Badrealam Mukardamwala

Customer-focused IT Support and Desktop Services leader with 10+ years of progressive experience managing service desk operations, hardware deployment, and IT asset lifecycle in fast-paced, compliance-driven law firm and enterprise environments. Proven track record owning Tier 1–3 ticket queues, driving SLA/KPI compliance, and generating reporting and insights on response times and user satisfaction to continuously improve the end-user experience. Hands-on expertise across Windows and macOS endpoint deployment, hardware and peripheral troubleshooting, and full IT asset management — from onboarding provisioning through equipment moves, storage, and disposal. Skilled at standardizing documentation and workflows in partnership with desktop engineering and asset management functions, and at mentoring Tier 1 staff to raise first-call resolution and technical proficiency. Strong communicator able to translate technical issues for non-technical stakeholders, with additional depth in identity & access management (Microsoft Entra ID, Intune, SSO/MFA) and SaaS administration. Passionate about building a customer-centric support culture and continuously identifying process efficiencies.