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
[відкрити контакти](див. вище в блоці «контактна інформація») 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
Ukraine scripting across domain environments. Also experienced in workflow automation and system integration, building
Zapier-based workflows and API/webhook integrations that move data reliably between business platforms.
EDUCATION Known for fast incident resolution, clear technical documentation, and building long-term solutions that keep
systems running smoothly and users satisfied.
2014 - 2018
İSTEK VAKFI OKULLARI
2018 - 2022 WORK EXPERIENCE
BEYKENT ÜNİVERSİTESİ
Computer Engineering (ENG) EVERGREEN TURKEY 2025 - 2026
IT AND HELP DESK SPECIALIST
LANGUAGES
● Managed and administered IT operations across all domain users, using PsExec for remote command
Turkish — Native execution, deployment, and troubleshooting company-wide.
English — Good Level (Written & Spoken) ● Wrote and maintained advanced PowerShell/Batch scripts to automate routine administration tasks and
reduce manual workload across the domain.
SKILLS ● Developed detailed Robocopy scripts to automate file synchronization, migration, and scheduled backup jobs
● Help Desk & Ticketing Systems across servers and NAS storage.
● Windows 10/11, Windows Server and ● Performed disk imaging and standardized deployment for 150+ computers using Macrium Reflect, ensuring
macOS Support consistent configuration across new and replacement machines.
● Active Directory Administration ● Installed and configured CrowdStrike Falcon endpoint protection across the domain, and managed
detection/prevention policies and rules.
● Office 365 / Google Workspace
Administration ● Handled Tier 1/Tier 2 support tickets end-to-end, logging, prioritizing, and resolving incidents within SLA
targets using the help desk ticketing system.
● Workflow Automation with Zapier
(Multi-App Integrations) ● Managed Active Directory user accounts, security groups, and Group Policy Objects across the domain.
● API and Webhook Integrations, Data ● Administered Office 365 tenant settings, mailboxes, licensing, and Microsoft Teams/SharePoint access.
Mapping and Field Configuration ● Carried out IT onboarding and offboarding processes, including account creation/deactivation, hardware
● CRM Data Flow Automation and provisioning, and access management.
Integration Troubleshooting ● Managed mobile devices and company laptops through MDM (Intune) enrollment and policy enforcement.
● Network Troubleshooting: LAN/WAN, ● Diagnosed and resolved a wide range of complex technical issues spanning hardware, software, network, and
TCP/IP, DNS, DHCP, VPN, Firewalls
security, often requiring in-depth root-cause analysis.
● Switch & Router Configuration and
● Provided technical support and troubleshooting for hardware, software, network, and VPN issues across the
Troubleshooting
organization.
● Wireless Network (Wi-Fi) Setup and
● Provided remote desktop support services for remote and hybrid employees using TeamViewer, AnyDesk,
Troubleshooting
and VNC.
● IP Addressing, Subnetting and Network
Cabling (Cat5e/Cat6)
● Maintained IT asset inventory and technical documentation for domain infrastructure and recurring issues.

● Remote Support Tools (TeamViewer,
● Diagnosed and resolved recurring hardware failures on desktops, laptops, printers, and scanners to minimize
AnyDesk, RDP, VNC) employee downtime.

● Mobile Device Management (Intune /
● Diagnosed and resolved advanced LAN/WAN and wireless network issues, including switch, router, and
MDM) access-point-level troubleshooting across multiple locations.
● Endpoint Security & Antivirus/EDR ● Configured and troubleshot VPN connections, network shares, and printer mapping for on-site and remote
Management staff.
● IT Asset & Inventory Management ● Set up and configured new employee workstations, email accounts, and software licenses as part of the
onboarding process.
● User Onboarding / Offboarding
Processes ● Communicated clearly with non-technical staff to translate technical issues into simple, understandable
solutions.
● ITIL-Aligned Incident, Problem and
Change Management ● Escalated complex issues to Tier 3 support or vendors when needed, following up until full resolution.
● SLA Management and Escalation ● Contributed to the internal knowledge base by documenting common issues, fixes, and step-by-step guides.
Handling ● Monitored ticket queues daily to ensure consistent, on-time responses across all support channels.
● Hardware & Peripheral Diagnostics and ● Managed NAS (Network Attached Storage) devices, including storage allocation, backups, and shared folder
Repair
structures for departments.
● ISO Certification Process Management ● Configured and maintained shared network drives and folder permissions, ensuring correct access levels
across teams.

● Technical Documentation and SOP ● Verified backup jobs and assisted with disaster recovery testing to safeguard business-critical data.
Writing ● Supported cloud storage and file-sharing platforms (OneDrive, Google Drive) for cross-team collaboration.
● Front-End Development in Web ● Delivered basic cybersecurity awareness guidance to end users to reduce phishing and security incidents.
Projects
● Tracked and reported IT support KPIs (response time, resolution time, ticket volume) to management.
● Microsoft Dynamics CRM Management
● Advanced Excel and Word DÖNPER DANIŞMANLIK HİZMETLERİ 2022 - 2025
● Strong Customer Service and IT AND HELP DESK SPECIALIST
Communication Skills ● Conducted troubleshooting to resolve IT-related and application issues for 100+ users.
● Software Installation and License ● Installed 100+ desktop computers during a company-wide upgrade.
Management
● Built and maintained Zapier-based automation workflows and system integrations, connecting social media
● Data Backup and Recovery Solutions
lead sources to the company CRM through the provided API endpoints, and configuring the required data
● Knowledge Base and FAQ Article flows, field mappings, and system settings for each integration.
Creation ● Monitored and troubleshot integration issues between connected platforms, resolving mapping,
● Remote/Hybrid Employee IT Support authentication, and delivery failures to ensure data was transferred reliably end to end.
● NAS (Network Attached Storage) ● Gained experience over the past years in resolving issues and errors encountered in the payroll and
Management and Configuration accounting software used by employees within the company, as well as hands-on experience in hardware
● Shared Folder / Network Drive Setup troubleshooting and system installations.
and Permissions Management ● Provided maintenance and support services for office printers, computers, scanning devices, and other
● Cross-Team Collaboration and technological equipment.
Escalation Reporting ● Troubleshot local and wide-area network connectivity issues, including switch, router, and wireless access
● Backup Verification and Disaster point-level problems.
Recovery Support ● Provided clients with information on available upgrades and troubleshot computer-related problems for both
● Multi-Factor Authentication (MFA) internal and external clients.
Deployment and Support ● Created and managed user accounts via Active Directory.
● Cloud Storage and File Sharing ● Managed Office 365 administration.
Platforms (OneDrive, Google Drive)
● Created over 50 documents on IT procedures and policies, and managed ISO certification processes for
● Cybersecurity Awareness Guidance for
company quality assurance.
End Users
● Provided remote desktop help services for remote workers.
● KPI and Performance Reporting for IT
Support ● Experience in frontend and design on accounting web applications.
● Basic Linux Command-Line ● Managing the Microsoft Dynamics CRM system, correcting the problems experienced by customer
Troubleshooting representatives and preparing a general status report every month.
● Change Management and Release ● Handled new employee onboarding and departing employee offboarding, including account setup,
Documentation equipment provisioning, and access removal.
● IT Asset Lifecycle Management ● Monitored and prioritized support tickets to meet response and resolution SLAs.
(Procurement to Disposal) ● Set up and configured VPN access, printers, and shared network drives for staff across multiple office
● Advanced Script Writing locations.
(PowerShell/Batch) for Domain-Wide ● Managed shared folder structures and access permissions on the company file server / NAS to keep
Administration
departmental data organized and secure.
● Advanced Robocopy Scripting for
● Assisted employees with software installations, updates, and license activations on a daily basis.
Automated File Sync and Backup
● Performed routine system checks and preventive maintenance to reduce recurring technical issues.
● Remote Execution and Management
Across All Domain Users via PsExec ● Trained new employees on IT systems, security best practices, and internal support procedures.
● Disk Imaging and PC Deployment with ● Coordinated with external vendors and suppliers for hardware repairs, replacements, and warranty claims.
Macrium Reflect ● Maintained detailed records of support requests, resolutions, and recurring issue trends for management
● CrowdStrike Falcon Installation and reporting.
Policy/Rule Management ● Assisted with IT asset lifecycle management, from procurement and deployment to retirement and disposal.
● Supported change management processes by documenting system updates and configuration changes.
● Inventory management and tracking.

REFERENCE
Gürsel MUTLU
IT Manager
Phone: 5317365996
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)