Wasim Akram

• Manage daily on-site IT operations and provided 1st/2nd line desktop support for Proctor & Gamble Euskirchen's plant users, including face-to-face and VIP support, remote troubleshooting and SSL-VPN access. • Administered Windows Server environments and Active Directory (user/groups/policies), including Windows deployment, migration and OS configuration. • Planned and executed SCCM and Intune (Endpoint Manager) deployments for software distribution, patching, and OS upgrades; managed Office 365/Azure AD integration and cloud app support. • Performed hardware maintenance: PC/laptop repair, hardware replacement/upgrades, printer setup/ troubleshooting and inventory/asset management. • Operated and supported network infrastructure basics (routers, switches, LAN/WAN), used PuTTY and console cables for remote access, and applied packet/troubleshooting tools such as Wireshark/Tshark. • Used PowerShell scripting for automation, system control tasks and routine administration to reduce manual effort and errors. • Managed incidents and requests through ServiceNow / Dock 365 Help Desk, ensuring SLA adherence and high customer satisfaction; performed root-cause analysis and produced corrective actions to reduce repeat incidents. • Implemented and maintained SSL VPN and remote desktop solutions, Citrix token generation, and mobile device app management for iOS/Android users. • Supported business processes through CRM touchpoints and collaboration with stakeholders to align IT services with operational needs. • Designed IT panels and performed panel building activities for shop-floor integration and infrastructure projects. • Produced reports and dashboards with Microsoft Power BI to track KPIs (incidents, SLAs, asset status) and support continuous improvement.

• Provide end-to-end technical support (onsite, remote, and VIP), resolving hardware, software, and connectivity issues within SLA targets. • Perform Windows deployment, migration, configuration, and advanced troubleshooting for desktops and workstations. • Administer Office 365, Outlook, Skype for Business, and cloud-based applications via Intune, Azure AD, and SCCM. • Manage Windows Server environments, Active Directory (users/groups/policies), and system administration activities. • Conduct LAN/WAN, Wi-Fi, VPN, and TCP/IP diagnostics using PuTTY, Wireshark, and standard network commands. • Configure and maintain workstations, printers, modems, peripheral devices, and perform hardware repair, upgrades, and asset handling. • Oversee user account management, email configuration, application installation/upgrades, and troubleshooting of Windows and Office apps. • Collaborate with vendors for hardware/software replacement, problem resolution, and ensure compliance with operational standards. • Log, track, escalate, and follow up on technical issues using ticketing systems such as ServiceNow, generating reports to identify trends. • Provide support for software deployment, mobile device management (iOS/Android), Citrix RSA tokens, data migration, and onsite user onboarding.

• Technical Support: Provide remote and onsite assistance to resolve technical issues promptly. • Reporting: Generate reports to track support activities and trends. • Equipment Configuration: Set up printers, modems, and other equipment for seamless integration. • User Account Management: Administer user accounts and configure email clients. • Network Diagnostics: Troubleshoot internet, LAN, wireless, and email issues using advanced techniques. • Vendor Collaboration: Coordinate with vendors to replace or repair defective hardware and software. • Problem Resolution: Analyze and address unique or recurring customer problems. • Product Knowledge: Stay informed about Dell products and industry technologies. • System Administration: Install, configure, and maintain hardware and software systems. • Migration Support: Assist with Windows migration and provide onsite user support. • Workstation Setup: Configure workstations and peripheral devices for optimal performance. • Software Support: Install, upgrade, and troubleshoot Windows and Office applications. • Help Desk Assistance: Address hardware and software queries reported to the support desk. • Applications Troubleshooting: Resolve applications issues and provide onsite support. • Issue Management: Log, escalate, and follow up on user-reported issues.

I worked on many Python libraries for data analysis and visualization: Flask , Matplotlib , Seaborn , Plotly , TensorFlow ,NumPy. Here I learned a lot of professional skills by working on many different projects. • HTML, CSS, Javascript, UI/UX and site architecture. • Theme and plugin installation. • Database management: SQL, MySQL. Matomo · Google Analytics · Tableau · SQL · Microsoft Power BI · Google looker Studio · Microsoft Excel · Microsoft Office ·

My specific areas of interest were in the field of Software Designing and Testing, Creating data visualisations and building intelligent systems. I build a machine learning-based intelligent model as a final-year project that predicts diseases in plants.