mohammed kaif dhafrani

Resolved hardware, software, and network incidents across a multi-site port
authority environment, consistently meeting SLA targets by effectively
triaging, tracking, and
resolving service requests through iTop.
Reduced repeat incidents by maintaining comprehensive documentation of
technical issues, resolutions, and IT procedures, improving knowledge sharing
and support
efficiency across the team.
Managed user onboarding and offboarding by creating and disabling Windows
domain accounts, assigning permissions, and administering access controls in
accordance with organizational security policies.
Maintained system security and compliance by deploying operating system
updates, security patches, and configuration changes, ensuring endpoint
integrity and reducing exposure to vulnerabilities.
Installed, configured, and supported Windows operating systems, business
applications, desktops, laptops, printers, and peripheral devices while
maintaining accurate IT asset records for the project.
Diagnosed and resolved LAN, Wi-Fi, and network connectivity issues, escalating
complex incidents when required to minimize downtime and maintain business
continuity.
Provided remote desktop support, managed user access and account
administration, performed system imaging and workstation configuration,
maintained technical
documentation, ensured SLA compliance, and delivered prompt customer
support while adhering to cybersecurity best practices.
Incident Management Troubleshooting

• Conducted network security analysis for wireless data
transmission.
• Developed a secure framework for an automated code review
tool.
• Designed secure network architecture for a multinational
enterprise.
• Investigated a real-world phishing attack and proposed
mitigation strategies.
• Built a tailored cybersecurity framework for small businesses
with DOS prevention techniques.