Muhammed Ramzeen Muhammad Hazeef

by 35%.
• Implemented Active Directory access controls and Group Policy enforcement for 200+ users.
• Conducted vulnerability assessments and penetration testing simulations using Kali Linux and Metasploit.
Operational Performance and Process Improvement
• Resolved 100+ technical support tickets per month while exceeding SLA targets by 15%.
• Authored 50+ Standard Operating Procedures (SOPs) to standardize troubleshooting and reduce resolution time.
• Automated Windows OS deployment and software configuration to improve end-user productivity.
• Administer and maintain Windows Server 2019/2022 infrastructure, including Active Directory, Azure AD, DNS, DHCP,
and Group Policy management.
• Configure and support enterprise network infrastructure, including VLAN segmentation, OSPF/EIGRP routing, NAT,
and secure VPN connectivity.
• Implement and manage firewall configurations, access control policies, and network security standards across Fortinet
and Cisco platforms.
• Monitor and maintain NOC operations, perform root cause analysis, and manage L1/L2 incident resolution in
alignment with ITIL practices.
• Support virtualization and infrastructure services including VMware ESXi and Hyper-V, ensuring system availability
and performance.

• Conducted hardware diagnostics and resolved issues on enterprise IT equipment, minimizing downtime for end users.
• Assisted in LAN setup, structured cabling, rack installations, and switch configuration to support network connectivity.
• Installed, configured, and maintained Windows operating systems and enterprise software for multiple workstations.
• Provided desktop support and managed user accounts under senior guidance, ensuring secure access and operational
efficiency.

Techie Service Pvt Ltd | June 2022 - August 2023

Technical Support: Provided Tier 1 support for Windows 10/11, Microsoft 365, and core hardware issues.

User Management: Handled Active Directory tasks, including password resets and user account creation.

Hardware & Networking: Diagnosed PC/laptop faults, performed SSD/RAM upgrades, and assisted with LAN cabling and switch connectivity.

CCTV & Peripherals: Managed basic installation and monitoring of IP cameras/NVR systems and resolved printer/scanner connectivity issues.

Operations: Logged and tracked technical incidents in a ticketing system to ensure timely resolution and SLA compliance.