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Wissam Hammoud

@wissamhammoud

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Detail-oriented IT support specialist skilled in Azure AD, Intune, and service desk operations.

United States

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What I'm looking for

I am seeking a fully remote or hybrid Service Desk or IT Support role where I can apply Azure AD, Intune, and endpoint management skills, work in a customer-focused culture, and grow into expanded cloud or operations responsibilities.

I am an IT support specialist with 3+ years of MSP and enterprise experience supporting Azure AD, Intune, Office 365, Windows Server, and endpoint management. I consistently resolve complex technical issues in fast-paced, ticket-driven environments while maintaining high customer satisfaction and following ITIL best practices.

I have managed 500+ endpoints, streamlined device imaging and policy enforcement to improve onboarding, and reduced ticket resolution time by 20% through effective troubleshooting and escalation. I seek a fully remote or hybrid Service Desk or IT Support role where I can apply technical expertise, clear communication, and a customer-first mindset to drive secure, reliable operations.

Experience

Work history, roles, and key accomplishments

Technical Support Analyst

NTT

Apr 2024 - Mar 2025 (11 months)

Managed 500+ endpoints for hybrid and remote users, streamlined imaging and Intune policy enforcement to improve onboarding, and reduced ticket resolution time by 20% through escalated issue remediation and ITIL-aligned ServiceNow processes.

Azure AD Intune MFA Conditional Access ServiceNow Imaging Incident Response

Technical Support Representative

NTT

Jan 2022 - Apr 2024 (2 years 3 months)

Provided Tier 1–2 support handling 30+ tickets daily for system access, application and hardware troubleshooting, supported Intune-managed devices and managed user lifecycle in Azure AD and on-prem AD.

Intune Azure AD Ticketing Active Directory SLA Management

Store Manager

Einstein Bros. Bagels

Jan 2015 - Jan 2021 (6 years)

Oversaw daily store operations, vendor management, and POS systems, and trained staff on technology use to improve transaction efficiency and operational reliability.

Vendor Management Staff Training Operations Management Customer Service Inventory Control