Youssef Serag

Delivered Tier-1 and Tier-2 technical support to 100+ employees, maintaining 95% First-Contact Resolution
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(FCR) rate under strict SLA targets.
Administered user accounts, security groups, and access permissions via Active Directory and Microsoft Entra
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ID (Azure AD).
Developed PowerShell and CMD scripts to automate routine system health checks, user onboarding, and
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batch administrative tasks.
Managed ticket lifecycles using ITSM systems, ensuring proper escalation, root-cause analysis, and
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documentation.
Diagnosed and resolved complex networking issues including VPN connectivity, DNS configuration, DHCP
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scopes, and TCP/IP routing.
Leveraged AI-driven tools to accelerate technical diagnostic workflows and standard operating procedure
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(SOP) documentation.

Maintained daily IT infrastructure and endpoint operations for 50+ users across Windows and networked
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systems.
Configured, partitioned, and optimized workstation storage using MiniTool Partition Wizard and automated
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imaging tools.
Executed routine patch management, software updates, peripheral diagnostics, and Active Directory
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permission updates.
Reduced overall system downtime by ~30% through proactive preventative maintenance and monitoring.
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Provided remote assistance and desktop support for 40+ end-users, managing tickets and technical queries.
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Resolved hardware, printer, and application issues while maintaining accurate entries in the internal
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knowledge base.