Hasrat Ali

Hasrat Ali is MCSE Certified Professional having 8+years of IT experience, now looking forward to Position within IT Infrastructure/Management.

Hasrat

Ali has an Almost 8+ years of experience in IT Infrastructure operations &

• Technology support. His niche experience includes managing end to end IT Infrastructure operations &

• Technology Support, building Stakeholder relationships, managing customer expectations, & lastly people management. Mostly throughout his career he has worked within Airport Operation, Oil & gas and Financial Services Organizations (BFSI domains – Mumbai Airport, Qatar Fertilizer &

• Cover More Travel Insurance &

• Medical Assistance). Have a good experience of setting up the technical Service desk environment and good understanding of using Service desk tools like Manage Engine, Altiris &

• Service Now being the latest one. He has a flare for doing things with a process driven approach.

Managed Services – System Administrator - Vinebrook Technology (US MSP) - 100% Remote, Work from Home

(2025-05)

Client Name: Mostly Health industry.

EUC Windows Consultant (Global Support) - Yoda Tech Pty Ltd - 100% Remote, Work from Home

(2021-05 - 2024-12)

Client Name: ASM Home | ASM (Semiconductor Company - US)

• Manage user identities, access controls, and authentication within Microsoft Entra ID (Azure AD)
• Configure and manage Conditional Access policies and Multi-Factor Authentication (MFA)
• Manage user accounts and permissions across tools such as Google Workspace, Slack, GitHub, Jira, Zoom, and cloud infrastructure (AWS, GCP, Azure)
• Troubleshoot SSO, authentication, and directory synchronization issues with Azure AD Connect
• Support role-based access control (RBAC) and Privileged Identity Management (PIM)
• On boarding of new users
• Assigning User Licenses to users for endpoint configuration
• Create, edit or delete Azure Active Directory (AAD) User and Device groups
• Deploy and manage Windows, macOS, iOS, and Android devices using Microsoft Intune
• Configure compliance policies, configuration profiles, and Windows Autopilot deployments
• Troubleshoot application deployments, conditional access policies, and device compliance issues
• Provide support for Mobile Device Management (MDM) and Mobile Application Management (MAM)
• Hands on experience with support for Microsoft 365 products
• Experience and Understanding of Microsoft Endpoint Configuration Manager, Azure AD, Enterprise Mobility + Security, Intune, email flow, filtering, white/blacklist, rules, and routing
• Extensive knowledge and experience managing and supporting Microsoft 365 services. Exchange Online Teams OneDrive for Business SharePoint
• Experience managing Microsoft Endpoint Configuration Management (Intune)
• Experience in managing on-prem Active Directory, Azure Active Directory, and Azure AD connect
• Basic knowledge of PowerShell cmdlet and scripting (development and optimization)
• Knowledge and understanding of Group policy
• Experience of Microsoft Defender for O365 Microsoft Defender for Endpoint
• Strong knowledge and understanding of M365 supporting technologies including but not limited to; Active Directory, DirSync Azure Active Directory, Conditional Access Policies, Intune, Azure SSO and MFA
• M365 (Teams, SharePoint, OneDrive, Exchange, Office) Deployment, Administrator and support
• Collaborate on automation tasks to minimize repetitive work
• Coordinate with vendors for warranty/quote repairs and on-site repair services
• Prioritize and manage hardware/accessory issuance from the store queue based on incidents and service requests
• Image laptops and desktops during initial deployment, maintenance, and end of life replacements, whilst maintaining the IT Assets inventory
• Provide installation and basic troubleshooting of core 2D and 3D drafting products including Revit, AutoCAD, 3ds Max as well as other graphics design and rendering software such as, and Adobe Creative Cloud products
• Configuration and Manage office 365 and Exchange 2010 for end users
• Providing L2 level support to resolve internet issue, outlook, Application, MS Office, printer and System issue over the VNC software, Kaseya and Team Viewer
• Receiving, logging and managing calls from domestic & international user
• Good understanding of ITIL Practices
• Worked on the call logging application Naverisk, ServiceNow & Manage Engine
• Take care of Critical Service request and resolved the same in time
• Highlight the incidents which are pending from Customer Side
• Work as per SLA
• Daily reporting to immediate Manager
• Good team player to manage people management
• Working as an automation/code first approach to ensure the consistency and integrity of the Windows EUC platform
• Provide administrative support for new starters, leavers, transfers and general account administration functions
• Ensure all services for new hire on boarding are completed such as: AD and mail account creation; access to requested software applications; file share, home drive and printer access are provisioned
• Complete File share access requests such as: add/change/delete shares; Active Directory (AD) group permissions to access shares
• End to end ownership of all account administration service requests and highlight any issues to senior members of the team
• Manage the service operations of Microsoft infrastructure, including Exchange, Active Directory, and Windows Servers
• Perform installation, upgrades, and maintenance of Microsoft infrastructure components
• Administer Active Directory, including user and group management, Group Policy configuration, security, and access control
• Ensure the operational health of the infrastructure, focusing on security, availability, performance, and reliability

Service Desk Engineer L2 - 1ict India Pvt Ltd (Australian MNC) - Gurgaon, Haryana

(2018-02 - 2020-09)

• Install, upgrade, support, and troubleshoot Windows 11 and Microsoft Office versions and other authorized desktop applications
• Server maintenance task check for performance CPU utilization and critical event fixes
• Knowledge and experience in AD, DNS, DHCP and Group Policy
• Worked on various Server OS like 2003, 2008, 2012 and 2019
• Automate repetitive tasks using MS power Automate
• Apple IOS installation, configuration, and troubleshooting
• Active Directory user and group administration
• Audio Visual and video conference technologies and hardware
• Knowledge of network protocols such as SMTP, IMAP, POP3
• Supervise and control the update of patches, anti-virus and tools on all laptops
• Remote/Secure access & VPN solutions (particularly FortiClient)
• WAN/LAN Technologies
• Service Desk call logging software (ServiceNow)
• Contribute to the implementation and maintenance of the IT system (e.g. organisation of the users' workstations, management of shared resources, backups, check-ups, management of users' domains, installation and upgrading of hardware and software, etc.)
• Wi-Fi Technologies (specifically Meraki)
• Desktop Imaging (Windows & Mac)
• Microsoft Office 365 administration
• Mobile Telephony (IOS and Android)
• Follow-up the hardware problems with IT material delivered from Headquarters (laptops, servers and videoconference material) – opening – follow-up and closure of incidents with the helpdesk delegations
• Installing and Configuring VPNs on end-user systems
• Troubleshooting basic network-related issues and WIFI issues
• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
• Troubleshooting network connectivity in a LAN/WAN environment
• Requesting and coordinating vendor support

Global IT Service Desk Analyst - Cover More Insurance Company (Australian MNC) - Mumbai

(2015-02 - 2017-12)

• Troubleshoot and resolve the issues for which users connect with the ServiceDesk
• Analyze the tickets to ensure they are resolved right first time and avoid unnecessary ticket hops
• Analyze and highlight any issues which needs to be raised as Major Incident to the Lead or Incident Manager basis the criteria
• Keep track of the tickets and follow the 3-strike policy and keep the user updated on the status of the tickets apart from following up with them on resolution status
• Identify the right categories / sub-categories for the issues to ensure the tickets are created, resolved / routed under right category/sub-category
• Update and Maintain IT asset inventory and service catalogue items and ensure the availability of relevant services across the group
• Updating Knowledge base articles
• Incident queue management
• Being the Technical point of contact
• Creating and updating Known Error documentation
• Create tickets [Incidents / Requests] and follow up