Zohaib Ashraf

Desktop Support Engineer @HCLTech

Milan, IT

Provided L1/L2 desktop support,resolving hardware,software,printer and peripheral issues for end users in enterprise environments.Installed, configured, and maintained Windows based systems,performed OS imaging,driver updates and software deployments.Managed user accounts,permissions and group policies through Active Directory and handled mailbox setups via Microsoft Exchange/Outlook.Provided Tier 1 & Tier 2 technical support documenting incidents in ITSM ticketing systems like ServiceNow, Remedy and Jira.Ensured timely resolution of tickets within defined SLAs and contributed to documentation of technical procedures and knowledge base articles.Administered Active Directory (AD) by handling user account creation, group policy management (GPOs), access control, and password resets to ensure secure authentication.Utilized network monitoring tools such as SolarWinds and Wireshark for proactive issue detection and resolution.Managing the full project execution cycle including initiation,planning,execution,monitoring, and closure.Ensured timely delivery of project milestones through effective coordination,risk management and stakeholder communication.

Government College University, Faisalabad

Bachelor of Science - BS, Electrical (telecommunications) Engineering

Università degli Studi di Palermo

Master's degree, Electronics Engineering (Robotics & Mecatronics)