Hassan Yousif

Administered and supported 1, 000+ Active Directory user and computer accounts using Active Directory
Users and Computers (ADUC).
Managed the complete user lifecycle, including user creation, account modifications, password resets,
account unlocks, account disabling, and account deletion.
Managed Security Groups, Distribution Groups, Organizational Units (OUs), and delegated
administrative permissions.
Assigned and managed NTFS and Shared Folder permissions to ensure secure, role-based access to
network resources based on business requirements.
Configured and managed Group Policy Objects (GPOs) for password policies, desktop configurations,
software deployment, and security settings.
Joined Windows workstations and servers to the Active Directory domain, troubleshooting domain trust
and authentication issues.
Supported Microsoft 365 user account administration, including license assignment, and password
synchronization.
Assisted with Windows Server administration, system updates, and troubleshooting to maintain high
availability and performance.
Administered and supported Citrix Virtual Apps and Desktops (Citrix VDI).
Provisioned user access, published applications, and assigned virtual desktops based on business
requirements and security policies.
Installed, upgraded, and configured Citrix Workspace clients across Windows endpoints.
Installed, configured, and maintained network printers, multifunction devices, and print servers across
enterprise environments.
Managed printer deployments, printer queues, print drivers, and shared printer access using Print
Management Console.
Monitored printer performance and resolved print queue issues to ensure uninterrupted printing
services.
Coordinated with third-party vendors for printer maintenance, repairs, warranty support, and hardware
replacement.
Created, assigned, prioritized, escalated, and resolved support tickets while maintaining compliance
with established Service Level Agreements (SLAs).
Managed technician accounts, user roles, request templates, categories, approval workflows, and
automation rules.
Developed reports and dashboards to monitor ticket trends, technician performance, SLA compliance,
and service delivery metrics.
Administered Symantec Altiris IT Management Suite for enterprise software deployment, operating
system imaging, patch management, inventory management, and endpoint administration.
• Created and managed software packages, deployment jobs, policies, and automated installation tasks
across Windows endpoints.
Performed hardware and software inventory audits to ensure licensing compliance and accurate asset
management.
Supported Windows OS deployment, driver management, endpoint configuration, and software
distribution.
Administered Nexthink platform to monitor endpoint health, application performance, and user
experience.
Developed dashboards, investigations, and analytics reports to identify recurring incidents,
performance bottlenecks, and system issues.
Monitored endpoint health, login performance, application stability, resource utilization, and device
compliance.
Leveraged Nexthink analytics to perform root cause analysis, reduce incident volumes, and improve
endpoint performance.

Provided Tier 1 and Tier 2 support for over 1000+ end-users, managing hardware and software issues.
Coordinated with vendors for hardware and software procurement and maintenance.
Configured, troubleshooted, and supported various operating systems like Windows (including
Windows 10) and macOS.
Installed, upgraded, and configured software applications such as Microsoft Office, antivirus programs,
and specialized software used within the organization.
Diagnosed and resolved hardware issues related to desktops, laptops, printers, scanners, and other
peripherals.
Troubleshot network connectivity issues (wired and wireless), TCP/IP settings, and VPN configurations.
Managed 1000+ users accounts, group policies, security groups, and permissions using Active
Directory.

Took ownership of support issues, achieving a 95% resolution rate within agreed service level
agreements (SLAs)to ensure efficient resolution and customer satisfaction.
Successfully installed, tested, and configured over 100 laptops within a tight deadline of 3 days during
the COVID-19 pandemics, including new workstations, peripheral equipment, and software.
Assisted in setting up new users' accounts, emails, and profiles, promptly addressing password issues
to minimize disruptions to user productivity.
Deployed Windows 11 images and modified configuration, utilities, and software default settings for
local workstations, optimizing performance and user experience. Managed inventory and tracked over 3, 000 organizational IT assets, implementing effective asset
management practices to streamline resource allocation and enhance accountability.
Logged all communication and support activities on the ticketing system, maintaining comprehensive
documentation to facilitate knowledge sharing and future reference.

Delivered technical support to 300+ end users weekly via phone, email, remote access, and onsite
assistance, achieving a 95% customer satisfaction rate through timely issue resolution and excellent
service.
Logged, tracked, prioritized, and resolved incidents and service requests using the organization's IT
Service Management (ITSM) ticketing system, ensuring accurate documentation and compliance with
Service Level Agreements (SLAs).
Performed unboxing, imaging, configuration, testing, asset tagging, deployment, and installation of
desktops, laptops, scanners, printers, and other IT equipment, ensuring seamless integration into the
enterprise environment.
Managed the complete IT asset lifecycle, including inventory control, asset tracking, hardware
allocation, audits, and disposal, improving asset utilization and accountability.
Created and maintained SCCM task sequences, captured and deployed Windows OS images, managed
driver packages, and automated operating system deployments using SCCM, MDT, and WDS, reducing
deployment time and ensuring standardized configurations.
Administered 700+ Active Directory user accounts, including user provisioning, password resets,
account unlocks, group membership, access permissions, and organizational unit (OU) management.
Installed, configured, maintained, and upgraded Windows 10/11 and Windows Server operating
systems, including software installation, security patches, Windows updates, and endpoint protection
to ensure system stability and compliance.
Performed disk management, partitioning, file and folder sharing, NTFS permission management, and
access control configuration, ensuring secure data access and efficient storage utilization.
Diagnosed and resolved hardware, software, network, printer, VPN, email, and Microsoft 365 issues,
minimizing downtime and improving end-user productivity.
Collaborated with cross-functional IT teams to support infrastructure upgrades, system migrations,
hardware refresh projects, and new technology deployments while maintaining minimal business
disruption.
Administered ESET Endpoint Security across enterprise endpoints, ensuring comprehensive endpoint
protection and policy compliance.
Deployed and maintained antivirus, firewall, device control, web protection, and real-time security
policies for Windows systems. Monitored endpoint health, malware detections, security alerts, and
compliance through the centralized ESET management console.
Configured scheduled scans, on-demand scans, exclusions, quarantine policies, and remediation tasks
to optimize security and endpoint performance.
Generated compliance and security reports to identify vulnerable devices and improve organizational
security posture.