Muhammad Azeem

Technical Support Analyst

Numecent

Mar 2025 - Present • 1 yr 7 mos

• Technical: Provide Tier 2/3 technical support for enterprise customers, troubleshooting complex applications, infrastructure, networking, and deployment issues across Windows and cloud environments. • Root cause Analysis (RCA): Analyze application logs, system events, and customer environments to identify root causes, resolve incidents, and improve application performance and reliability. • Infrastructure Design: Design and implement technical solutions based on customer requirements, including application deployment, configuration, integration, and infrastructure optimization. • Managed IT Infrastructure: Administered and maintained Windows Server 2019/2022, Active Directory, Azure Active Directory (Entra ID), and hybrid identity solutions, including user provisioning, Group Policy management, DNS, DHCP, and authentication services. • Advance diagnostic: Performed advanced troubleshooting of Windows Server, Active Directory, networking (TCP/IP, DNS, DHCP, HTTP/HTTPS), virtualization, and storage-related issues using diagnostic tools including Process Monitor, Event Viewer, Performance Monitor etc. • Knowledge Base: Produced comprehensive technical documentation, infrastructure diagrams, standard operating procedures (SOPs), knowledge base articles, and deployment guides to support operational excellence.

System Engineer

GCS Pvt

Jan 2022 - Feb 2025 • 3 yrs 1 mo

• Managed IT Infrastructure: Administered and optimized IT infrastructure for hosted clients, overseeing cloud services and security solutions across 200+ virtual machines hosted over AWS, Azure and VMWare esxi cloud. • Office 365 Administration: Led the administration of Office 365 and Microsoft Exchange for 100+ clients, executing seamless email migrations and maintaining high-security configurations. • Google Workspace Administration: Managed organization-wide Google Workspace for seamless collaboration, file sharing, security configurations, and user access. • • System Security: Identified and mitigated potential vulnerabilities, applied critical patches, and ensured robust system security. • Slack and Microsoft Teams Administration: Managed Slack and Microsoft Teams applications to facilitate efficient team communication, collaboration, and integration with other tools. • Network Services: Configured and maintained Active Directory, DHCP, DNS, RAID configuration, SAN storage and VPN services. • Disaster Recovery: Conducted daily server health checks and monitored backup jobs using Veeam Backup and replication to ensure data integrity and disaster recovery readiness. RingCentral Administration: RingCentral for unified communication solutions, ensuring seamless integration, reliable performance, and optimal functionality. • Customer Support: Responded to IT support requests via ConnectWise, ensuring SLA compliance and delivering high-quality customer service. • Network Support (Level 1 & Level 2): Provided network configuration and troubleshooting support for routers, wireless controllers, and firewalls, ensuring optimal performance, security, and resolution of connectivity issues.