Elmigdad Ali Mohammed

IT Support EngineerFull Time

• Job Details:- Installation, configuration and support of Microsoft Office 365 on various platforms. - Familiarity with email authentication protocols (SPF, DKIM, DMARC) and email encryption. - Reduced average resolution time by 90% through improved troubleshooting processes. - Increased end-user satisfaction score by 95% through effective support and communication. - Created user accounts, edited user account information, reset user passwords and removed access to the network utilizing active directory. - Troubleshot Exchange performance issues with mail blockage, spam, Outlook (OWA) access, and slow performance, providing both on site and remote diagnosis and resolution. - Peripheral installation/support (LAN/local printers, card readers, scanners, etc.). - Remotely connect to customers utilizing Lync or TeamViewer to resolve any issues. - Working knowledge of active directory and office 365 account administration, such as creating an account, permissions, resetting passwords or creating group accounts. - Installing and configuring client computer systems. - Providing technical support on-site or via remote-access systems. - Repairing hardware malfunctions, software issues, and networking problems. - As an IT Support Engineer, I helped manage the daily internal helpdesk operations of a fast-scaling startup including internal desktop support of all laptops and desktops. - Tracking and managing work records. - Respond to technical support calls from other staff members or clients and communicate how to resolve issues. - Diagnose and troubleshoot system and network problems, software faults or hardware complications. - Troubleshot hardware and software issues and recommended necessary upgrades and configurations for implementation. - Enforce security policies and procedures to safeguard information assets. - Use security tools and practices to detect, prevent, and respond to security incidents. - Implement security best practices in system configurations to protect against unauthorized access. - Regularly review and update configurations to adapt to new security threats. - Trained new employees on IT support processes and systems.