I am a Senior IT Engineer with 8+ years of experience in IT support, infrastructure configuration, and technical issue resolution. I specialize in Active Directory, Azure administration, Intune MDM & MAM policies, Microsoft 365, VMware, and IVR solutions. My expertise includes Level 2/3 IT support and management of critical IT systems, such as servers, networks, and applications. I have a Bachelor of Information Technology from Khartoum University.
In my previous role at Expo Dubai, I provided VIP and Royal guests with Level 2/3 IT support, worked with vendors to enhance IT services and maintained IT infrastructure. I also managed Intune MDM & MAM policies and provided regular performance reports to management. As an IT Lead at Emirates Post Group, I installed and configured hardware and software, resolved escalated customer inquiries, managed L1 & L2 support teams, and established effective policies.
At Abu Dhabi Municipality, I provided L1 and L2 IT support, monitored critical application alerts, and administered Citrix XenApp, Citrix Xen Desktop, and Virtual Desktop Policy. I also managed Microsoft SQL server databases and infrastructure, configured new laptops and desktops, implemented asset tracking procedures, and reviewed IT procedures based on ITIL standards.
I have experience with pre-sales and post-sales technical support, training customers, resolving complaints, and tracking sales performance metrics. I possess professional skills in project management, troubleshooting, problem-solving, leadership, time management, attention to detail, adaptability, creativity, and complaint handling. I am proficient in Citrix XenApp and XenDesktop, Microsoft 365, SharePoint, MS Teams, OneDrive, VDI master image, SQL server, root cause analysis (RCA), virtual desktop policy, and VMware.
I have completed training in Azure Cloud Administration, CCIE Routing & Switching, ITIL V3, HDI customer service, and incident management processes.