خضر شاهد

Supported 200+ end-users across hardware, software, and network issues
via ServiceNow/Jira
Administered Active Directory: created 50+ user accounts, managed
groups/permissions monthly
Maintained 99% system uptime by monitoring serversand performing
proactive maintenance
Configured Office 365, VPN, and email accounts for 30+ new hires during
onboarding
TroubleshotTCP/IP, DNS, DHCPissues reducing networkdowntime by25%
Created ITdocumentation and SOPs improving first-call resolution by20%

ProvidedTier-1 helpdesksupportto 150+ remote usersforWindows
OS, MSOffice, VPN issues
Resolved 40+ ticketsdaily using Freshdesk/OTRS with 92% SLA
compliance
Imaged and deployed 100+ laptops using SCCM/MDT for new
employeeonboarding
Assisted in Active Directory user management, passwordresets, and
access provisioning
Monitored network printers, switches, and endpoints using basic
SNMPtools