Mushtaq Ahmed

• Working on L2 Tickets via Emails and
• Chat
• Worked in SCCM troubleshooting to
• Reinstall SCCM and Installing SCCM
• Patches
• Working on daily Tickets assigned toteam
• Saviynt tool for unlocking profile
• Checking line manager, sponsor etc
• SAP account management
• Outlook basic queries
• Proficient in Service Now ticketing tool
• Hands on experience in Active Directory
• Troubleshoot basic network connectivityissues
• Perform advanced applicationconfigurations
• Active Directory and Microsoft Azure-
• Adding & deleting user accounts
• Remote in using Landesk, Bomgar tool toremote in to user's device
• Routing problems to internal second andthird level IT support staff
• Using the Incident Management Systemto document and manage and workrequests and their respective qualityparameters
• Creating regular reports as required bythe Management
• Adherence to strict
• SLA and Key Performance Index
• Working on Saviynt application forcreating Generic accounts, updatesponsors and extend the activate useraccounts
• Providing access to the Distribution listand Creating Security groups by using
• Active Directory
• Working with User accounts to setup,update Information, Change OU etc
• Hands on experience in technologiessuch as Active Directory, SSO, MFA
• Working on ISIM tool integrated for
• Identity and Access Management
• Provisioning
• Reviewed existing processes, andspearheaded the implementation ofsystems aimed at enhancing process andoperational efficiency of the organization,worked on continuous improvement

• Worked on International Call support
• Work on L1 tickets and email tickets
• Supported for Office application andproject-based applications.

Design and maintain a technology roadmap aligned with business goals; collaborate with leadership to prioritize initiatives and drive agile team execution.

• Evaluate and implement scalable, secure technologies to support business needs and optimize support through internal teams and outsourcing.

• Oversee IT service delivery, drive SLA compliance, service performance tracking, and continual improvement initiatives.

• Maintain >95% SLA compliance by actively managing ticket queues, incident categorization, and escalation protocols.

• Create SLA-focused reports for leadership to highlight performance trends and recommend operational enhancements.

• Lead IT teams in hiring, mentoring, and performance management; ensure accurate tech budgeting and cost control.

• Define and update SLA metrics with leadership to reflect business priorities and ensure service excellence.

Managed full hardware/software asset lifecycle—procurement to retirement—ensuring compliance, accurate tracking, and data integrity in large asset databases.

Collaborated with cross-functional stakeholders to resolve employee IT issues and authored training materials for ServiceNow automation, increasing workflow adoption and efficiency.

Delivered detailed reports on IT assets, licenses, and software metrics to leadership with actionable insights for cost optimization and operational improvement.

Led and coached team members, providing regular feedback to foster professional growth, enhance performance, and maintain a high-morale support environment.

Acted as first-line support for technical issues, managing escalations and ensuring resolution through proactive troubleshooting and user-focused communication.

Directed project tracking and milestone delivery, providing regular progress updates to senior management and ensuring timely execution of tasks.

Oversaw application onboarding—from pre-checks to deployment and future support planning—while coordinating with IAM and MS Engineering teams on device management and user reimbursement workflows.

Administered Google Cloud Platform (GCP) access: handled role assignments, Google Meet permissions, and compliance-based administrative tasks to streamline operations.

Conducted weekend validations to confirm change implementations, ensuring operational continuity and alignment with compliance standards.

New Hire Training: Delivered effective onboarding sessions, ensuring quick integration and productivity.

Escalation & Workflow Management: Handled daily escalations and optimized workflows to meet SLA targets.

Client Communication: Maintained clear client communication, managing expectations and ensuring satisfaction.

Team Development: Conducted refresher trainings and provided on-floor support to boost team capabilities.

Major Incident Management: Collaborated with MIM team to resolve critical incidents in a 24/7 global IT setup.

Team Coaching: Offered regular coaching and feedback, enhancing team performance and engagement.

Reporting & Management Communication: Prepared detailed reports and updates for senior leadership to support strategic decisions.

• Handle unresolved issues for the Inbound
• Call Team
• Providing Technical Assistance to the
• FLA's new on floor
• Case Management for the aligned teamand maintain Case Age/CIT
• Research and identify solutions tosoftware and hardware issues and sharebest practices with team
• Diagnose and troubleshoot technicalissues
• Properly escalate unresolved issues toappropriate internal teams.

• Worked with HP as Technical Support
• Engineer, where I was dealing with
• Hardware and Software related issues
• Outlook Issues, Network Issues, Driver
• Issues, Basic system queries andtroubleshooting
• Having good knowledge in Windowsissues, Microsoft Outlook issue and VPN
• Installing repairing & uninstallingprograms in Windows