Jabed Rabbany

• Managed and maintained the IT ticket queue, resolving technical issues for 700+ users across Canada, the USA, Manila, and India. • • Provided hands-on remote and in-person technical support to end-users for laptop, desktop, mobile device, and network-related issues, ensuring high-quality customer service and resolving technical issue efficiently. • Configured, deployed, and maintained desktops/laptops; installed standard software packages, performed imaging and contributing to asset management. • Diagnosed and resolved Microsoft windows, Office 365, iOS operating system issues, cloud-based phone & software applications, and network connectivity problems, utilizing troubleshooting skills. • Managed onboarding and offboarding processes, including user credential creation, equipment readiness, device imaging, software deployment, and shipping computers to users ahead of their start date. • Administered user accounts, distribution groups, mailbox configurations, and access permissions in Active Directory and Exchange, supporting user provisioning and security. • Supported security operations, including MFA configuration using Azure AD, DUO, Microsoft Authenticator, and Sentinel antivirus. • Managed IT service tickets and asset records using Salesforce Service Cloud in alignment with ITIL practices. • Performed user account creation, password resets, mailbox setup, and permissions & access rights using Active Directory and Exchange, leveraging sys admin capabilities. • Supported Genesys cloud phone system: user setup, extension configuration, and settings updates.

• Providing technical & customer service support with Desktop/ Laptop, Office 365, windows 2010 & 2011, Active Directory, Network connectivity, and conference room setup to corporate customers and escalating issues to other departments using ServiceNow ticketing System • Providing technical support to end users either via phone, email, remote desktop, or desk side as required. • Resetting passwords, adding/removing users & devices to/from the system Active Directory, • Responsible for maintaining and upgrading hardware and software including PCs, Printers, Laptops, and on Windows 7,8 and 10. • Using Blackberry UEM client corporate email system to activate/configure corporate emails on corporate mobile devices. • Using tools like SCCM and Remote-control viewer to help users remotely connect to users and solve their queries. Troubleshooting the issues with the network/server. Installation of printers to the systems from servers. • Providing support with TCP/IP, Wi-Fi, Citrix support and VPN • Replacing/upgrading users' old laptops / Desktop as a part of the evergreen project

• Resolving user technical issues with computers, mobile devices, VPN, network connectivity, and printing problem; via telephone, email, chat, or remote connection. • Adds, moves, and changes user accounts and password resets in an Active Directory environment • Responses assesses, records, and monitors Incident tickets based on service levels agreements (SLA) through ServiceNow ITSM.

 Provided exceptional Helpdesk and IT troubleshooting support services to staff, faculty, and student members with technical issues including computer hardware, software, audio/video equipment, etc.  Assisted users with networking, software, web application, remote connectivity, printing, Wi-Fi, and peripheral technical and application problem.  Assisted users via live chat, phone, teams meeting, email, online tools ISL and in-person, etc.  Resolved user problems with using, Azure Active Directory Admin Centre, AD, and SCCM with account access, office 365, teams, outlook, OneDrive, share drive, and different types of software installation like Adobe creative cloud, Minitab, Visio, and other applications.  .Use ITSM TeamDynamic Helpdesk ticket management system for recording daily work activities, opening, and closing of tickets with providing appropriate working and technical details.  Installed, configured and upgraded programs, operating systems & updates as per the requirements of the organization to enhance functionality and security issue resolution  Created emails, reset passwords, added/removed users & devices to/from the system and shared network using Active Directory, Azure Active Directory and SCCM.  Installed, configured & setup networked printers, video conference devices, IP Phones & Conference  Monitored and maintained the organization’s smooth running of the network infrastructure which includes Cisco router, Cisco switches, Wi-Fi Access Points (APs), network drives, structural network cabling, IP phones, network printers, Patch panels, Server racks, LAN, WLAN, etc.  Provided end-user training for new technology, as well as tips and tricks for end-users.  Documented official procedures, standards, best practices configurations, settings, installation sequences, and back- out instructions