Muhammad Hamza

Strict Enterprise Systems Administration at Fox News Corp News Media utilising a ZTNA Environment, which requires detail-oriented, white glove support across the Fox Corporation Service Desk in the Americas.

Use of all mediums of communication: Slack, E-mail, Zoom, Phone and in person/on-site support at the Fox News Washington D.C Bureau located at 444 North Capitol street NW Washington D.C 20001.

Incident, Request, and Asset management and auditing via the ServiceNow Enterprise Suite.

Analysed user needs and recommended appropriate hardware and software solutions from Windows to Mac to iOS/Android mobile platforms and respective applications for Fox News and the Media Team.

Maintained users and assets via SNOW and Azure/Active Directory/365 cloud and on-prem and SCCM.

Deploy, configure, troubleshoot and manage equipment, hardware, printers, PC's & mobiles, and Iot devices across the Fox Bureau.

• Company Overview: Datacenter Operations Infrastructure @ ByteDance | Helpdesk/Service Desk Administration
• Overseeing installation, configuration, and maintenance of server hardware and software
• Monitoring system performance, troubleshooting issues, and implementing solutions
• Managing data center infrastructure, including power, cooling, and fiber optics/cabling
• Collaborating with cross-functional teams to support new deployments and upgrades
• Developing and maintaining documentation and standard operating procedures
• Ensuring compliance with security policies and regulatory requirements
• 5+ years of experience in data center operations
• Proficiency in Linux/Unix and Windows server environments
• Strong knowledge of network protocols, hardware, and virtualization technologies
• Excellent problem-solving and communication skills
• Ability to work in a fast-paced, global environment
• Datacenter Operations Infrastructure @ ByteDance | Helpdesk/Service Desk Administration
• Assisted with capacity planning activities by forecasting future resource requirements based on current trends.
• Ensured compliance with industry standards while configuring servers in accordance with customer requirements.
• Implemented security protocols for the protection of sensitive data.
• Analyzed system logs to identify potential issues before they become problems.
• Maintained and monitored data center infrastructure to ensure high availability of services.

• Specialised in Microsoft 365/Office Administration Center, Azure Admin, and G-suite Admin for Konica Minolta clients globally
• Admin for Virtual Environments, including Citrix VDI & Citrix Workspace, VMware, and VMware Horizon
• MFA Admin for OKTA DUO RSA CISCO ANYCONNECT FORTINET FORTI CLIENT SSO MFA, EMS
• Admin EPS tools such as Mimecast and Proofpoint
• Hardware solutions Bitdefender and Fortinet Scan
• Endpoint Admin is carried out via Azure Intune, Mobile Iron, and Airwatch for various devices, including Windows, Mac, Android, and IoT
• Diagnostics and troubleshooting for LAN, WLAN, VPN, and local networks, offering VPN client setup for Fortinet Forticlient, SonicWall, and Cisco AnyConnect
• Elastic Search is employed to forward logs, metrics, and app data to Tier 3/Escalation Teams for assessment
• Identity access management, security groups, policy administration, and group membership access, GPO
• Provisioning/onboarding, off-boarding/terminations, access requests for clients
• Utilise knowledge bases and client/configuration management databases (CMDBs) in Service Now/SNOW, BMC Remedy 8.1, and Service NEXT
• Efficiently tend to incidents via call, chat, and email
• Resolving/triaging incidents and requests from Tier 1-2, escalating to the appropriate designation
• Remote Desktop Administration tools such as BeyondTrust, JumpCloud, Quick Assist, Machine Engine, and N-Able are employed across the USA and globally to troubleshoot, diagnose, and resolve client incidents and requests for hardware, adhering to standard operating procedures
• Maintaining operational level agreements (OLAs), and service level agreements (SLAs) for all clients at Konica Minolta Business Solutions USA and All Covered USA is a key responsibility
• Effective communication and collaboration facilitated through MS Teams+SLACK
• Continuous learning, adherence to industry standards, and the use of cutting-edge technologies providing comprehensive IT systems administration
• Secret Server password safe

• ServiceNow, Avanti, Ticketing systems
• Use of Cyber ARK for Client and User I.D; Endpoint Manager
• Microsoft Azure: MDM, Intune, EndPoint Management, Active Directory, MS Exchange
• Office 365, OUTLOOK, Adobe Creative Cloud, iManage Pro v9 and v10 as well as intapp time
• Citrix Administration, Workspaces and Virtual Machines Administration
• Ios, android, google, microsoft and apple device management and troubleshooting
• Maintained up-to-date documentation regarding all changes made to the system.
• Implemented a multi-factor authentication system to meet security compliance standards.
• Configured and maintained identity access management tools such as Active Directory, LDAP.
• Performed regular audits of existing identity management systems and procedures.
• Security Desk
• HID mobile access
• Zoom UC And Microsoft Teams
• Slack UC
• Software Center
• Access Management
• Cyber Threat Awareness and Malwarebytes Diagnostics
• 24/7 Environment Assessing Issues Across All Cooley Offices Across North America, U.K, Asia Pacific Regions In Remote VDI
• Tasks from T1 To T3 And In Some Rare Cases T4 Escalations
• Proficient in the PingDirectory/PingData item set
• Assess the technology and business needs of the client and offer guidance on best practices to assist in guiding and consolidating proposed designs
• Assess current problem states, identify desired future states, and recommend solutions with clients
• Participate in the comprehensive solution design, implementation, and delivery of our clients' Ping Directory and Cloud IAM product solutions
• Install and deploy solutions that meet and exceed customer requirements in collaboration with customers
• Privileged Password and Session management; managing and monitoring privileged accounts and securing assets/protection/encryption
• Endpoint Privilege Management; adding or removing user rights, controlling applications and commands without hindering or disrupting productivity
• Secure Remote Access for controlling and auditing privileged access granted to vendors, 3rd parties and other insiders
• Reveal Threats via vulnerability intelligence & analytics
• Communicating risks via reports and connecting with 3rd party solutions such as GRC SIEM, Malware DB, Helpdesk and Firewall to share data
• Centralize and enforced privileged access policies enterprise-wide
• Resolved conflicts arising from overlapping roles in the organization's IT infrastructure.

• IT Services for AWS Corporate.Location WAS 25 Arlington HQ2.L3 Global Corporate AWS
• Tier 1, 2 Helpdesk Troubleshooting OS' software, applications, hardware, networks
• MAC, Windows, linux, OSX/IOS, Chromium, Android troubleshooting
• Curtailing negatives and ensuring AWS policies are upheld and followed
• Procuring Tickets upon troubleshooting assessments using SIM ticketing and Trouble Ticketing
• Virtual onboarding support for all Corp AWS employees
• Remote Admin troubleshooting via Wincon and Bomgar representative tools
• Privileged Password and Session management; managing and monitoring privileged accounts and securing assets/protection/encryption
• Endpoint Privilege Management; adding or removing user rights, controlling applications and commands without hindering or disrupting productivity
• Secure Remote Access for controlling and auditing privileged access granted to vendors, 3rd parties and other insiders
• Reveal Threats via vulnerability intelligence and behavioural analytics
• Communicating risks via reports and connecting with 3rd party solutions such as GRC SIEM, Malware DB, Helpdesk and Firewall to share data
• Centralise and enforced privileged access policies enterprise-wide
• Basic Scripting for Windows devices via Power-shell and commanpdrompt
• Implementing CiscoAnyconnect
• Using internal Sharepoint, wiki and ITS documentation and workflows to resolve user issues
• Asset and employee hardware assessment and troubleshooting
• Ensuring SLA's and SOP
• Configuring Remote workspaces, drives, and IOT's
• Managing configuring peripherals and A/V equipment
• Cisco WebEx, and unified communications implementation/provisioning/monitoring
• Systems Administrator
• Linux systems administration skills
• Strong troubleshooting skills of very complex systems
• Ability to explain complex IT concepts in simple terms
• ITIL Foundation
• Implementing SSO and MFA tools
• Assessing internal networks, hardware and software for a multitude of Windows, Mac, and linux laptops and desktops
• Performed testing to determine functionality or optimization.
• Ensured compliance with industry standards such as PCI DSS while configuring cloud infrastructures.
• Created IAM roles and policies to control user access within the AWS environment.

• Data Center Tech working on Layer 1 & 2
• Installing, Troubleshooting and repairing servers for AWS in Ashburn, VA using Amazon Boost and Trouble Ticketing in respects to ticket type and executing workflow
• Communicating and providing proper correspondences on tickets and emails
• Hardware Diagnostics, and replacements as well as booting and configuring hosts to the AWS Cloud
• Escalating any issues to proper departments and staff
• Network troubleshooting: Racks, Patch Panels, TOR, and Cabling
• Constant monitoring of the DC environment and applying Data Center Safety SOP's 24/7/365
• Ensuring PPP's and PPE are in order
• Proper decommission of hardware
• Communication closely with lead and team members on objectives, resolutions and ascertaining knowledge and proper troubleshooting procedures for various tickets in the Que
• Hands on with Layer 1 & 2 technologies and configurations
• Developed and implemented AWS cloud-based solutions to meet customer requirements.
• Consulted users to determine areas in need of improvement.
• Spearheaded server infrastructure development, quality control, staging, and production operations.
• Installed security software to protect networks.

• Technical aptitude is constantly challenged, and daily tasks range from configuring or booting OS' on multiple devices, saving computers and phones from cataclysmic software crashes and reviving dead systems and phones via hardware and software repair
• All business is done via ticketing systems and secured to clients
• Help instruct clients by helping them learn and use iOS, Android, and Windows OS' as well as applications for all mentioned
• Ranges from cloud backups to unlocking the devices for international use as well as configuring telecom plans and network settings
• Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
• Developed plans for future upgrades or expansions of existing systems.
• Designed custom solutions for clients' specific needs based on their requirements.
• Analyzed and resolved technical issues related to computer hardware.
• Developed project plans, identified resources and established timelines for completion.
• Outlined work plans, assessed resources and determined timelines for projects.

• Confirming service tickets and or escalating to the proper department
• Properly documenting issues and services provided to clients
• Coordination with both ISP's and IT services to convey and properly guide solutions to any service outages and recovery
• Constant work-flow support to all agents on the team
• Relay procedures and services to clients pre-departure
• LIVE Technical (assistance) consultation, troubleshooting hardware, and in some cases software
• Done telephonically
• As a GeekSquad Tech I provide live support/consultation to clients who require services ranging from setting up wifi, helping resolve minor issues on computers such as bugs or malware, to mounting, servicing and set-up of all smart and security technologies
• All the while providing exceptional customer service (via phone, email, or text.)
• Constant Expansion of Technical Aptitude
• Tested and evaluated existing networks to identify any issues with performance or reliability.
• Performed troubleshooting of hardware, software, system configuration and connectivity issues.
• Collaborated with electrical engineers to integrate mechanical and electronic components seamlessly.

• Working in human resources
• HRIS Archives and data operation
• Creating, maintaining, adding portfolios and files for/of employees and professionals
• Full life cycle recruitment
• Screening
• On boarding as well as liason with all staff internal and external