Mohammed Shahid

Provided Level 2 support for hardware, software, network, and Intune issues on endpoints, consistently meeting SLAs and reducing resolution times by 25%. Resolved application deployment failures, policy conflicts, and configuration errors in Windows environments, supporting Autopilot and Azure AD Join processes. Collaborated with Security, Network, and Infrastructure teams on technology rollouts and maintained accurate ITSM records for incidents, requests, and changes. Developed and documented SOPs and knowledge base articles, assisted with compliance policy enforcement, configuration profiles, and application packaging across multiple platforms.