Open to opportunities

Sayed Arif

@sayedarif

Experienced IT Helpdesk Technician delivering enterprise support across Windows, macOS, cloud platforms, and ServiceNow.

India

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What I'm looking for

I seek a senior IT support role in an enterprise setting where I can apply ServiceNow, AD, Office 365 and Intune expertise to deliver SLA-driven support, improve processes, and mentor junior staff.

I am an experienced Help Desk Specialist with 8+ years managing enterprise IT environments across Windows, macOS, and cloud platforms. I focus on resolving complex technical issues while maintaining SLA compliance and maximizing end-user productivity.

In senior roles I have orchestrated critical IT operations, supported operating systems, enterprise applications, email systems, and hardware infrastructure, and managed full user lifecycle processes for onboarding and offboarding.

I deploy and manage devices using Windows Autopilot and Intune, administer Active Directory, Office 365, Google Workspace, and deliver application support for AMS360, ImageRight and other enterprise applications. I am proficient with ticketing platforms such as ServiceNow, Zendesk, and Track-IT and with identity tools including OKTA and Google Admin Console.

I hold ITIL V4 certification and bring disciplined incident management, strong troubleshooting, and a customer-focused ethos to every engagement. I aim to sustain high availability, streamline support processes, and enable teams to work productively.

Experience

Work history, roles, and key accomplishments

Current

Sr IT Helpdesk Technician

Current

Suraj Infotech

May 2024 - Present (1 year 4 months)

Orchestrated critical IT operations, deploying Windows Autopilot and Intune to streamline device provisioning and deliver timely end-user support; managed user lifecycle and provided application support for AMS360 and ImageRight to maintain operational continuity.

Autopilot Microsoft Intune Active Directory Office 365 MacOS Support ImageRight Endpoint management

Helpdesk Technician

Milestone Technologies

Jan 2022 - Apr 2024 (2 years 3 months)

Resolved incoming support requests across phone, email, and portals within SLA, administering Google Workspace, OKTA, Zoom, and Genesys Cloud to ensure consistent user access and productivity.

Google Workspace Okta Genesys Zoom Active Directory Ticketing SLA Management

Service Desk Analyst

ATSG

Mar 2021 - Aug 2021 (5 months)

Managed and resolved end-user incidents using Zendesk, Track-IT, and ServiceNow while administering Office 365/Exchange mailboxes and ensuring SLA-driven follow-up and escalation.

ServiceNow Zendesk Office 365 Incident Management Email Troubleshooting SLA

Sr. Service Desk Executive

Microland

Jun 2018 - Mar 2021 (2 years 9 months)

Executed prompt resolution of ServiceNow tickets and maintained IT environments by managing systems, applications, and AD integrations to ensure performance and security aligned with SLAs.

ServiceNow Google Admin Console Active Directory Systems Administration Ticketing Systems SLA Management

Technical Associate

Sutherland Global Services

Jan 2017 - Sep 2017 (8 months)

Provided inbound chat support for AT&T users, troubleshooting service issues and delivering customer-focused technical resolutions while adhering to support processes and quality standards.

Customer Support Chat Support Troubleshooting Ticketing Service Management Communication

System Engineer

Pristine Infosolutions

Jul 2013 - Dec 2016 (3 years 5 months)

Maintained and monitored lab systems, performed OS installations and Windows performance tuning to ensure secure, up-to-date, and optimally functioning computers.

Windows OS System Monitoring Performance Tuning Troubleshooting Patch Management