Rasul Khan

I’m an IT Support Engineer with 2.2 years of experience delivering technical support through service desk operations and incident management. I focus on fast, structured troubleshooting across hardware, software, networking, and access-related issues to keep users productive and aligned with SLA expectations.

I’ve supported enterprise customers across multiple channels at Level 1 and Level 2, resolving 15+ incidents daily while maintaining SLA compliance. I investigate authentication, access management, and billing-related problems using root cause analysis, then translate findings into practical knowledge base articles and SOPs to reduce repeat issues.

I’m strong in Identity & Access Management, including Active Directory user provisioning, password management, account unlocks, permission modifications, and access verification. I also provide SSO and MFA support to strengthen authentication flows and improve secure access for end users.

On the collaboration and cloud side, I troubleshoot Microsoft 365 productivity issues across Outlook, Teams, OneDrive, and Exchange Online. I’ve also worked with ServiceNow (and Salesforce for incident lifecycle support), plus networking fundamentals like TCP/IP, DNS, DHCP, VPN, LAN, and Wi‑Fi troubleshooting to ensure continuity for multi-shift teams.