Open to opportunities

Faisal Saad

@faisalsaad

Message

I am an IT Support Executive skilled in Microsoft 365, Intune, Defender, and device management.

Bangladesh

Message

What I'm looking for

I'm seeking a technical support or IT operations role managing Microsoft 365/Intune environments, improving incident response and automation, mentoring users, and strengthening security within a collaborative, growth-oriented team.

I am a results-driven IT Support Executive with hands-on experience managing Microsoft 365, Intune, Defender, and enterprise device fleets. I focus on resolving complex technical issues while improving operational efficiency.

I have provided remote Tier 1 and Tier 2 support and held roles at Apptriangle Ltd, WaTheta Limited (a Meta Business Partner), and Doin Tech, where I executed Microsoft Defender implementations and led technical support efforts.

I work extensively with Helpdesk platforms (Freshdesk, ZohoDesk, Zendesk, ServiceDesk), RMM and endpoint tools (Kaseya, Datto RMM), and workflow tools like JIRA and BORDIO, alongside macOS, server and patch management.

I create technical documentation, facilitate customer training, collaborate with developers to resolve recurring faults, and maintain calm during escalations; I also hold British Council spoken and listening & writing course certificates.

Experience

Work history, roles, and key accomplishments

Current

IT Support Engineer

Current

AppTriangle Ltd

Jan 2023 - Present (2 years 8 months)

Delivered remote Tier 1 and Tier 2 IT support for hardware, software, and security issues, monitoring ticket resolution via Freshdesk, Zendesk and ServiceDesk to improve operational efficiency. Maintained configuration documentation and performed regular system maintenance using M365, Intune, Defender and Datto RMM.

Intune Microsoft Defender Datto RMM Freshdesk Zendesk Service Desk Jira

Lead Technical Support Engineer

WaTheta Limited

Jan 2024 - Jan 2025 (1 year)

Led technical support for Microsoft Intune, Entra and Defender implementations and created technical documentation to standardize processes. Facilitated customer training on product usage and collaborated with developers to resolve recurrent faults for WhatsApp Business API and automation tools.

Microsoft Intune Microsoft Defender Technical Documentation Training WhatsApp Business API Automation Tools

Technical Support Engineer

Doin Tech

Jan 2023 - Jan 2024 (1 year)

Diagnosed and resolved technical issues for clients across private and public networks, providing timely remote support and computer diagnostics to minimize downtime. Responded to customer inquiries via phone and email and used de-escalation techniques to manage challenging interactions.

Remote Support Troubleshooting Customer Support MacOS Problem Analysis SQL