Faizan Ahmad Khan
IT Service Desk Analyst @Drax Group
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WORK HISTORY
IT Service Desk Analyst @Drax Group
Vancouver, BC, CA
Provides Tier 1 and Tier 2 technical support to end-users, efficiently managing incidents and service requests through the Halo ticketing system- Administers Microsoft 365 and Exchange environments, overseeing user accounts and ensuring optimal functionality for communication and collaboration tools- Utilizes Azure and Intune for user provisioning and access management, enhancing support for cloud services and streamlining operational workflows- Manages Active Directory (AD) attributes to facilitate user account creation, modifications, and troubleshooting, ensuring data integrity and access control- Diagnose and resolves hardware and software issues, including supporting Logitech equipment in the boardroom to ensure seamless meetings and presentations- Provides guaranteed user satisfaction with in office and remote support to over 500+ employees within North America (Canada and US)- Maintains comprehensive documentation of support processes and resolutions, contributing to knowledge base articles to improve team efficiency and service quality- Effectively training multiple new hires.
EDUCATION
Wilfrid Laurier University
Computer Science Honours
SKILLS
ABOUT FAIZAN AHMAD KHAN
Dynamic IT Operations Analyst with hands-on experience supporting enterprise environments…
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