Hi, I’m
Muhammed Hisham
IT Administrator
Dubai,UAE
Work Preference
Summary
Results-driven IT and CRM Administrator with over 7 years of experience in system administration, technical support, and CRM management across finance, customer service, and recruitment sectors. Expertise in Active Directory, Windows Server environments, Microsoft 365, CRM automation, and data integrity ensures optimal system uptime and streamlined workflows. Proven track record of enhancing IT efficiency, data accuracy, and CRM adoption through strategic management and process automation. Recognized for driving process improvements and fostering user engagement while leveraging strong skills in data analysis and system configuration.
Overview
7
years of professional experience
1
CCNA Certified
1
MCSE Certified
9
CompTIA Certified
11
Udemy Certified
Work History
UHY James Chartered Accountants
IT & CRM Administrator
08.2022 - 10.2025
Job overview
- dminister and maintain Windows Server environments, Active Directory, Group Policy Objects (GPO), and user access controls to ensure network stability and data security.
- Manage, customize, and optimize CRM platforms (CaseWare and Acusale) to improve data accuracy, reporting, and client relationship management.
- Implement workflow automation and CRM process enhancements that increased reporting efficiency by 25% and reduced manual data entry.
- Configure and monitor VPN, firewall, and endpoint protection policies, ensuring secure remote access, and compliance with company IT policies.
- Manage Office 365, Exchange Online, and SharePoint accounts for seamless collaboration and productivity.
- Perform data backups, disaster recovery tests, and patch management, maintaining 99.9% system uptime, and ensuring business continuity.
- Utilize ITIL-based ticketing systems (ServiceNow) to prioritize and resolve support requests within SLA standards.
- Coordinate cross-departmental IT and CRM integration projects, ensuring successful delivery within budget and timelines.
- Generate and maintain detailed technical documentation, asset inventories, and CRM user guides to support IT audits and compliance.
- Collaborate with vendors and external partners on software licensing, procurement, and infrastructure upgrades.
- Key Achievements:
- Reduced IT ticket response time by 30% via workflow automation and remote tools.
- Enhanced CRM reporting accuracy and compliance through process standardization.
- Improved overall system uptime and user satisfaction.
- Managed CRM system updates to enhance user experience and data integrity.
- Developed training materials for staff on CRM best practices and functionalities.
- Implemented automated workflows to streamline client communication processes.
- Analyzed CRM data trends to identify opportunities for improving client engagement.
- Led cross-functional teams in optimizing CRM processes for increased efficiency.
- Conducted regular audits of CRM data to ensure accuracy and compliance with standards.
- Collaborated with IT team to troubleshoot system issues and enhance performance.
- Designed customized reports for management, facilitating informed decision-making based on CRM insights.
- Championed a proactive approach to maintenance tasks such as updates and patches, minimizing downtime occurrences for users across the organization.
- Enhanced customer satisfaction by efficiently managing CRM system and promptly addressing user issues.
- Spearheaded successful CRM projects and implementations, driving organizational growth and efficiency.
- Developed comprehensive reports and dashboards for stakeholders, providing valuable insights into business performance.
- Collaborated with cross-functional teams to implement CRM customizations, resulting in enhanced user experience and productivity.
- Employed advanced analytics capabilities within the CRM system for a deeper understanding of customer behaviors which led towards tailored marketing campaigns.
- Played a key role in the selection and implementation of new CRM software by participating in vendor evaluation, testing, and decision-making processes.
Cognizant Technology Solutions
Desktop Support Engineer
09.2020 - 06.2022
Job overview
- Delivered technical support for 500+ end-users, resolving hardware, software, and network issues efficiently.
- Managed Active Directory user accounts, OS deployment, and system patching.
- Supported Microsoft 365 and Exchange email systems.
- Assisted with Azure AD integration and system monitoring.
- Documented incidents and best practices for IT knowledge sharing.
- Key Achievements:
- Achieved 98% end-user satisfaction for IT service delivery.
- Optimized support workflow, reducing average issue resolution time by 20%.
- Troubleshot hardware and software issues to restore functionality for end-users.
- Provided remote support using tools like Remote Desktop and ServiceNow to enhance response times.
- Collaborated with cross-functional teams to implement IT solutions improving system efficiency.
- Mentored junior technicians, enhancing team skill sets and service delivery quality.
- Developed and maintained documentation for troubleshooting procedures, improving knowledge sharing.
- Conducted regular system audits to ensure compliance with organizational policies and standards.
- Streamlined ticket resolution processes, reducing average response time for technical issues.
- Implemented proactive maintenance strategies, resulting in decreased downtime for IT infrastructure.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Monitored system performance to maintain system integrity.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Walked individuals through basic troubleshooting tasks.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Configured and installed computer systems for other sub-organizations.
- Streamlined IT support processes for quicker response times and improved user satisfaction.
- Performed data backups regularly to safeguard critical information against loss or corruption due to system failures or security breaches.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Optimized PC performance through regular updates, patches, and system upgrades.
- Documented support interactions for future reference.
- Implemented proactive maintenance plans for desktop systems to prevent potential problems and extend equipment life.
- Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
- Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
- Boosted network, system, and data availability and integrity through preventive maintenance and upgrades.
- Developed detailed documentation for internal procedures and processes to promote consistency among team members.
- Designed Sharepoint master page and page layouts.
- Supported remote users, ensuring seamless access to network resources.
- Facilitated knowledge transfer sessions, boosting team proficiency in new technologies.
- Contributed to IT projects, ensuring successful completion within timelines.
- Enhanced user satisfaction by providing timely and accurate troubleshooting for hardware and software issues.
Signitive Technologies Pvt. Ltd.Solutions
Desktop Support Engineer
01.2020 - 01.2022
Job overview
- Delivered technical support for 500+ end-users, resolving hardware, software, and network issues efficiently.
- Managed Active Directory user accounts, OS deployment, and system patching.
- Supported Microsoft 365 and Exchange email systems.
- Assisted with Azure AD integration and system monitoring.
- Documented incidents and best practices for IT knowledge sharing.
- Key Achievements:
- Reduced recurring IT incidents by 15% through proactive system monitoring, preventive maintenance, and documentation improvements.
- Trained and mentored junior support technicians, enhancing team troubleshooting efficiency and consistency across service requests.
- Improved user satisfaction and system reliability through faster issue identification and standardized support practices.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Alagappa UniversityKaraikudi, Tamil Nadu, India
Bachelor of Science from Bachelors of Computer Application
03-2018
University Overview
Skills
- Desktop & Technical Support
- Active Directory, Group Policy & Domain Management
- Windows OS Installation, Configuration & Troubleshooting
- Network Administration, Drive Mapping & User Access Control
- Microsoft 365, Outlook & Exchange Configuration
- CRM System Administration (CaseWare, Acusale, Dynamics 365)
- System Backup, Data Recovery & Integrity Management
- VPN, Firewall, Endpoint & Security Configuration
- IT Project Coordination, Documentation & Compliance
- Remote Desktop, Azure AD & Ticketing Systems (ServiceNow, AnyDesk)
- Operating Systems: - Windows 7/8/10/11, Windows Server, macOS
- Networking: - TCP/IP, DHCP, DNS, VPN, Firewall Configuration, LAN/WAN, Network Security
- Software & Tools: - MS Office, Microsoft 365 Admin Center, ServiceNow, Mimecast, Safetica, FortiClient VPN
- Support & Remote Tools: - Microsoft Remote Desktop, TeamViewer, AnyDesk, Remote Management Tools
- Database & Backup Management: - Data Backup, Recovery, Integrity Validation, and Storage Administration
- Windows Server administration
- Active Directory management
- CRM customization
- Workflow automation
- Data backup and recovery
- VPN configuration
- Firewall management
- Endpoint protection
- Office 365 administration
- ServiceNow ticketing system
Certification
- CCNA – Cisco Certified Network Associate
- MCSE – Microsoft Certified Systems Engineer
- CompTIA: A+ | N+ | Security+ | Server+ | Linux+ | Cloud Essentials | Virtualization
- Additional Courses: Udemy Professional Certifications
LANGUAGES
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Tamil
Advanced (C1)
Malayalam
Bilingual or Proficient (C2)
Accomplishments
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Completed intensive training in database fundamentals and software engineering.
- Endorsements in software development and mobile applications.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Recipient of individual and departmental awards for providing stellar client service.
- Resolved product issue through consumer testing.
Software
CRM
Service now
Acusale
Safetica
Mimecast
Office365
Timeduty
Forigate VPN
ESET
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don't be afraid to give up the good to go for the great.
Timeline
IT & CRM Administrator
UHY James Chartered Accountants
08.2022 - 10.2025
Desktop Support Engineer
Cognizant Technology Solutions
09.2020 - 06.2022
Desktop Support Engineer
Signitive Technologies Pvt. Ltd.Solutions
01.2020 - 01.2022
Alagappa University
Bachelor of Science from Bachelors of Computer Application
Personal Information
Personal Information
Title: IT Administrator | IT Helpdesk Officer | Desktop Support Engineer | CRM AdministratorPROFESSIONAL ATTRIBUTES
PROFESSIONAL ATTRIBUTES
- Proven record of meeting deadlines, maintaining SLA standards, and ensuring service quality.
- Strong communication, teamwork, and client-handling skills across technical and non-technical teams.
- Detail-oriented, organized, and proactive in identifying and resolving IT or CRM issues.
- Excellent analytical and troubleshooting abilities with a focus on continuous improvement.