Shihap محمد

• Provided Tier 1 and Tier 2 technical support for staff and students, resolving 30+ technical issues per week
with high first-call resolution rate.
• Installed, configured, and maintained Windows 10/11 operating systems and enterprise applications across the
organization.
• Administered Active Directory (AD), including user account provisioning, access permissions, group
membership, and Group Policy Object (GPO) management.
• Supported Microsoft 365 (M365) services including Exchange Online email configuration, SharePoint, Teams,
and user access control.
• Maintained LAN/WAN and Wi-Fi network infrastructure including TCP/IP configuration, DNS, DHCP, and
network troubleshooting.
• Performed hardware and software troubleshooting, reducing system downtime and improving overall reliability.
• Optimized ITSM helpdesk ticketing workflows, improving average response time and service delivery
efficiency.
• Delivered cybersecurity awareness training sessions to 50+ staff members covering phishing, password
hygiene, and security best practices.
• Documented technical incidents, standard operating procedures (SOPs), and system change records following
ITIL best practices.
• Configured firewall rules and network security policies to protect organizational data and endpoints.
• Developed a custom IT Service Management (ITSM) helpdesk ticketing system using SQL database
technologies.
• Reduced average issue resolution time by 40% in testing environments through workflow automation.
• Improved service tracking, SLA reporting, and incident management accuracy.
• Created automated backup and disaster recovery scripts, reducing system downtime by 90%.
• Led training workshops for PC hardware assembly, driver installation, and system maintenance. modules Reduced organizational security incidents by 30% through improved and