محمد حنيف

Providing support to whole middle east for IT related operations onsite and remotely.

• Supporting 2000+ users for resolving issues like account lock/unlock, domain join, Wi-Fi / Internet
issue, Printer, IP Phones, PC / Laptop / Tablet, folder sharing, Printer sharing, Network drive,
Windows / Office / Antivirus installation, full PC scan and virus detection etc…
• Supporting user accounts, passwords, login issues, Microsoft exchange, Network issues, video
conferences (Cisco WebEx, Microsoft Teams).
• OS installation, troubleshooting, hardware/software upgrades, disaster recovery, and backups.
• Managing users. Groups and company devices through Microsoft Entra ID and Intune.
• Managing Outlook and M365 Exchange access and permissions.
• Part of IT team to support routing protocols like Static route, RIP, OSPF, EIGRP, and BGP.
• Configured and managed Layer 2 Cisco switches including VLans, VSVIs for Inter-VLAN routing,
Ether Channel (PAgP/LACP), VTP, STP and MSTP to ensure network stability and scalability.
• Usage Knowledge of TCP/IP networking, DNS, DHCP and RDP.
• Supported all level of users (normal user to management level users like CEO, ED).
• Configured and managed Microsoft Office, Outlook, PSTs, and user profiles.
• Performed hardware/software upgrades, disaster recovery and backups (Acronis).
• Worked with vendors and 3rd parties to monitor hardware/software functionality, and support.
• Train and guide users through detailed troubleshooting steps while ensuring excellent customer
service and satisfaction.
• Monitor all the devices have latest updated and patches installed and following proper SLA
guidelines for update policies.
• To prepare and configure devices like PCs, laptops for new joiners with company approved
applications, and manage device returns when employees leave.
• Coordination with local and international vendors for hardware, software and network related
issues (ex: Dell, Microsoft, ISPs and other IT related vendors).
• Managing tickets on Service Now, Wire and BMC.
• Documentation, SLA adherence, and preparation of weekly/monthly progress reports.
• Design network systems as per requirement (Visio).

• Supporting 600+ users accounts, passwords, login issues, Microsoft exchange, Network issues, PCs,
laptops, Windows, Mac books, printers, IP phones, fax machines, video conferences (Cisco WebEx,
Microsoft Teams).
• OS installation, troubleshooting, hardware/software upgrades, disaster recovery, and backups.
• Configured and managed Outlook, PSTs, and user profiles, domain join.
• Monitor all the devices have latest updated and patches installed and following proper SLA
guidelines for update policies.
• Managing tickets on Service Now, Wire and BMC.

• Support for 3000+ users regarding daily helpdesk and network related issues.
• Troubleshot and resolved LAN/WAN connectivity issues
• Configured & troubleshoot layer 2 switching, trunking, inter-VLans, port security.
• Coordination with ISPs to open tickets and follow ups till resolution.
• Providing operational support and project implementation for Cisco-based infrastructure.
• Managing, monitoring and creating daily/weekly/monthly network status reports via
Intermapper.
• Managing network cabling in network racks and in data center.
• Built and maintained Visio documentation database of network topology.
• Provided extended IT support to users by supporting issues related to network access, login,
password and other service access related issues to make smooth network connectivity to end
user devices like PCs, Laptops, Printers, IP phone, Scanners, Access points, Video Conferencing,
outlook, internet, windows applications, MS office, Outlook, internet access etc…