Haseebullah Ahmad Zai
Senior Service Desk Analyst
Lynbrook,VIC
Summary
Experienced IT professional with over 5 years of experience in IT support, with a focus on Service Desk operations. Strong technical skills in Microsoft Windows and Office applications, Active Directory, and networking. Excellent problem-solving skills, strong communication skills, and experience with IT security and access management. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
5
5
years of professional experience
11
11
Certification
Work History
Senior Service Desk Analyst
Sps Commerce Inc
04.2022 - Current
- Managed and created user accounts and assigned permissions through Active directory, Azure Active Directory, and endpoint configuration manager
- Provisioned and managed new devices/equipment and their permissions through Microsoft Intune, AD, AAD, and SolarWinds
- Responded to security incidents in swift and thorough manner in collaboration with security team
- Provided access to AWS as part of IAM responsibilities
- Helped streamline repair processes and update procedures for support action consistency.
- Configured and tested new software and hardware.
- Patched software and installed new versions to eliminate security problems and protect data.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Monitored system performance to identify potential issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Offered assistance in implementing and developing training programs.
- Provided support to employees in a multi-region environment using different means from remote tools to Phone
IT Technician
Mine Clearance And Planning Agency
01.2016 - 08.2019
- Analyzed hardware/software issues to identify troubleshooting methods needed for quick remediation.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Performed maintenance tasks on PCs, networks and mobile devices.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Configured systems according to prescribed software and hardware frameworks.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and other related devices.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Education
Bachelor of Science - Information Technology, Cybersecurity
American University of Afghanistan
Kabul, Afghanistan05.2021
High School Diploma -
Sayed Jammaluddin AF
Peshawar, Pakistan12.2015
Skills
- Help Desk Support
- Technical Troubleshooting
- Communication and Reporting
- Splunk ( SIEM Technologies)
- Identity and Access Management
- Information Security
- Microsoft 365 suite
- Incident Response
- Endpoint/Application Security
- Vulnerability Management
- Network Security
- Risk Management
- Threat Intelligence
- Problem Solving
Certification
- CompTIA Security Analytics Professional
- CompTIA CySA+
- CompTIA Security+
- IBM Professional Certificate in Data Science, (Coursera)
- Python Programming Certificates, (Coursera)
- Information Technology Fundamentals, (WYWM)
- Linux Fundamentals, (WYWM)
- Network Fundamentals, (WYWM)
- Open Source Intelligence, (WYWM)
- Cyber Security Analyst, (WYWM)
- Red Team Essentials, (WYWM)
Additional Information
Languages: English, Pashto, Dari, Farsi, Urdu, and Hindi
Timeline
Senior Service Desk Analyst
Sps Commerce Inc
04.2022 - Current
IT Technician
Mine Clearance And Planning Agency
01.2016 - 08.2019
Bachelor of Science - Information Technology, Cybersecurity
American University of Afghanistan
High School Diploma -
Sayed Jammaluddin AF
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