Mohamed Dawoud

Reset and manage user accounts in Azure Active Directory (AD) and on-premises AD, including password resets, account unlocks, and Multi-Factor Authentication (MFA) issue resolution.
Provide advanced troubleshooting for AD account lockouts, group membership configurations, and file-sharing failures.
Resolve user access issues in cloud platforms such as Azure and Office 365.
Deploy standard software packages using SCCM or Intune, adhering to predefined configurations.
Log incidents and service requests in ConnectWise, escalating unresolved or complex issues to Tier 3 support.
Diagnose and resolve advanced hardware, software, and network issues, including Windows 11 driver conflicts, group policy errors, and system crashes.
Manage and troubleshoot SCCM deployments, including application packaging, patching, and device collections.
Perform system updates, patches, and configurations requiring advanced expertise.
Maintain system logs and provides detailed documentation of resolutions and processes.
Collaborate with technical teams to address escalated problems and ensure timely resolutions.
Partner with stakeholders to define project requirements and scope, assisting with the deployment and integration of new IT systems.
Analyze system performance metrics and generate detailed reports for management.
Ensure data integrity, security, and compliance with relevant regulations and standards.
Ensure data accuracy, security, and compliance with relevant regulations.

• Installed and configured computer hardware, operating systems, and applications, ensuring optimal performance and user experience.
• Provided technical support to users across a diverse range of IT issues, enhancing overall system functionality.
• Set up printers, scanners, modems, routers, switches, and other peripheral devices to facilitate seamless connectivity and operation.
• Deployed new PCs across multiple sites in accordance with established standards, ensuring consistent setup and configuration.
• Delivered technical support to VIP clients, both onsite and remotely, utilizing tools such as LogMeIn, Teams, Zoom, and RDP for effective issue resolution.
• Utilized SCCM, Intune, and Azure for device setup and configuration, including the installation of software and peripherals.
• Collaborated with third-level support team members and vendors to efficiently diagnose and troubleshoot technical issues related to hardware, software, and networking systems.
• Deployed hardware and software through SCCM, Company Portal, and Azure, ensuring proper functionality of Cisco network devices.
• Implemented security measures using Intune, Company Portal, and Azure, while providing VIPs with cybersecurity education and best practices.
• Managed synchronization of VIP devices with O365 to ensure seamless operation and data accessibility.
• Maintained high customer satisfaction by collaborating with IT teams during security patches and updates, facilitating smooth implementation processes.
• Kept thorough records of support activities and system performance, generating detailed reports for analysis and improvement.
• Assisted users with password resets, account unlocks, and basic Active Directory management, including advanced tasks like group policy configuration and user role assignments.
• Ensured compatibility of Windows 10/11 systems with Autopilot for streamlined deployment processes.
• Enforced SLA management to ensure timely responses and resolutions, maintaining clear agent accountability through managed support ticket allocation.
• Ensured compliance with relevant policies related to information security, safeguarding sensitive data and maintaining organizational standards.

• Installed, configured, and maintained computer systems and networks to ensure optimal performance and user satisfaction.
• Troubleshoot hardware and software issues on desktops, laptops, mobile devices, and printers, providing prompt support to minimize disruption.
• Managed escalated support tickets using ServiceNow, conducting in-depth analysis to identify root causes and implement effective solutions.
• Provided remote assistance using GoToAssist, Teams, and RDP, along with on-site support as necessary to resolve technical issues efficiently.
• Installed, configured, and troubleshot software applications using SCCM and Active Directory (AD) policies, ensuring compliance with company standards.
• Managed user devices, ensuring synchronization with O365 and performing backups for OneDrive, OneNote, and shared files to prevent data loss.
• Addressed network connectivity issues using FortiClient and Cisco VPN, effectively managing user accounts and access rights.
• Ensured software updates and implemented security measures through Group Policy updates and Intune, maintaining system integrity and compliance.
• Tracked inventory of physical assets, such as servers, routers, switches, and cables, to ensure proper asset management.
• Developed training materials for end-users regarding the proper use of IT systems, enhancing user competency, and reducing support requests.

• Technical Support & Troubleshooting: Provided timely support, diagnosing and resolving hardware, software, and network issues, minimizing downtime, and improving user productivity.
• System Installation & Configuration: Led the installation and configuration of Windows operating systems (7, 8, 10), Windows Server, and network devices (routers and switches) to support team workflows.
• Server & Network Administration: Administered Windows Server environments, Active Directory, and NAS storage systems while configuring network security protocols (firewalls, antivirus, and VPNs) to protect data and ensure compliance.
• Proactive Troubleshooting: Resolved network and system issues, including connectivity and VOIP problems, ensuring continuous operations for end users.
• End-User Support: Delivered remote and onsite support, assisting with password resets, software installations, and system access issues.
• Project Leadership: Successfully led IT projects, including network upgrades and system installations, improving workflow efficiency.