Ebadullah Khan Dubai

Provide direct customer-facing Tier 1 and Tier 2 technical support across multiple managed-service client environments, owning incidents and service requests through resolution or documented escalation. Monitor and manage client endpoints using N-able N-central and Datto RMM, and administer Microsoft 365 services.

Led IT support operations and ticketing workflows, providing technical support and escalation assistance across business operations. Administered Microsoft 365, including Exchange Online, SharePoint, OneDrive, Teams, and Entra ID identity and access management.

Improved IT support workflows and ticket handling, reducing issue resolution time by 30%. Delivered advanced end-user and infrastructure support, reducing downtime by 25% and improving operational efficiency by 15%.

Configured and supported software, workstations, and networking systems with a 98% implementation success rate. Diagnosed hardware, software, and network issues, reducing service disruptions by 30% and improving system reliability.

Managed Microsoft 365, Azure AD, VMware, and Hyper-V environments to maintain reliable day-to-day IT operations. Delivered Level 1, 2, and 3 support across infrastructure, endpoints, applications, and user issues.

Provided hardware, software, and user support while maintaining a 98% computer functionality rate through proactive maintenance. Maintained IT inventory records covering hardware, software, and manual acquisitions with 100% tracking accuracy.

Pursued a Bachelor of Science in Software Engineering.