Sohum User

I’m a Dedicated and proactive IT Support Analyst with 6+ years of experience delivering Tier 1 / Tier 2 technical support across Windows 11 and macOS environments. I troubleshoot hardware, software, and network-related incidents while administering Microsoft 365 services like Exchange Online, Teams, OneDrive, and SharePoint, including MFA and user lifecycle actions in Microsoft 365 Admin Center.

My work also focuses on scalable endpoint and identity operations—administering Microsoft Intune / Endpoint Manager, managing Azure AD / Microsoft Entra ID provisioning, and securing remote access using F5 Big-IP Edge Client. I’m ITIL-aligned in Incident, Problem, and Change Management, and I consistently improve documentation and runbooks through Root Cause Analysis and knowledge articles to reduce ticket resolution time.