Muhannad Brenjikji Email and Phone Number

• Installed, configured, and maintained operating systems and application software to ensure optimal performance.• Monitored system performance and swiftly resolved issues to minimize downtime and enhance reliability.• Managed user accounts, permissions, and access rights to maintain security and data integrity.• Implemented and managed comprehensive backup and recovery solutions, ensuring data protection.• Performed regular updates and patches on systems and software to safeguard against vulnerabilities.• Maintained network infrastructure, including routers and switches to ensure seamless connectivity.• Adhered to security best practices and conducted regular security audits to protect organizational data.• Documented processes, procedures, for efficient knowledge transfer and compliance.

• Perform daily checking for core services like: Active directory, DNS, DHCP services Backup jobs, disk storage usage, hardware, and network printers• Migrate from traditional OS installation methods to MDT, reducing helpdesk staff spent time by 70%• Assure proper system configuration by controlling application settings, system policies and modification to achieve 95% service level• Facilitate service desk team in hardware and network troubleshooting; tested 2 new solutions for PXE boot and installed security patches• Create technical & user documentation for new services and running ones, expanding user base by 2K+• Provide day-to-day support for end users and MS Windows computers and applications• Complete day-to-day setup and maintenance of company's Active Directory, as well as ongoing maintenance and monitoring of core networking equipment and devices

• Delivered technical consulting and support services led to implementing newer technologies• Reviewed quotes to ensure solutions met employees’ requirements and were feasible, reduced complaints calls by 45%• Migrated from traditional OS installation methods to MDT, reducing helpdesk staff spent time by 70%• Facilitated service desk team in hardware and network troubleshooting; tested 2 new solutions for PXE boot and installed security patches

• Spearheaded a team of 6 in upgrading 4000 PCs and laptops with Windows 10 and MS Office 2019• Conducted diagnostics and troubleshooting of hardware, software, networking, and issues• Executed Quality Assurance (QA) on tickets entered by Help Desk team• Provided client education for staff using various hardware and software packages

• Controlled the Help Desk ticketing system and assisted with troubleshooting hardware, software, and connectivity issues for over 100 users• Trained new hires on computer systems used by company as well as other IT related tasks• Led a team of 5 Help desk representatives; coached on proper etiquette and communication skills• Responded to emails from company executives regarding urgent issues or questions about products/services

• Installed 200+ new PC workstations and laptops with Windows 7 and MS Office 2013• Resolved 25+ trouble tickets per day through efficient triaging of problems• Maintained 99% satisfaction rate in monthly end-user scoring through applied interpersonal skills and providing fast solutions• Accomplished 50+ hardware and software repairs per week

• Conduct, support & troubleshoot remote and on premises services• Troubleshoot problems and provide error analysis with corrective action by resolving hardware, software, and network problems• Aided in Active Directory tasks by creating accounts and setting permissions & security