Yousef Mansoor Hasan

* Managed IT operations for over 1, 200 users and 200+ pharmacies across the Kingdom of Saudi Arabia,
utilizing the ManageEngine ticketing system to track and resolve issues efficiently.

* Administered 22 servers, 6 physical and 16 virtual, ensuring continuous service operation and regular
backup processes.

* Handled endpoint protection, monitoring, and security tools such as Symantec Endpoint Protection,
Kaseya, FortiClient VPN, Trend Micro Worry-Free, Vision One, Safetica, biometric devices, and CCTV
systems.

* Monitored and tracked backups using Veeam for server backups and Acronis for user backups,
ensuring data integrity and disaster recovery capabilities.
Configured and troubleshot FortiGate Firewalls (models: F40, 30E, 50E, E100, D300, F400) and
implemented necessary policies to maintain security and network performance.

* Managed and troubleshot networking devices, including Aruba and Fortinet FortiAP Access Points, and
provided support for internet connectivity issues (DIA, Fiber, 5G).

* Implemented and managed Active Directory for user account management, group policies, and
permissions, ensuring secure and efficient access control across the organization.

* Utilized Darktrace for cybersecurity to monitor network traffic, detect anomalies, and respond to
potential security threats, enhancing the overall security posture of the organization.

* Led various projects from initiation to completion, including: Integrating systems with the SFDA and
Wasfaty system, ensuring seamless data exchange and compliance with regulatory standards.

* Implementing SAMA Cybersecurity Framework regulations for enhanced security compliance.
Upgrading IT infrastructure at Head Office, Warehouse, and stores to improve efficiency and
performance.

* Led a major IT project in collaboration with the IT Manager to split the company and migrate most of
our production servers from Dubai to Saudi Arabia, as Zahrat Al-Rawdah became an independent
company from the previous parent company, Plant Pharmacy (UAE).

* Provided 1st to 2rd level remote IT support for pharmacies and the Head Office/Warehouses,
addressing issues related to Point of Sale (POS) systems, users, networks, printers, and IT
infrastructure.

* Supported various operating systems including Windows 7, 10, and 11, as well as Windows Server
2012-2019-2022, with expertise in administration, services, IIS, ISCSI, DHCP, Group Policy, and Hyper-V
environments.

* Installed and repaired, and maintained laptops, desktops, printers, VoIP phones, and peripherals.

* Managed inventory of IT equipment, reducing device downtime and improving asset tracking.

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*Add users to a network, and assign and update security
*permissions on the network.
*Create a backup and recover policy.
*Monitoring system performance and troubleshooting issues.
*Verify that peripherals are working properly.

* Assist Managers in day-to-day coordination and management of business operational activities.
* Control and manage business operations to meet customer expectations and company goals.
* Identify problems in operations process and resolve them in quickly and timely manner.
* Application software installations, troubleshooting and updating.

* Troubleshooting or assists other users with troubleshooting the technical problems associated with Servers, Hardware and Network Connectivity.
* Follow up with end users to ensure full resolution of issues.
* Provide technical assistance and support for incoming queries and incidents related to computer systems, software, and hardware.

* Documented all transactions and support interactions in system for future reference and addition to knowledge base.
* Removed malware, ransomware and other threats from laptops and desktop systems.
* Configured hardware, devices and software to set up work stations for employees.
* Patched software and installed new versions to eliminate security problems and protect data.

* Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
* Prepared monthly, weekly and daily logs using Microsoft Office.
* Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.