizing based on business impact.
- Deploy and configure devices using Windows Autopilot to streamline provisioning.
- Administer Active Directory for over 1,200 users, ensuring accurate access control and directory management.
- Manage users, devices, and access through Microsoft Entra ID, Intune, Exchange Admin Center, and CyberArk.
- Maintain AV infrastructure (Teams Room) to ensure reliable communication and meeting room functionality.
Technical Support Engineerr
Octaware Technology
Mumbai
01.2022 - 08.2023
- Perform troubleshooting by taking remote access from the user.
- Manage incidents and tasks on the ticketing tool, ServiceNow.
- Develop and maintain Standard Operating Procedures (SOPs) to improve operational efficiency.
- Manage tickets in Azure DevOps.
- Perform troubleshooting for users through the chat process.
- Manage All IT Asset Management.
- Conduct training sessions for new hires, and manage knowledge transfer activities.
- Desk support for users.
- User Administrator.
Education
Master of Science - Computer Science
A.K.I Poona College of Arts Science Commerce
Pune, India 04.2001 -
Bachelor of Science - Computer Science
A.K.I Poona College of Arts Science Commerce
Pune, India 04.2001 -
TRAININGS
- Microsoft Power Platform (Jan 2023) (Canvas Apps, Model Driven Apps) Provided By: Microsoft
- SharePoint (June 2022 – July 2022) (Online & OnPrem) Provided By: Octaware Technologies
- Azure Fundamental AZ 900 (Ongoing) Provided By: Microsoft
Timeline
IT Analyst
ION Trading India PVT LTD
09.2023 - Current
Technical Support Engineerr
Octaware Technology
01.2022 - 08.2023
Master of Science - Computer Science
A.K.I Poona College of Arts Science Commerce
04.2001 -
Bachelor of Science - Computer Science
A.K.I Poona College of Arts Science Commerce
04.2001 -