Hashim Khidir

• Provided L1/L2 onsite and remote IT support for educational facilities and administrative staff,
resolving hardware, software, Wi-Fi, VPN, and network-related issues.
• Managed a high volume of 30-50 daily incidents and service requests using Ivanti Service Man- ager
while consistently maintaining SLA compliance.
• Supported Active Directory tasks including user account management, password resets, and access
permissions.
• Assisted users with Microsoft 365 applicationsincluding Outlook, Teams, OneDrive, and Share- Point.
• Deployed and configured over 200+ Windows 10/11 endpoints, including system imaging, soft- ware
installation, and patch updates.
• Diagnosed and resolved issues related to desktops, laptops, printers, scanners, and interactive smart
boards across multiple sites.
• Provided technical support for LMS platforms and user authentication issues.
• Authored and updated 75+ Standard Operating Procedures (SOPs) to standardize IT workflows and
improve documentation quality.
• Maintained accurate ticket documentation and asset tracking records within the internal knowledge
base.
• Guided end-users on Microsoft 365 usage and basic cybersecurity practices.

• Managed and prioritized service requests within the ITSM platform while consistently meeting SLA
targets.
• Supported and maintained IT systems and user devices across the organization, ensuring 99% system
uptime.
• Assisted in virtualizing physical servers using VMware vSphere, improving infrastructure re- source
utilization by 40%.
• Supported backup and recovery operationsto maintain data availability and business continuity.
• Managed Active Directory accounts and access permissions for employees and staff.
• Provided technical support for hardware, software, network connectivity, and email-related is- sues.
• Delivered user support and troubleshooting with a strong focus on communication, achieving a 95%
user satisfaction rating.

Provided first-level technical supportto end-users, effectively resolving hardware, software, and network-related issues for 100+ users, achieving a resolution rate of 90% on the first contact.

Supported computers, printers, and cables, ensuring optimal performance and user satisfaction for over 300 students and faculty.
Assisted in IT operations by preparing reports and installing systems and software, contributing to the universitys IT service management initiatives.