Ali

PERSONAL INFORMATION MEHMET ALI ULUTAŞ
Date of Birth: 8/5/1999 IT AND HELP DESK SPECIALIST
Driver License: B
Military Service: Completed PROFILE
CONTACT Results-driven IT Help Desk Specialist with 4+ years of hands-on experience delivering Tier 1/Tier 2 technical
support, managing IT infrastructure, and resolving a wide range of hardware, software, and network issues for
[відкрити контакти](див. вище в блоці «контактна інформація») end users. Skilled in Active Directory, Office 365, endpoint security, imaging/deployment, and automation
[відкрити контакти](див. вище в блоці «контактна інформація») scripting across domain environments. Known for fast incident resolution, clear technical documentation, and
Eyüpsultan building long-term solutions that keep systems running smoothly and users satisfied.

EDUCATION WORK EXPERIENCE
2014 - 2018
EVERGREEN TURKEY 2025 - 2026
İSTEK VAKFI OKULLARI
IT AND HELP DESK SPECIALIST
2018 - 2022
BEYKENT ÜNİVERSİTESİ
● Managed and administered IT operations across all domain users, using PsExec for remote
command execution, deployment, and troubleshooting company-wide.
Computer Engineering (ENG)
● Wrote and maintained advanced PowerShell/Batch scripts to automate routine administration
LANGUAGES tasks and reduce manual workload across the domain.
● Developed detailed Robocopy scripts to automate file synchronization, migration, and scheduled
Turkish — Native backup jobs across servers and NAS storage.
English — Good Level (Written & ● Performed disk imaging and standardized deployment for 150+ computers using Macrium Reflect,
Spoken) ensuring consistent configuration across new and replacement machines.
SKILLS ● Installed and configured CrowdStrike Falcon endpoint protection across the domain, and
managed detection/prevention policies and rules.
● Help Desk & Ticketing Systems ● Handled Tier 1/Tier 2 support tickets end-to-end, logging, prioritizing, and resolving incidents
● Windows 10/11, Windows within SLA targets using the help desk ticketing system.
Server and macOS Support ● Managed Active Directory user accounts, security groups, and Group Policy Objects across the
● Active Directory domain.
Administration ● Administered Office 365 tenant settings, mailboxes, licensing, and Microsoft Teams/SharePoint
● Office 365 / Google Workspace access.
Administration ● Carried out IT onboarding and offboarding processes, including account creation/deactivation,
● Network Troubleshooting: hardware provisioning, and access management.
LAN/WAN, TCP/IP, DNS, DHCP, ● Managed mobile devices and company laptops through MDM (Intune) enrollment and policy
VPN, Firewalls enforcement.
● Switch & Router Configuration ● Diagnosed and resolved a wide range of complex technical issues spanning hardware, software,
and Troubleshooting network, and security, often requiring in-depth root-cause analysis.
● Wireless Network (Wi-Fi) ● Provided technical support and troubleshooting for hardware, software, network, and VPN issues
Setup and Troubleshooting across the organization.
● IP Addressing, Subnetting and ● Provided remote desktop support services for remote and hybrid employees using TeamViewer,
Network Cabling (Cat5e/Cat6) AnyDesk, and VNC.
● Remote Support Tools ● Maintained IT asset inventory and technical documentation for domain infrastructure and
(TeamViewer, AnyDesk, RDP, recurring issues.
VNC) ● Diagnosed and resolved recurring hardware failures on desktops, laptops, printers, and scanners
● Mobile Device Management to minimize employee downtime.
(Intune / MDM) ● Diagnosed and resolved advanced LAN/WAN and wireless network issues, including switch,
● Endpoint Security & router, and access-point-level troubleshooting across multiple locations.
Antivirus/EDR Management ● Configured and troubleshot VPN connections, network shares, and printer mapping for on-site
● IT Asset & Inventory and remote staff.
Management ● Set up and configured new employee workstations, email accounts, and software licenses as part
● User Onboarding / Offboarding of the onboarding process.
Processes ● Communicated clearly with non-technical staff to translate technical issues into simple,
● ITIL-Aligned Incident, Problem understandable solutions.
and Change Management ● Escalated complex issues to Tier 3 support or vendors when needed, following up until full
resolution.
● SLA Management and
Escalation Handling ● Contributed to the internal knowledge base by documenting common issues, fixes, and step-by-
step guides.
● Hardware & Peripheral
Diagnostics and Repair ● Monitored ticket queues daily to ensure consistent, on-time responses across all support
channels.
● ISO Certification Process
Management ● Managed NAS (Network Attached Storage) devices, including storage allocation, backups, and
shared folder structures for departments.
● Technical Documentation and
SOP Writing ● Configured and maintained shared network drives and folder permissions, ensuring correct access
levels across teams.
● Front-End Development in
 Web Projects ● Verified backup jobs and assisted with disaster recovery testing to safeguard business-critical
● Microsoft Dynamics CRM data.
Management ● Supported cloud storage and file-sharing platforms (OneDrive, Google Drive) for cross-team
● Advanced Excel and Word collaboration.

● Strong Customer Service and ● Delivered basic cybersecurity awareness guidance to end users to reduce phishing and security
Communication Skills incidents.

● Software Installation and ● Tracked and reported IT support KPIs (response time, resolution time, ticket volume) to
management.
License Management
● Data Backup and Recovery DÖNPER DANIŞMANLIK HİZMETLERİ 2022 - 2025
Solutions IT AND HELP DESK SPECIALIST
● Knowledge Base and FAQ ● Conducted troubleshooting to resolve IT-related and application issues for 100+ users.
Article Creation
● Installed 100+ desktop computers during a company-wide upgrade.
● Remote/Hybrid Employee IT
Support
● Gained experience over the past years in resolving issues and errors encountered in the payroll
and accounting software used by employees within the company, as well as hands-on experience
● NAS (Network Attached in hardware troubleshooting and system installations.
Storage) Management and
● Provided maintenance and support services for office printers, computers, scanning devices, and
Configuration
other technological equipment.
● Shared Folder / Network Drive
● Troubleshot local and wide-area network connectivity issues, including switch, router, and
Setup and Permissions
wireless access point-level problems.
Management
● Provided clients with information on available upgrades and troubleshot computer-related
● Cross-Team Collaboration and
problems for both internal and external clients.
Escalation Reporting
● Created and managed user accounts via Active Directory.
● Backup Verification and
Disaster Recovery Support ● Managed Office 365 administration.

● Multi-Factor Authentication ● Created over 50 documents on IT procedures and policies, and managed ISO certification
(MFA) Deployment and processes for company quality assurance.
Support ● Provided remote desktop help services for remote workers.
● Cloud Storage and File Sharing ● Experience in frontend and design on accounting web applications.
Platforms (OneDrive, Google ● Managing the Microsoft Dynamics CRM system, correcting the problems experienced by customer
Drive) representatives and preparing a general status report every month.
● Cybersecurity Awareness ● Handled new employee onboarding and departing employee offboarding, including account
Guidance for End Users setup, equipment provisioning, and access removal.
● KPI and Performance ● Monitored and prioritized support tickets to meet response and resolution SLAs.
Reporting for IT Support ● Set up and configured VPN access, printers, and shared network drives for staff across multiple
● Basic Linux Command-Line office locations.
Troubleshooting ● Managed shared folder structures and access permissions on the company file server / NAS to
● Change Management and keep departmental data organized and secure.
Release Documentation ● Assisted employees with software installations, updates, and license activations on a daily basis.
● IT Asset Lifecycle Management ● Performed routine system checks and preventive maintenance to reduce recurring technical
(Procurement to Disposal) issues.
● Advanced Script Writing ● Trained new employees on IT systems, security best practices, and internal support procedures.
(PowerShell/Batch) for
● Coordinated with external vendors and suppliers for hardware repairs, replacements, and
Domain-Wide Administration
warranty claims.
● Advanced Robocopy Scripting
● Maintained detailed records of support requests, resolutions, and recurring issue trends for
for Automated File Sync and
management reporting.
Backup
● Assisted with IT asset lifecycle management, from procurement and deployment to retirement
● Remote Execution and
and disposal.
Management Across All
Domain Users via PsExec ● Supported change management processes by documenting system updates and configuration
changes.
● Disk Imaging and PC
Deployment with Macrium ● Inventory management and tracking.
Reflect
● CrowdStrike Falcon Installation REFERENCE
and Policy/Rule Management
Gürsel MUTLU
IT Manager
Phone: 5317365996
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)