Zourawar M

EDUCATION

BSc Electrical Engineering Technologies, University of the Punjab, Pakistan (Sep 2016 – Aug 2019)

WORK EXPERIENCE

Security Consultant/Security & IT Support Engineer (Level 1 & Level 2) @ ATSG, USA (Sep 2023 – Dec 2024)

• Deployed and managed Microsoft security stack solutions, including Defender for Endpoint and Sentinel, enhancing threat detection and response across enterprise environments.
• Configured Microsoft Copilot to automate security workflows, reducing manual intervention and optimizing endpoint monitoring.
• Implemented Intune security baselines and compliance policies, ensuring streamlined endpoint protection and management.
• Improved organizational email security and productivity through Exchange Online optimization.
• Developed and enforced Conditional Access and MFA policies in Azure AD, strengthening identity and access controls.
• Achieved a 30% reduction in security incident response time by automating detection and escalation workflows in Microsoft Sentinel.

Cloud Technical Specialist @ Zones LLC, USA (Oct 2021 – Sep 2023)

• Designed and deployed Microsoft 365, Intune, and Azure AD solutions to support enterprise cloud adoption strategies.
• Automated manual processes using PowerShell, improving efficiency and reducing task completion time by 30%.
• Led the migration of on-premises infrastructure to SharePoint Online and Azure with zero data loss and minimal disruption.
• Oversaw the implementation of security and compliance protocols, including DLP policies and email encryption, to protect enterprise data integrity.
• Conducted training workshops on Microsoft security solutions, enhancing internal teams’ proficiency and adoption rates.

Customer Service Ambassador @ Red Signal, Pakistan (Mar – Sep 2021)

• Provided high-quality support across email, chat, and phone, achieving a 95% resolution rate for customer queries.
• Streamlined order management, returns, and escalations, improving overall operational workflows.
• Collaborated with technical teams to troubleshoot and resolve complex customer issues efficiently.

Technical Support Representative @ Microsoft Concierge, Pakistan (Mar 2019 – May 2020)

• Delivered frontline technical support for Microsoft products, ensuring accurate issue resolution and high user satisfaction.
• Created standardized troubleshooting documentation to streamline support processes and knowledge sharing.
• Resolved recurring product issues, contributing to improved service efficiency and customer experience.

Customer Service Representative @ Mindbridge Private Limited, Pakistan (Sep 2015 – Mar 2019)

• Handled a high volume of customer interactions professionally, consistently meeting KPIs and maintaining high-quality service benchmarks.
• Identified and implemented process improvements, increasing customer satisfaction and retention.

SKILLS

• Cloud & Security: Microsoft 365, Google Workspace, Azure, Microsoft Defender, Microsoft Sentinel.
• Device Management: Microsoft Intune, Configuration Manager (SCCM).
• Collaboration & Productivity: SharePoint Online, Microsoft Teams, Microsoft Copilot.
• Automation & Scripting: PowerShell, KQL.
• IT Service Management: JIRA, Oracle PeopleSoft.
• Identity & Access Management: Azure AD, Conditional Access, MFA, SSO.

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