Osama Rais

Service Desk Analyst @eHealth Saskatchewan

Regina, SK, CA

Support Windows 10/11 systems, including user access, configurations, and system-related problems• Manage Active Directory tasks such as password resets, account • ⁠ Support Windows 10/11 systems, including user access, configurations, and system-related problems• Manage Active Directory tasks such as password resets, account unlocks, and access management• Troubleshoot workstation, network printer, and basic LAN/WAN connectivity issues• Use remote support tools to diagnose and resolve end-user issues• Log, track, and update incidents and service requests in ticketing systems while meeting SLA targets• Escalate complex issues to Tier 2/3 teams with detailed documentation• Support Microsoft 365 applications (Outlook, Teams, OneDrive) and collaboration tools• Assist during major incidents (e.g, outages) and provide timely updates to users• Follow ITIL processes for incident, request, and change management• Maintain documentation and contribute to knowledge base improvements unlocks, and access management• Troubleshoot workstation, network printer, and basic LAN/WAN connectivity issues• Use remote support tools to diagnose and resolve end-user issues• Log, track, and update incidents and service requests in ticketing systems while meeting SLA targets• Escalate complex issues to Tier 2/3 teams with detailed documentation• Support Microsoft 365 applications (Outlook, Teams, OneDrive) and collaboration tools• Assist during major incidents (e.g, outages) and provide timely updates to users• Follow ITIL processes for incident, request, and change management• Maintain documentation and contribute to knowledge base improvements

Commecs College

Intermediate, Pre-Engineering

Iqra University (Official)

Bachelor of Science - BS, Computer Science

Karachi Public High School

Matriculation, Computer Science