MOHAMED ISMAIL EBRAHIM

• Managing Exchange and O365 Admin center.
• Working on remedy ticketing tool based on the requirement within the SLA agreement period.
• Handled cloud mailbox and support DL and shared mailbox in exchange 2019 on-prem environment.
• Restore outlook events and mails from O365.
• Working on mail & ticket based on client requirement and handling team's call.
• Implemented Power Shell Script for the client environment.
• Role: Level 2 Support.
• Client: Liberty Mutual Insurance (LM)

• Supported 500+ employees as dedicated engineers for Morgan Stanley.
• Operated as 24-hour on-call escalation point for server-related issues.
• Maintained data center infrastructure, including servers, network firewalls, and MPLS links.
• Executed OS deployment and software distribution via website hostname.
• Managed virtual and physical servers using Windows Server 2003–2012 R2.
• Oversaw Active Directory management, Microsoft Office 365, and server patching with SCCM.
• Demonstrated familiarity with MS SQL Server, domain controller setup, and group policy.
• Administered end-user accounts, permissions, access rights, and storage allocations according to best practices.

• Ensured 24/7/365 availability of systems, applications, and infrastructure.
• Configured and monitored computer systems for optimal performance.
• Created system backups, maintained security, and installed Windows Server configurations.
• Applied operating system updates, patches, and configuration changes effectively.
• Provided technical support by troubleshooting hardware and software issues.
• Resolved complex technical problems using root cause analysis techniques.

• Executed server and desktop initial configurations to establish operational readiness.
• Installed and maintained Active Directory, DHCP, and DNS servers for network efficiency.
• Configured and managed Symantec Protection Manager to enhance system security.
• Monitored and administered servers remotely utilizing RDP for optimal performance.
• Added and maintained client systems within a domain to ensure seamless integration.
• Managed company email accounts, including creation and deletion via mail admin panel.
• Installed, configured, and troubleshot Microsoft Outlook for Exchange and Internet connectivity.
• Coordinated with Dell, Accel, and Ensure Support teams to resolve hardware issues.

• Installed and upgraded software on mobile phones to enhance functionality.
• Provided technical solutions and troubleshooting services via phone communications.
• Handled Samsung customers for IMEI number upgrades on Samsung portal.
• Managed daily calls to resolve customer issues effectively.

Managed desktop installations and configurations for new employee onboarding.

• Provided hardware and software troubleshooting support in fast-paced environment.
• Resolved technical issues using remote support tools efficiently.
• Installed, modified, and removed hardware in desktop and service hub configurations.
• Maintained LAN, WAN, Ethernet, and voice networks.
• Addressed problems with mouse, keyboard, telephone, network cable crimping, and basic cameras.
• Scanned and removed viruses from organization's server using Trend Micro and Symantec.