Zaigham Ahmed Pirzada

Delivered advanced technical support for Windows, Microsoft 365, Teams, and virtualized environments.

• Guided Desktop and Service Desk teams on escalated tickets as a senior analyst.
• Mentored staff on complex technical issues, enhancing team capabilities.
• Aligned IT service delivery with business requirements to minimize downtime.
• Produced performance insights for management, aiding KPI monitoring and improvement efforts.
• Supported system upgrades, Office 365 migrations, and security patching projects with minimal disruption.
• Documented IT processes and maintained support materials to enhance knowledge sharing.
• Coordinated across teams to achieve timely resolution of priority incidents.

• Delivered frontline and escalated IT support across enterprise systems, prioritizing customer outcomes.
• Acted as informal senior analyst, supporting Service Desk staff with complex incidents.
• Mentored junior colleagues, enhancing troubleshooting skills and building confidence.
• Contributed to queue management and escalation handling, improving service desk efficiency.
• Improved service delivery through enhanced process documentation and knowledge base content.
• Assisted in asset management and compliance tracking for accurate resource allocation.
• Collaborated with cross-functional teams on incident reviews, identifying improvements for IT delivery.

• Delivered comprehensive IT support for staff and students, ensuring reliable service across college.
• Guided peers by resolving technical and procedural issues for less experienced staff.
• Led resolution of high-priority issues, minimizing disruption to teaching and learning activities.
• Coordinated telephony system migration, facilitating smooth transitions with minimal disruption.
• Streamlined service delivery through process documentation and training sessions for staff.
• Implemented proactive monitoring and automation using PowerShell, enhancing uptime and reducing resolution times.
• Facilitated cross-departmental collaboration during upgrades, yielding efficiency gains and improved security.

• Delivered comprehensive IT support, enhancing system reliability and user satisfaction.
• Coordinated telephony migration project, minimizing downtime and ensuring seamless adoption.
• Administered Office 365 and SharePoint environments, maintaining compliance and efficient user provisioning.
• Developed IT process documentation and conducted training to ensure operational continuity.
• Introduced proactive monitoring with PowerShell automation, reducing downtime and boosting efficiency.
• Collaborated with departments during upgrades to strengthen system security and align business objectives.