محمد هشام

• Deliver L2/L3 infrastructure and end-user support for 50+ client environments.
• Manage Microsoft 365, Exchange Online, SharePoint, Teams, Entra ID, and Intune
environments.
• Administer Syncro, NinjaOne, PDQ Deploy, and RMM automation platforms.
• Deploy operating system updates, security patches, software packages, and
compliance policies.
• Manage Huntress EDR, Microsoft Defender, Malwarebytes, Kaspersky, and Cisco
Umbrella security solutions.
• Support Active Directory, DNS, DHCP, VPNs, firewalls, NAS storage, and cloud
services.
• Troubleshoot and maintain PBX and VoIP systems including SIP connectivity, IVR,
extensions, voicemail, and call routing.
• Perform root cause analysis and infrastructure optimization activities.
• Coordinate with vendors and third-party providers to resolve escalated incidents.
• Develop automation scripts using PowerShell to improve operational efficiency.
• Manage backup operations and recovery testing using Synology and cloud backup
solutions.

Dedicated and experienced Technical Support Team Lead with a robust background in
overseeing critical IT operations, specializing in backup management, network
infrastructure, security protocols, and proactive monitoring. Known for proficiently
handling Synology and NAS storage systems, implementing rigorous backup strategies,
and ensuring data integrity and availability. Skilled in cloud and on-premises security
measures, adept at configuring firewalls, establishing rule sets, and implementing
application filters to safeguard organizational assets.
Key Competencies:
As a proactive leader, adept at fostering collaborative environments and driving team
performance through effective communication and mentorship. Possess a proven track
record in delivering high-quality technical support and implementing scalable solutions
that align with organizational objectives.
This summary highlights key technical skills and leadership qualities relevant to the role of
a Technical
Backup Management: Expertise in utilizing Synology and NAS storage systems to
maintain reliable backup procedures, ensuring seamless data recovery and minimizing
downtime.
Security Protocols: Proficient in designing and implementing cloud and on-premises
security frameworks, including firewall configuration, rule management, and application
filtering to fortify infrastructure against cyber threats.
Network Infrastructure: Experienced in managing and optimizing network
infrastructure to enhance performance and reliability, proficient in network monitoring
tools and troubleshooting methodologies.
Remote Monitoring and Management (RMM): Skilled in utilizing RMM platforms to
monitor devices, execute scripts, and schedule maintenance tasks, ensuring proactive
system management and operational continuity

Key - Manage network operations and security monitoring using advanced
cloud-based firewall solutions - Supervise daily team activities, workload distribution, ticket
assignment, and escalation management - Ensure system integrity, data protection, and
continuous service availability across all client environments - Oversee resolution of
complex software-related issues, network troubleshooting, and system performance
optimization - Maintain strong customer relationships through expert support delivery and
satisfaction focus - Conduct performance analysis and produce comprehensive KPI reports
for management - Implement workflow enhancements and operational improvements to
boost efficiency and service quality

• Manage Microsoft 365 environments including Exchange Online, SharePoint Online,
Teams, Entra ID, Conditional Access, MFA, and Endpoint Compliance.
• Administer Microsoft Intune, Autopilot, SCCM, WSUS, and PDQ Deploy for endpoint
and patch management across multiple environments with focus on stability and
compliance.
• Provide L2/L3 support for Windows, macOS, servers, networking, cloud platforms,
and business applications while ensuring SLA adherence and timely incident
resolution.
• Configure and manage Sophos, FortiGate, and Palo Alto firewalls, VPNs, NAT
policies, and security controls.
• Manage Cisco and UniFi infrastructure including switches, VLANs, routing, DNS,
DHCP, and wireless networks.
• Support PBX and VoIP systems including SIP trunks, IVRs, call routing, extension
provisioning, voicemail, and voice troubleshooting.
• Perform vulnerability remediation, endpoint hardening, security monitoring, and
incident response activities.
• Administer backup and disaster recovery solutions including Synology NAS, QNAP,
and Acronis Cloud Backup with restore validation.
• Create technical documentation, SOPs, runbooks, and operational procedures to
support IT governance and knowledge management.
• Build Power BI dashboards for SLA tracking, system performance, and operational
reporting.
• Support cross-functional teams and vendors to resolve technical issues and maintain
service continuity.

• Administered Windows Server environments, Active Directory, Group Policy, DNS,
DHCP, and VPN infrastructure.
• Managed Microsoft 365 services including Exchange Online, SharePoint Online,
Teams, and user administration.
• Maintained hybrid IT environments supporting both on-premises and cloud-based
systems.
• Administered Sophos Firewall including VPN connectivity, NAT policies, security
rules, web filtering, and access control.
• Performed server patching, operating system upgrades, vulnerability remediation,
and security hardening activities.
• Automated administrative tasks using PowerShell including patch validation, health
checks, reboot scheduling, and compliance reporting.
• Managed backup and disaster recovery operations ensuring business continuity and
data integrity.
• Supported VoIP/PBX communication systems and remote collaboration platforms.
• Monitored servers, network devices, and business-critical applications using Zabbix.
• Investigated infrastructure incidents, performed root cause analysis, and
implemented preventive measures.
• Maintained technical documentation, asset records, SOPs, and operational
procedures.

- Installed, configured, and maintained physical and virtual servers in
Windows Server environments - Managed domain services including Active Directory, DNS,
and DHCP administration - Led implementation of new systems, server migrations, and
service integrations - Provided full-spectrum technical support
including hardware/software installations and user account administration - Implemented
backup strategies using Synology and NAS systems for data continuity - Configured
cybersecurity measures including firewalls, antivirus deployment, and VPN setup -
Developed IT policies, managed software deployment, and maintained comprehensive
documentation - Monitored system performance and executed upgrades and patches for
stability and security

Key Responsibilities: - Delivered remote and on-site support for desktops, laptops, printers,
scanners, and peripheral devices - Diagnosed and repaired hardware faults, replaced
components, and configured new system deployments - Set up IT workstations, installed
operating systems, and configured required software and updates - Utilized diagnostic tools
and technical manuals for complex troubleshooting and solution implementation -
Supported network troubleshooting including connectivity issues and LAN/WAN
performance optimization - Tested and evaluated new technologies contributing to
deployment planning and execution - Maintained detailed documentation and provided
proactive maintenance recommendations

- Diagnosed and resolved hardware and software issues including
desktop support and system optimization - Installed, configured, and updated software
applications ensuring compliance with IT standards - Participated in network monitoring and
troubleshooting for switches, routers, and firewalls - Managed user accounts, system
access rights, and security protocol enforcement - Performed routine backups of servers
and workstations for data protection - Maintained IT inventory, tracked assets, and
contributed to budgeting and procurement decisions - Provided daily technical support to
employees ensuring smooth business operations