Zeeshan Abid

Experience

• 

  Fortray Global Service Limited

  Sept 2022 - now

  Desktop Support Engineer

  •Supporting Windows 10, Windows Server, Active Directory, Office 365, Microsoft Office, Microsoft Teams, SharePoint Online, OneDrive, and other Business Applications for multiple customers. •Prioritising and categorizing Incidents and Requests.•Provide 1st and 2nd line support as part of the Service Desk to assist with the speedy resolution of issues raised.•Proactively managing ITSM ticket queues, identifying knowledge gaps, process improvements, and automation opportunities•Ensuring all tickets are updated to the correct standard and that the customer’s expectations have been set accordingly.•Resolving basic network connectivity problems.•Direct unresolved issues to the next level of support personnel•Managing helpdesk tickets through to resolution and meeting set SLA's•Plan and implement IT change requirements as per the change process. •Support end users with any issues arising with SharePoint and One-Drive. •Installation, configuration, and day-to-day support of software and applications.•Installing and Configuring Windows, Printers at the customer locations and providing remote support.•Managing Windows server support / Administration. Setting up new users, access rights, passwords. •Perform Software and Hardware Troubleshooting. •Configuring and Managing the Active Directory, Group Policy, DNS, and DHCP services. •Monitor PC, Laptops, and Network performance with different tools.•Responsible for creating, updating, and deletion of Responsible for Customer Share Point and users’ rights management via O365.•Support onsite teams when an engineer is on annual leave / absent. Show less