Zihad Wadud Ansari

IT Services Technician — Four Agency Worldwide

• Managed user account and access permission in Active Directory by configuring user attributes, handling group memberships, and folder-level permissions assignments for appropriate resource access.
• Conducted more than 50 device builds & updates using SCCM and Action1, ensuring the timely update deployment of operating system, application, and security patches across managed Windows devices.
• Administration across Microsoft 365 Admin Centers, including user provisioning in Entra ID, MS group and distribution list management via Exchange Admin and ensuring devices compliance on Intune Admin.

1st Line Technician — Sweethaven Computers Ltd

• Configured permission and settings through Active Directory and Group Policy on bespoke devices/users.
• Management of Windows devices with SCCM, utilising network PXE Boot for streamlined deployment, automated cumulative updates, and centralised remote control.
• Identified and resolved hardware issues, including physical connectivity problems (damaged port panels, network cables), boot-up memory errors, and HDD/SSD replacements.
• Conducted network port patching and unpatching, simultaneously ensuring accurate port assignments.
• Addressed wireless connectivity issues with WAPs (via Fortinet system controller) by performing reboots, conducting switch checks, and verifying IP assignments.

1st Line Support Analyst — Imperial College London

• Deployed as a member of the Rapid Response Team (RRT) to provide immediate first-line support for audio-visual (AV) systems and hardware machines.
• Responded to urgent requests (top priority) for technical assistance via a combination of ITSM (ServiceNow), phone (AV Emergency Line), and face-to-face support within the SLA time period.
• Managed setups for AV systems in lecture/event spaces and PC initial setups in computing rooms, ensuring AV software are operational and PC boot-up and network login tests are completed seamlessly.
• Utilised Powershell scripts to automate the network build process for Windows AV & Cluster machines.
• Conversant with the driver updates/security patches of audio-visual systems, cluster desktop machines, systems OS, and related core machine services [via Splunkbase].