About
Results-driven Senior IT Technical Support Engineer with over 6 years of expertise in cloud technologies, infrastructure management, and enterprise support. Proficient in Azure AD, Intune, Jira ITSM, and Windows Server, consistently reducing system downtime by 25% and improving first-call resolution rates by 30%. Leverages Microsoft Certified Azure Administrator (AZ-104) and Solutions Architect Expert (AZ-305) certifications to manage complex technical environments and deliver exceptional customer service in enterprise settings.
Work
Doha, Doha, Qatar
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Summary
Currently serving as an IT Support Engineer, I manage critical hardware, software, and network systems, ensuring high availability and exceptional customer satisfaction for a leading media network.
Highlights
Resolved over 200 monthly IT incidents across hardware, software, and network systems, consistently maintaining a 97% customer satisfaction rate through expert troubleshooting.
Streamlined service desk operations using Jira ITSM, reducing ticket resolution time by 40% through automated workflows and priority management.
Developed and documented a comprehensive knowledge base with 150+ technical procedures, directly improving first-call resolution rates by 30%.
Deployed and configured enterprise applications across 500+ endpoints, achieving 99.5% system uptime through proactive monitoring and maintenance.
Provided advanced technical assistance and support, troubleshooting complex hardware, software, and network issues for diverse stakeholders.
Dubai, Dubai, United Arab Emirates
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Summary
As an IT Support Engineer, I was responsible for the entire IT infrastructure across multiple retail locations, implementing proactive strategies to minimize downtime and optimize user support.
Highlights
Managed IT infrastructure across 50+ retail locations, successfully reducing system downtime by 25% through comprehensive preventive maintenance programs.
Administered Avaya phone systems and a mobile device fleet, providing L1/L2 issue resolution for over 800 end-users.
Implemented robust network monitoring solutions that proactively identified and resolved 95% of potential issues before impacting end-users.
Conducted regular on-site visits to branches to ensure optimal functionality of all IT-related POS systems and equipment, delivering timely preventive maintenance.
Khartoum, Khartoum, Sudan
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Summary
As a Technical Support Engineer, I was instrumental in designing, deploying, and maintaining critical network and directory services, significantly enhancing system availability and security.
Highlights
Architected and deployed wireless Point-to-Point (P2P) networks utilizing Ubiquiti equipment, achieving 99.8% network availability across remote sites.
Administered Active Directory for 300+ users, implementing Group Policy solutions that reduced security incidents by 60%.
Configured and integrated surveillance systems (DVR/NVR) for 20+ locations within the existing network infrastructure.
Managed the full lifecycle of hardware and software deployment and configuration for end-users, including PCs, laptops, and printers.
Languages
Arabic
English
Skills
Cloud Platforms & Services
Microsoft Azure, Azure Active Directory, Azure AD Connect, Intune, Office 365, Azure DevOps, PowerShell, Cloud Architecture & Automation, IoT Development & Azure Integration.
ITSM & Ticketing Systems
Jira Service Management, ServiceNow, BMC Remedy, Microsoft System Center, SCCM, Remote Desktop Tools, Jira ITSM.
Infrastructure & Networking
Windows Server 2012/2016/2019, Active Directory, Group Policy, DNS/DHCP, VMware, Hyper-V, Ubiquiti Wireless, Network Switches, Network Security & Monitoring, Wireless P2P Networks.
Hardware & Systems
POS Systems, Avaya IP Phones, DVR/NVR Systems, Python Scripting, Mobile Device Management, Endpoint Management.
Core Competencies
Problem-Solving, Troubleshooting, Root Cause Analysis, Leadership, Cross-functional Team Collaboration, Incident Response Management, Customer Focus, Process Improvement, Automation, Optimization, Knowledge Management.