JUnaid Abrar
@junaidabrar
Senior IT service management engineer with 5+ years' incident, AD, O365, and deployment expertise.
IndiaWhat I'm looking for
I am a Senior IT Service Management professional with over five years of experience supporting data-sensitive, process-driven industries including travel, real estate, and engineering. I have hands-on expertise in incident management, ServiceNow, Active Directory, O365/Azure services, SCCM, Intune, VDI/RDP/VPN, and new-hire provisioning across global regions.
I have acted as a shift lead and single point of contact for clients, managing escalations, deployments, and SLA-driven ticket resolution while improving operational efficiency. I am collaborative, analytical, and focused on reliable service delivery and timely incident resolution.
Experience
Work history, roles, and key accomplishments
Senior Engineer
Ascendion
May 2024 - Present (2 years 1 month)
Provide incident management and end-user support for LoanDepot employees via calls, tickets, email and chat; manage AD, VDI, RDP, VPN, O365/Intune/MFA, SCCM deployments and initiate P1–P3 bridges for wide-impact incidents.
System Engineer
CGI
Dec 2021 - Apr 2024 (2 years 4 months)
Served as IT service desk SPOC for client Atkins Realis, managing software deployments, SCCM troubleshooting and user access provisioning including new-hire profile, shared drives, mailboxes and printer mapping.
Senior Analyst
Altisource
Oct 2017 - Dec 2021 (4 years 2 months)
Managed service requests and incidents using ServiceNow, acted as shift lead to define shift strategy, monitor call/ticket/email/chat queues and clear backlog to prevent SLA breaches.
Provided customer support for prepaid and postpaid telecom customers, handling billing issues and refund procedures to resolve customer disputes.
Education
Degrees, certifications, and relevant coursework
JUnaid hasn't added their education
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Availability
Location
IndiaAuthorized to work in
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