Talha Alam

Resolved over 100 Level 2 support cases monthly, covering critical systems, printers, scanners, VPN, and fax issues to maintain client operations.

Optimized IT infrastructure performance by 20% through proactive monitoring with Logic Monitor and SolarWinds, significantly reducing unplanned outages.

Administered Microsoft 365 services, including Exchange Online and SharePoint, for a 600+ user base, enhancing collaboration and productivity.

Secured corporate endpoints by implementing MDM/MAM policies, BitLocker, and MS Defender, achieving a 95% success rate in application deployment and patching via SCCM.

Configured and diagnosed Veeam and Datto backup solutions for 400+ servers across multiple clients, ensuring data integrity and disaster recovery readiness.

Led a core network migration activity, optimizing infrastructure performance and ensuring seamless transitions.

Successfully completed the PCI audit by implementing and administering AD, DNS, DFS, DHCP, and GPOs in compliance with security standards.

Maintained internal infrastructure for 500+ users, including servers, routers, switches, and security updates, ensuring uninterrupted operations.

Secured Windows servers and endpoints through Nessus scan vulnerability patching and managed deployments via PDQ deploy and Endpoint Central.

Collaborated with change and incident management teams to execute system upgrades without service interruptions, enhancing system reliability.

Managed data center operations, including racking and stacking servers and network devices, optimizing physical infrastructure layout.

Closed 95% of tickets within SLA periods, significantly improving response times and user satisfaction.

Performed backup and restoration of crucial data, ensuring business continuity and data integrity.

Installed, configured, and troubleshot IP phones and managed mass deployment of Windows devices, streamlining user setup and system updates.

Resolved VPN issues for roaming users and assisted remote users via Zoom/TeamViewer, ensuring uninterrupted access to resources.

Provided Level 1 support to in-house users, troubleshooting software and hardware system issues to minimize downtime.

Upgraded iOS and configured Cisco Catalyst switches in collaboration with Level 2 engineers, enhancing network capabilities.

Liaised with vendors to resolve site-specific hardware, firewall, and network device issues, ensuring timely resolution of critical problems.

Performed WLAN (Ekahau) and LAN surveys, delivering detailed reports to clients for network optimization.

Prepared technical reports and documentation for all onsite activities, ensuring comprehensive records and knowledge transfer.