Currently based in Jeddah with transferable iqama, I bring over 14 years of hands-on experience in L2 support, systems administration, and network infrastructure management across hybrid enterprise environments in India and Saudi Arabia. My career spans mission-critical roles supporting renowned organizations such as Ceva, Sabre, KAUST, IsDB, The Kanoo, VSNL, IIM Lucknow, Indian Railway (CRIS), MetLife, HDFC, and Airtel Ltd.
I specialize in delivering scalable IT solutions, driving operational excellence, and ensuring seamless service delivery across diverse sectors and geographies. Whether it’s resolving endpoint issues, managing enterprise assets, or optimizing cloud infrastructure, I thrive in fast-paced, multi-site environments where reliability and user satisfaction are paramount.

🔧 Technical Skillset & Capabilities :

🔹IT Helpdesk & End-User Support :
Delivering responsive support for microsoft windows, desktop and laptop environments across enterprise sites. Resolving OS-level errors, application crashes, driver conflicts, and peripheral issues. Supporting user onboarding/offboarding, profile migration and remote desktop setup. Ensuring high user satisfaction through clear communication and SLA-driven resolution.

🔹Microsoft 365 Administration :
Providing support for Microsoft 365 user account creation, password resets, license assignment, and mailbox setup in Exchange Online. Assisting users with OneDrive sync issues, Teams access problems. Managing Azure AD tasks such as group membership updates and MFA activation. Escalating advanced issues like hybrid sync failures or service outages to higher-level support teams while maintaining clear documentation and user communication.

🔹Active Directory, Group Policy, and Windows Server :
Deploying and maintaining Windows Server environments. Managing domain controllers, Designing and enforcing GPOs for security hardening, software deployment, and user restrictions.

🔹Hardware & Peripheral Troubleshooting :
Diagnosing desktops, laptops, printers and mobile devices across mixed vendor environments (HP, Dell, Lenovo, Canon, Epson etc.). Performing RAM/HDD/SSD upgrades, BIOS updates. Supporting docking stations, USB peripherals, and display configurations. Ensuring compatibility across Windows/macOS platforms.

🔹Remote Support Tools :
Providing secure remote assistance using RDP, TeamViewer, AnyDesk. Performing live diagnostics, registry edits, driver rollbacks, and software installations. Supporting VPN connectivity.

🔹Ticketing Systems :
Managing incidents and service requests in alignment with ITIL best practices using platforms such as ServiceNow, Salesforce, ManageEngine ServiceDesk Plus, and Siebel CRM. Ensuring SLA adherence, prioritization, and escalation workflows based on ITIL-defined severity levels and impact analysis. Collaborating with cross-functional teams for root cause analysis, Continuous Service Improvement (CSI), and proactive service enhancement.

🔹Networking: TCP/IP, DNS, DHCP, LAN/WAN, Switching & Uplink :
Troubleshooting packet loss, IP conflicts, and routing issues. Supporting VLAN tagging, switch uplinks, and port configurations across Cisco, HP, and Netgear devices. Ensuring stable connectivity across multi-site WAN links and VPN tunnels.

🔹Endpoint Security: Antivirus, BitLocker, Data Protection :
Deploying and managing enterprise-grade antivirus solutions (Symantec, Trend Micro, Windows Defender). Enforcing BitLocker encryption policies and GPO. Implementing, USB restrictions, and email filtering. Monitoring threat logs, quarantine reports, and remediation actions.

🔹IT Asset & Vendor Management :
Maintaining accurate inventory of 500+ IT assets across distributed sites using tools and Excel-based trackers. Coordinating with vendors for procurement, AMC renewals, warranty claims, and hardware replacements. Ensuring compliance with asset lifecycle policies and budget constraints.

🔹SLA Monitoring & Escalation Handling :
Monitoring SLA metrics across helpdesk queues and service categories in line with ITSM standards. Prioritizing and escalating critical issues to L3 teams or vendors using predefined escalation matrices. Generating weekly/monthly SLA reports for management review and service performance tracking. Supporting major incident protocols and contributing to continuous improvement through documentation.

🔹Backup & Data Recovery :
Designing and executing backup strategies using built-in Windows tools and cloud-based platforms. Performing restore operations for user profiles, PST files, system images, and encrypted volumes. Validating backup integrity and conducting periodic recovery drills.

🔹ERP/GDS/CRM Application Support :
Providing client-side support for enterprise platforms such as IBM AS/400 (iSeries), SAP ERP, Oracle ERP and industry-specific CRM/GDS systems. Responsible for user access management, interface troubleshooting, and coordination with vendors and internal teams to ensure smooth patching, upgrades, and application integration from the end-user perspective.