Windows Server Technical Support

MOHAMED DAWOUD

**** **** *. ******* ****, Jersey City, New Jersey, 07306 / 157 Meriline Ave, Woodland Park, New Jersey, 07424.

+1-973-***-**** ************@*******.*** LinkedIn Profile Portfolio PROFESSIONAL SUMMARY

Experienced System Administrator with 7+ years of expertise in managing and maintaining IT infrastructure, including Windows Server, Linux, and Azure cloud environments. Proficient in system configurations, software installations, patch management, and troubleshooting complex hardware and network issues. Adept at deploying and managing Active Directory, SCCM, and O365 environments, ensuring high system availability and performance. Strong focus on security measures, including implementing compliance standards and managing backups and disaster recovery solutions. Proven ability to provide both on-site and remote technical support.

TECHNICAL SKILLS

• Windows Server Administration

• Ubuntu Proficiency

• MacOS Proficiency

• Cisco Meraki Support

• FortiGate Administration

• VPN Management

• VMWare & Hyper-V Administration

• Proficient in Azure AD

• PowerShell Scripting

• N-Central Monitoring

• Sentinel One Implementation Skills

• Nessus Vulnerability Assessment

• NMAP Proficiency

• Alert Logic Splunk Analysis

• Compliance Portal Administration

• Connect Wise Platform Expertise

• ServiceNow Proficiency

• Windows Server Backup Solutions

• NAS System Management

• Symantec Backup Software

• SCCM Administration

• O365 Application Expertise

• Windows Server Support

• Internal Auditing

• Reporting skills

• Documentation Review

• Operations Support

• Multitasking

• Compliance Testing

• Teamwork and Collaboration

• Go to Assist

EXPERIENCE

Information Technology Analyst

Five Rivers IT Inc. - Rochelle Park, NJ - 01/2024 - 09/2024 Reset and manage user accounts in Azure Active Directory (AD) and on-premises AD, including password resets, account unlocks, and Multi-Factor Authentication (MFA) issue resolution. Provide advanced troubleshooting for AD account lockouts, group membership configurations, and file-sharing failures.

Resolve user access issues in cloud platforms such as Azure and Office 365. Deploy standard software packages using SCCM or Intune, adhering to predefined configurations.

Log incidents and service requests in ConnectWise, escalating unresolved or complex issues to Tier 3 support.

Diagnose and resolve advanced hardware, software, and network issues, including Windows 11 driver conflicts, group policy errors, and system crashes. Manage and troubleshoot SCCM deployments, including application packaging, patching, and device collections.

Perform system updates, patches, and configurations requiring advanced expertise. Maintain system logs and provides detailed documentation of resolutions and processes. Collaborate with technical teams to address escalated problems and ensure timely resolutions. Partner with stakeholders to define project requirements and scope, assisting with the deployment and integration of new IT systems.

Analyze system performance metrics and generate detailed reports for management. Ensure data integrity, security, and compliance with relevant regulations and standards. Ensure data accuracy, security, and compliance with relevant regulations. IT Field Support Admin

Accenture - Client AICPA - New York, NY - 03/2023 - 12/2023 Installation and Configuration: Installed and configured computer hardware, operating systems, and applications for optimal performance.

Technical Support: Provided support for various IT issues, enhancing system functionality for users. Peripheral Setup: Set up printers, scanners, modems, routers, and switches for seamless connectivity.

PC Deployment: Deployed new PCs across sites following standard procedures. VIP Support: Delivered technical support to VIP clients onsite and remotely using tools like LogMeIn, Teams, and Zoom.

Device Management: Used SCCM, Intune, and Azure for device configuration and software installation.

Troubleshooting: Collaborated with third-level support to diagnose and resolve hardware, software, and networking issues.

Security Measures: Implemented security protocols and educated VIPs on cybersecurity best practices.

O365 Management: Managed synchronization of devices with O365 for easy access to data. Customer Satisfaction: Ensured smooth updates and patches, maintaining high user satisfaction. Documentation: Recorded support activities and generated performance reports. Account Management: Assisted with password resets, account unlocks, and basic Active Directory tasks.

Deployment Compatibility: Verified compatibility of Windows 10/11 systems with Autopilot. SLA Compliance: Managed SLAs for timely responses and ticket resolution accountability. Policy Compliance: Adhered to information security policies to protect sensitive data. IT System Admin

New York Life Insurance Company - Jersey City, USA 02/2022 - 02/2023 System Installation and Maintenance: Installed, configured, and maintained computer systems and networks for optimal performance.

Troubleshooting: Resolved hardware and software issues on desktops, laptops, mobile devices, and printers to minimize disruption.

Ticket Management: Managed escalated support tickets using ServiceNow, analyzing root causes and implementing solutions.

Remote Assistance: Provided remote support via GoToAssist, Teams, and RDP, as well as onsite assistance when needed.

Software Management: Installed and configured software applications using SCCM and Active Directory (AD) policies, ensuring compliance. Device Management: Managed user devices, ensuring synchronization with O365 and performing backups for OneDrive and shared files.

Network Connectivity: Addressed network issues using FortiClient and Cisco VPN, managing user accounts and access rights.

Software Updates: Implemented security measures and updates through Group Policy and Intune to maintain system integrity.

Asset Management: Tracked inventory of physical assets, including servers, routers, and switches for effective management.

User Training: Developed training materials to enhance end-user competency and reduce support requests.

Senior IT Specialist (Overseas Experience)

Overseas Experience - Kuwait and Cairo, Kuwait and Egypt - 12/2015 - 10/2021 Technical Support & Troubleshooting: Provided timely support, diagnosing and resolving hardware, software, and network issues, minimizing downtime, and improving user productivity.

System Installation & Configuration: Led the installation and configuration of Windows operating systems (7, 8, 10), Windows Server, and network devices (routers and switches) to support team workflows.

Server & Network Administration: Administered Windows Server environments, Active Directory, and NAS storage systems while configuring network security protocols (firewalls, antivirus, and VPNs) to protect data and ensure compliance. Proactive Troubleshooting: Resolved network and system issues, including connectivity and VOIP problems, ensuring continuous operations for end users. End-User Support: Delivered remote and onsite support, assisting with password resets, software installations, and system access issues.

Project Leadership: Successfully led IT projects, including network upgrades and system installations, improving workflow efficiency.

EDUCATION

Bachelor's degree: Computer Science Major: Information Technology CERTIFICATIONS

Cisco Certified Network Associate (CCNA), 2023-2026 CompTIA Security+, 2023-2026

AVAILABILITY

Immediately available for Joining and relocation (New York City, New Jersey). WORK PREFERENCES

Available for onsite, hybrid, and remote.

VISA STATUS

Permanent Green Card

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