Zeeshan Rashid
Lahore,Pakistan
Summary
Highly skilled and detail-oriented IT professional with extensive experience in end-user support, cloud solutions, and IT infrastructure management. Adept at troubleshooting complex technical issues, managing enterprise IT systems, and ensuring seamless operational efficiency. Proficient in Microsoft Azure, Office 365, Active Directory, Citrix, and network security. Strong expertise in cloud migration, automation, and enterprise IT support, backed by multiple industry certifications.
Overview
7
7
years of professional experience
1
1
Certification
Work History
End User Support Specialist
Stewart IT
07.2024 - Current
- Managed technical support tickets via ServiceNow and WebEx platforms
- Troubleshoot Citrix-related issues through Citrix Director, optimizing user experience.
- Administer Active Directory, handling user identity management and onboarding.
- Support Exchange Admin Center, resolving email and Outlook-related issues.
- Handle hardware/software requests, including procurement and order tracking.
- Manage phone line requests via Teligistics for Verizon and AT&T services.
- Configure and troubleshoot Cisco VPN, ensuring secure remote access for users.
- Monitor Microsoft Azure for MFA configurations and device status.
- Conduct QA/QC audits and maintain First Call Resolution (FCR) metrics.
- Crafted knowledge base articles and technical documentation for recurring issues
Cloud Solution Specialist
Zones IT Solutions
08.2022 - 07.2024
- Owned technical relationships with Zones customers, providing expert cloud solutions.
- Managed Office 365 administration, including onboarding, licensing, and troubleshooting.
- Led critical escalations with Microsoft for advanced problem resolution.
- Automated key tasks using PowerShell scripting to enhance efficiency.
- Maintained deep expertise in Microsoft cloud technologies, including Azure AD, MECM, Intune, Autopilot, and EMS.
- Audited cloud infrastructure with Azure and Office 365 Security & Compliance tools.
- Migrated customer Adobe licenses and managed Intune devices via Microsoft Partner Center.
- Provided proactive updates to customers on active cases and resolutions.
- Analyzed ticket trends to improve service delivery and end-user experience.
IT Support Engineer L1
Digital Prima Ltd (Genesis Healthcare)
01.2022 - 07.2022
- Configured Citrix HTML 7 and VPN solutions for remote employees.
- Managed encryption and password security via BitLocker and advanced authentication tools.
- Provided Level 1 and Level 2 support for Genesis healthcare systems and network issues.
- Configured network drives, printers, and enterprise applications.
- Utilized ServiceNow for incident tracking and IT asset management.
- Managed PING ID authentication for secure enterprise access.
Technical Support Representative (L1)
DinCloud
01.2020 - 01.2022
- Delivered cloud-based technical support, troubleshooting SaaS applications and system integrations.
- Assisted customers in system optimization, compatibility checks, and security configurations.
- Provided remote support across Windows, macOS, and Linux environments.
- Documented resolutions and collaborated with cross-functional teams for escalations.
Microsoft Technical Support Ambassador
Freelance (IntelAgents)
08.2018 - 08.2019
- Managed Exchange Online, SharePoint, OneDrive, and Microsoft Teams for enterprise users.
- Assisted in cloud migrations, email troubleshooting, and Office 365 deployments.
- Ensured security best practices, user authentication, and hybrid cloud configurations.
- Developed and maintained PowerShell scripts for administrative tasks.
Education
MSc (IT) - Information Technology
University of Education
LahoreSkills
- Cloud Computing: Microsoft Azure, Office 365, Cloud Migrations, Azure AD Connect, Exchange Online, SharePoint Online, Intune, Autopilot, EMS
- Enterprise IT Systems: Active Directory (On-Prem & Azure), Windows Server Administration, Citrix Director, Exchange Admin Center
- Security & Compliance: Network Security, Office 365 Security & Compliance, Microsoft Security Solutions, Multi-Factor Authentication (MFA), Cisco VPN
- Networking & Virtualization: VPN Configuration (Pulse Secure, CMS, Azure VPN), Network Troubleshooting, Virtualization Technologies
- IT Support & Operations: ServiceNow Ticketing, ITIL Best Practices, KB Management, Hardware & Software Procurement, WebEx Call Handling
- Scripting & Automation: PowerShell Scripting, Automation of IT Tasks, Reporting & Monitoring
- Hardware & Software Management: End-user Device Support (Windows, macOS, iPads), Enterprise Software (Adobe Pro, Microsoft Office Suite, Resware)
Languages
English
Fluent
Certification
- Microsoft Certifications: MS-100, MS-101, MS-500, SC-300, AZ-900 (Azure Fundamentals), AZ-104 (Azure Administrator Associate)
- Networking & Security: Cisco CCNA Security, ICSI CNSS (Certified Network Security Specialist)
- Cloud & AI: Huawei HCIA-Cloud Computing, HCIA-Artificial Intelligence, HCIA-Routing & Switching, HCIP-Routing & Switching
Timeline
End User Support Specialist
Stewart IT
07.2024 - Current
Cloud Solution Specialist
Zones IT Solutions
08.2022 - 07.2024
IT Support Engineer L1
Digital Prima Ltd (Genesis Healthcare)
01.2022 - 07.2022
Technical Support Representative (L1)
DinCloud
01.2020 - 01.2022
Microsoft Technical Support Ambassador
Freelance (IntelAgents)
08.2018 - 08.2019
MSc (IT) - Information Technology
University of Education
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