Mohamed Fahd

Led daily IT support operations, overseeing team performance, monitoring KPIs, and ensuring 99.9% SLA compliance for critical IT services.

Managed and maintained robust security infrastructure, including Sophos Firewall, Fortinet, and Kaspersky Security Center, to protect critical assets and ensure compliance.

Administered Active Directory, Exchange Server, and Microsoft 365, optimizing user lifecycle management and ensuring secure collaboration.

Implemented and managed proactive monitoring solutions (Zabbix) to detect and resolve potential issues before business impact, enhancing system uptime.

Coordinated with cross-functional departments to ensure seamless system availability, robust data security, and continuous operational continuity.

Delivered L1 RAN technical support for MTN South Africa, ensuring network stability and optimal performance across enterprise telecom infrastructure.

Managed and resolved critical incident tickets from monitoring systems, performing root cause analysis to minimize service disruption and enhance network reliability.

Coordinated critical incident escalations with resolver teams, ensuring timely resolution and maintaining high service availability for affected sites.

Mentored new team members and interns, fostering operational readiness and adherence to performance standards in a multinational shift-based environment.