Open to opportunities

Syed Usman

@syedusman4

Message

I resolve enterprise end-user issues across ServiceNow, identity, Windows, macOS, and cloud platforms.

India

Message

What I'm looking for

I'm looking to continue delivering L1/L2 enterprise support, improving ServiceNow and ITIL-aligned processes, resolving recurring issues, and collaborating with engineering and infrastructure teams on reliable end-user services.

I've delivered L1/L2 technical support for ICE Data Services, Cognizant, Deloitte client environments, and Knoah Solutions, resolving incidents across Windows, macOS, Office 365, VPN, authentication, hardware, and network connectivity. I manage ServiceNow tickets end to end, drive first-contact resolution, and work closely with engineering and infrastructure teams on escalations.

I've also configured ServiceNow workflows, CMDB assets, service catalog items, SLAs, and Active Directory integrations while supporting identity administration through Active Directory, Entra ID, Intune, MFA, RSA, VMware, and Citrix. I bring ITIL-aligned problem management, root-cause investigation, and practical support for global enterprise users.

Experience

Work history, roles, and key accomplishments

Client Support Analyst

ICE Data Services India Pvt Ltd

Jun 2025 - Jan 2026 (7 months)

Provided comprehensive L1/L2 technical support across enterprise platforms, ensuring fast and accurate resolution of incidents and service requests. Conducted deep-dive troubleshooting of Windows systems, Office 365, VPN, network connectivity, application errors, and authentication issues.