Muhammad Mansoor
About Candidate
An experienced and versatile IT Support Professional with 8 years of hands-on experience in desktop support, network troubleshooting, system administration, and Microsoft 365 environments. Adept at managing and resolving complex technical issues across diverse client infrastructures, including U.S.-based remote support environments. Proficient in tools like JAMF Pro, Active Directory, Azure AD, Gorelo.io, and SharePoint, with a strong background in asset management, endpoint security, and user training. Proven ability to streamline IT operations, conduct root cause analysis, and enhance system performance and user satisfaction.
Location
Education
Work & Experience
• Provide remote IT support for US-based clients, ensuring availability and reliability of systems, networks, and services. • Deliver remote support for desktops, laptops, printers, servers, and network devices across client environments. • Manage user accounts in Active Directory and Azure AD, including account provisioning, deprovisioning, and password resets. • Administer and support Microsoft 365, including Exchange Online, SharePoint, Teams, license management, and identity & access control. • Offer end-user training and troubleshooting for Microsoft 365 tools and collaboration features. • Maintain and update SharePoint sites and handle mailbox creation and configuration. • Troubleshoot network issues and optimize desktop performance to ensure maximum uptime. • Install, configure, and maintain systems and software across distributed client networks in the US. • Handle IT asset management: deploy, upgrade, repair, and track desktops, laptops, and servers. • Lead data migration initiatives (e.g., HDD to SSD) and maintain detailed inventory records. • Manage mobile devices and licensed software through JAMF Pro for iOS environments. • Use Gorelo.io ticketing system to track incidents, service requests, and escalations. • Coordinate with ISPs and third-party vendors for hardware/software procurement and resolving technical issues. • Collaborate with cross-functional teams on infrastructure improvements and automation initiatives. • Monitor system health, apply patches and updates, and ensure endpoint security compliance. • Conduct root cause analysis for recurring issues to improve long-term IT stability and reduce downtime.
• Provided technical support to users, both locally and overseas, demonstrating excellent customer service skills. • Resolved technical issues involving Outlook, printers, hardware, software, in-house applications, and websites, emphasizing VPN support and technical troubleshooting skills. • Monitored network links and IT infrastructure devices like servers and switches, implementing asset tracking in maintaining IT assets inventory. • Coordinated escalations and interactions with teams for prompt issue resolution and user updates. • Participated in internal audits for the quality management system, enhancing the understanding of rigorous asset management processes. • Provided hands-on support during system upgrades and hardware rollouts, ensuring minimal disruption to daily operations. • Maintained user access controls and permissions through Active Directory and internal IT policies. • Assisted in developing knowledge base articles and support documentation to streamline troubleshooting and reduce ticket resolution time.
• Completed rotations across multiple departments, gaining hands-on experience in: • General Banking • Foreign Trade • Centralized Foreign Trade Unit • Credits • Corporate Banking • Transaction Banking Division • Promoted to Credit Admin Officer in the Regional Credit Administration Office in June 2020, where I served until March 2021.
• Acted as TCP Design Lead, overseeing production and quality control, ensuring all traffic control plans (TCPs) met department standards and requirements. • Developed detailed TCPs, including signage, markings, and temporary traffic control devices, aligned with departmental and industry standards. • Led and collaborated with TCP reviewers to maintain consistent, clear standards across design teams, ensuring cohesive communication. • Managed team workflows, prioritizing tasks and adjusting as necessary to meet project deadlines and ensure efficient operations. • Ensured compliance with billing protocols, accurately assigning billing codes to completed plans and supporting the estimation team with TCP quotes. • Monitored designer performance metrics, ensuring deadlines and quality standards were consistently met.
• Provided IT Support to the Staff and Guests coming in campus. • Windows and Software Installation. • Monitoring and resolving the issues of Wi-Fi Network. • Provided support of Microsoft Office (Word, Excel, and PowerPoint). • Provided support to resolve outlook issues. • Technical Support regarding Email account, internet connectivity on Android, iPhone. Printer Installation via Print Server. • Projector Connection over devices like PC, Laptop, and Camera. • Resolving projector issues. • Maintained the Inventory
