AHSAN RIAZ
Iconix Waterworks LP
Lahore
2
Languages
1
Certification
4
years of professional experience
Results-driven IT Support Specialist with 3+ years of enterprise experience managing Tier 1/2 helpdesk operations and ticket triage across Canada and the U.S. Proven track record leading technical deployment teams and configuring endpoint management tools, including Microsoft 365, Entra ID, Intune, Workspace ONE, and VMware Horizon. Adept at steering cross-functional collaborations with network, security, and infrastructure teams to resolve complex technical anomalies while ensuring absolute SLA compliance and peak user satisfaction.
Work History
IT Support Technician
3 Years- Managed intake, prioritization, escalation, and resolution of IT incidents while consistently meeting SLA targets.
- Delivered remote Tier 1/2 technical support to enterprise users, efficiently resolving software, hardware, and network access issues via phone and remote desktop tools.
- Dispatched to multiple corporate branches to provide rapid, hands-on troubleshooting and hardware remediation for issues requiring on-site intervention.
- Troubleshot Microsoft 365, Outlook, Teams, SharePoint, OneDrive, VPN, Wi-Fi, hardware, software, and networking issues using remote support tools including VMware Horizon, Quick Assist, Zoho Assist, and RDP.
- Troubleshot Microsoft 365, Outlook, Teams, Webex, SharePoint, OneDrive, hardware, software, and networking issues using remote support tools including VMware Horizon, Quick Assist, and Zoho Assist.
- Provisioned and managed endpoints using Microsoft Intune and Workspace ONE, including desktop imaging, software deployment, patch management, and Windows 11 upgrades.
- Provisioned and managed endpoints using Microsoft Intune and Workspace ONE, including desktop imaging, software deployment, patch management, and Windows/macOS upgrades.
- Resolved network and workstation connectivity issues (TCP/IP, DNS, DHCP, VPN) to minimize user downtime..
- Partnered with infrastructure, networking, security, and telecommunications teams to resolve escalated technical issues and coordinate vendor support.
- Managed the lifecycle of enterprise IT assets, maintaining inventory in RefTab and Workspace ONE while coordinating deployments, replacements, and recoveries.
- Created SOPs and technical documentation, trained end users, and implemented process improvements that increased consistency and service delivery.
IT Support Analyst Intern
6 Months- Managed the helpdesk ticket queue and incoming calls, providing Tier 1/2 remote and hardware troubleshooting to maintain daily IT operations across Windows and Microsoft 365 environments.
- Administered user accounts, security groups, and access permissions utilizing Microsoft Entra ID (Azure AD) and Windows Active Directory.
- Accelerated a large-scale VMware Horizon VDI migration project by imaging workstations, installing critical business software, and ensuring seamless user profile transitions.
Education
Bachelor of Technology - Computer Networking
Skills
Identity & Access Management: Active Directory
Microsoft Entra ID (Azure AD)
Cloud & Productivity: Microsoft 365 (M365)
Microsoft Office Suite
Operating Systems: Windows 10/11
Windows Server
macOS
Virtualization: VMware Horizon VDI
Networking: TCP/IP
DNS
DHCP
VPN
Network Troubleshooting
Hardware & Deployment: Workstation Imaging
OS Deployment
Hardware Remediation
Printer Support
Ticketing & Asset Management: SysAid
Zendesk
IT Asset Inventory
Remote Support Tools: TeamViewer
AnyDesk
Zoho Assist
Quick Assist
Team Collaboration: Cross-Functional Alignment
Peer Mentoring
Knowledge Sharing
Operational Excellence: SLA Compliance
Process Optimization
Ticket Queue Prioritization
Customer Success: Enterprise User Relations
Escalation Management
Technical Training
Languages
English
Native or Bilingual
Urdu
Native or Bilingual
Certification
- CompTIA A+
- CCNA v7
- Microsoft Azure Fundamentals (AZ-900)
Timeline
IT Support Technician
Iconix Waterworks LP
05.2023 - 05.2026Read More
IT Support Analyst Intern
Iconix Waterworks
09.2022 - 03.2023Read More
Kwantlen Polytechnic University
Bachelor of Technology from Computer Networking
Read More