Mohamed Imthath

- Provided L1/L2 helpdesk and remote troubleshooting support for 100+ end users via ServiceNow ITSM, achieving 98%+ SLA compliance and a 35% reduction in average ticket resolution time through structured incident prioritization. - Managed Active Directory and Azure AD environments including user onboarding/offboarding, GPO policy enforcement, RBAC configuration, and MFA setup for 100+ accounts, ensuring zero unauthorized access incidents. - Managed Microsoft 365 suite (Exchange Online, Teams, SharePoint, OneDrive) — handling mailbox setup, license assignment, and end-user troubleshooting. - Executed monthly preventive maintenance and patch management cycles for 50+ Windows 10/11 workstations and network devices using standardized checklists, reducing unplanned downtime by 30% and sustaining 99%+ system. - Enforced endpoint security via GPO, software whitelisting, and patch management — achieving 100% compliance across all software licensing and IT security audits. - Managed IT asset inventory for 100+ hardware items; coordinated vendor repairs and replacements to minimize operational disruption. - Provided remote support via RDP and remote desktop tools; reported and escalated security incidents per the Information Security Incident Management procedure with zero critical breaches.

- Designed and deployed end-to-end network infrastructure across 4 multi-site construction environments, including rack installation, structured cabling, Fortinet firewall configuration, IPSec VPN tunnels, VLAN segmentation, and fiber optic supervision – delivered on schedule with full ISO 20000 compliance. - Executed OS imaging and deployment for 80+ workstations using standardized image templates and automated deployment workflows, reducing provisioning time by 40% and ensuring consistent endpoint security baseline across all devices. - Administered Windows Server 2008/2016 environments — provisioning, backup management, Active Directory, user accounts, email configuration, and access controls across multi-site project environments. - Provided L1/L2 on-site and remote technical support for hardware, OS, and network incidents — managing full incident lifecycle within agreed SLA windows in compliance with ISO 20000.

- Delivered L1 helpdesk support for hardware, operating systems, and network issues — managing incident tickets and ensuring resolution within defined SLA timeframes. - Installed and configured desktop computers, printers, and IT peripherals for new and existing employees, supporting onboarding and equipment refresh programs. - Managed user accounts, system access, and email configuration via Active Directory and Exchange. - Performed hardware troubleshooting, system upgrades, and component replacement to maintain optimal workstation performance and minimize downtime. - Monitored and maintained network connectivity and system performance, escalating issues to L2 support as required. - Implemented IT security measures including antivirus deployment, firewall configuration, and data protection practices.

- Networking - OS - Database Systems - Web Technologies - System Design - IT Project Management

- OOP - Java - Python - Web Development - SQL - Networking Fundamentals - Software Testing - System Analysis