Muhammad Hussain
Global Service Desk Analyst @Maximus Canada
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WORK HISTORY
Global Service Desk Analyst @Maximus Canada
ON, CA
Delivered global enterprise IT support across different countries, supporting hundreds of users in public sector environments. Ensured secure, high-availability operations by troubleshooting Microsoft 365, SaaS, ERP, network, and endpoint systems within a multi-timezone Service Desk environment.Troubleshoot and resolve hardware, software, network connectivity, and Microsoft 365 issues in a high-volume enterprise support environment.Perform IT Asset Management, including device provisioning, inventory tracking, lifecycle management, and hardware returns.Support SaaS-based enterprise applications, ERP systems, and account management platforms, assisting users with access issues, troubleshooting, and system functionality.Manage user accounts, permissions, and access control across enterprise systems, ensuring compliance with security and operational policies.Provide technical support for SCCM, Intune, ServiceNow, SharePoint, VPN, Remote Desktop (RDP), and VMware environments.Troubleshoot and support contact center platforms such as Genesys, assisting users with communication and system access issues.Participate in large-scale public and private sector IT projects, including device deployments, system upgrades, and enterprise migrations.Assist with new office setups, workstation deployments, and network room upgrades, ensuring infrastructure readiness and operational continuity.Create and maintain Knowledge Base (KB) articles, technical documentation, and troubleshooting guides to improve service efficiency and first-call resolution.Lead Service Desk operations in the absence of management, coordinating incident queues, prioritizing tickets, and ensuring SLA adherence.Collaborate with infrastructure, networking, security, and application teams to escalate and resolve complex enterprise issues.Maintain detailed ticket documentation, incident records, and service reports within ServiceNow to support ITIL-based service management practices.
EDUCATION
Acumen Academy
Certified Cisco Netwrok Administrator, Network and System Administration/Administrator
DadaBhoy Institute of Higher Education
Bachelor of Science (BS), Computer Science
ABOUT MUHAMMAD HUSSAIN
I’m an experienced IT professional with over 13 years of hands-on expertise in technical support, enterprise IT operations, and infrastructure management. Throughout my career, I have played a key role in delivering large-scale deployments, managing end-to-end device lifecycles, and supporting complex IT environments across multiple industries and regions. I specialize in IT migrations, hardware rollouts, and modern device management using tools such as Microsoft Intune, SCCM, and the broader Microsoft 365 ecosystem. I have successfully led seamless data migrations, streamlined provisioning processes, and maintained secure, stable IT operations while supporting a diverse user base. My approach focuses on minimizing downtime, enhancing system performance, and ensuring a smooth end-user experience. Known for delivering white-glove support, I have worked closely with senior leadership and key stakeholders, providing timely resolutions to critical issues and maintaining a high standard of service. I thrive in fast-paced environments where problem-solving, ownership, and adaptability are essential. My core strengths include: • Enterprise IT Support & Service Desk Operations • Device Lifecycle Management & Deployment • Microsoft Intune, SCCM & Endpoint Management • Active Directory, Entra ID & Access Management • Troubleshooting, Incident Management & Root Cause Analysis • IT Security Best Practices & Compliance Awareness • End-User Experience & VIP Support I am passionate about leveraging technology to drive operational efficiency, improve user satisfaction, and support business continuity. I continuously look for opportunities to enhance processes and deliver scalable, secure IT solutions.
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