Summary
Work History
Skills
Timeline
Languages
Overview
Education
Generic
FAHAD AHMAD

FAHAD AHMAD

PREMIER SUPPORT ENGINEER
Dubai,Dubayy

Summary

As a Premier Support Engineer with 5+ years’ experience, I deliver L3‑level EUC and hybrid‑cloud solutions for enterprise clients (2,500+ endpoints supported). My passion lies in automating deployments (Autopilot, PowerShell) and enforcing security (BitLocker, Conditional Access) to achieve 98–99% SLA compliance.

🔹 Expertise: Microsoft 365/E5 • Intune • Azure AD • Windows Autopilot • AppLocker • Active Directory • ServiceNow

🔹 Achievements:

• Cut Windows provisioning times by 35% via Autopilot workflows

• Improved endpoint security compliance by 40% with BitLocker/AppLocker policies

• Resolved 300+ Tier‑3 incidents (Azure AD sync, BitLocker recovery) in replicated VM labs

Work History

M365 Technical Advisor Level III

SHERWEB
09.2024 - 02.2025
  • Company Overview: PREMIER MICROSOFT CLOUD SOLUTIONS PROVIDER
  • Led end-to-end deployment of Microsoft 365 E5 and Intune for 2,500+ endpoints, resolving hybrid Azure AD join failures and reducing provisioning time by 35% via Windows Autopilot automation.
  • Configured Conditional Access policies to enforce MFA and device compliance, aligning with aviation security regulations.
  • Centralized app management for 1,200+ devices using Intune Company Portal, deploying LOB apps (Win32/MSIX) and enforcing App Protection Policies to secure sensitive data.
  • Reduced app deployment time by 25% through PowerShell automation.
  • Resolved kiosk mode configuration conflicts via registry debugging and GPO precedence adjustments.
  • Owned 200+ Premier Support cases for Microsoft 365/Intune, achieving 99% SLA compliance through advanced troubleshooting (GPResult, RSOP, Azure Monitor).
  • Automated 50+ workflows for compliance reporting and policy enforcement, saving 200+ annual hours.
  • PREMIER MICROSOFT CLOUD SOLUTIONS PROVIDER

Microsoft Support Engineer

CONCENTRIX
12.2022 - 06.2024
  • Company Overview: GLOBAL CUSTOMER ENGAGEMENT SERVICES
  • Automated 800+ kiosk deployments using Windows Autopilot and Microsoft Defender, reducing manual configuration time by 70%.
  • Enforced BitLocker and AppLocker policies, boosting endpoint security compliance by 40%.
  • Onboarded 1,000+ devices to Microsoft Defender for Endpoint, enabling proactive threat detection and reducing breaches by 30%.
  • Conducted Endpoint Analytics to identify and remediate misconfigured security baselines.
  • Resolved 300+ Tier-3 cases (e.g., Azure AD sync failures, Windows Update errors) using Azure VMs for environment replication.
  • Collaborated with Microsoft engineering teams to resolve critical outages for clients like HCL and AirIndia, achieving zero downtime.
  • GLOBAL CUSTOMER ENGAGEMENT SERVICES

Technical Support Executive

ASTRIX DIGITAL MEDIA
08.2019 - 10.2022
  • Streamlined Azure AD user provisioning and MFA configurations for 50+ SMEs, reducing synchronization errors by 50%.
  • Deployed Windows 10/11 via Intune, cutting setup time by 30% through automated app packaging.
  • Troubleshot Office 365 Click-to-Run errors using Office Deployment Tool customizations.
  • Authored 100+ KB articles to improve team resolution rates by 20%.

Skills

MICROSOFT 365

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Timeline

M365 Technical Advisor Level III

SHERWEB
09.2024 - 02.2025

Microsoft Support Engineer

CONCENTRIX
12.2022 - 06.2024

Technical Support Executive

ASTRIX DIGITAL MEDIA
08.2019 - 10.2022

Bachelor’s - Mechanical Production

Aligarh Muslim University
2016.06 - 2019.06

Languages

English
Advanced (C1)
Urdu
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)

Overview

5
5
years of professional experience
3
3
years of post-secondary education

Education

Bachelor’s - Mechanical Production

Aligarh Muslim University
Aligarh Muslim University
2016.06 - 2019.06

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