Mustafa Mahmoud Abdalla Omer Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

• Deliver comprehensive technical support for software, and network infrastructure, ensuring seamless operation and minimal downtime.• Expertly manage and administer Active Directory (AD) and Azure environments, overseeing user accounts, permissions, and access controls.• Implement and support Microsoft Intune for advanced device management and security enforcement.• Oversee the deployment, configuration, and maintenance of systems, servers, and network devices to align with organizational standards.• Execute Windows image and application updates/upgrades, ensuring systems remain secure and compliant.• Proactively monitor system performance, identifying and implementing enhancements to optimize efficiency.• Resolve complex user account and device issues, ensuring swift resolution to maintain business continuity.• Lead and contribute to IT projects, including system upgrades, migrations, and new technology deployments.• Maintain detailed documentation of technical processes, issues, and resolutions for knowledge sharing and future reference.• Provide expert-level training and support to end-users, enhancing their proficiency with IT tools and applications.

Dubai, United Arab Emirates

• Being the first point of contact for customers' Technical issues.• Handling the first level technical issue through different channels like phone, mail, remote access, etc. • Managing the customers all requests & incidents received over the phone or e-mail with a customer satisfaction attitude • Analyzing requests & incidents, performing first-level diagnostics, Troubleshooting and applying solutions.• Keeping the customer updated about the incident and regular update of status to the customer as per SLA by busing CRM system and ticketing system. • Doing 1st level of troubleshooting and trying to resolve it in one go or else escalate to the right department post classification and segregation

United Arab Emirates

• Provide end-user tech support and troubleshoot issues.• Manage help desk requests and prioritize tasks.• Install and update software, perform hardware maintenance.• Document support activities and configurations.• Offer remote assistance and user training.• Support system upgrades and migrations.• Monitor system performance and ensure security.• Maintain professionalism and high-level customer service.• Handle mobile device support and vendor coordination.

Dubai, United Arab Emirates

• Interview clients to gather information useful in providing recommendations and solutions• to a technical problem and maintains customer satisfaction.• Help Customers to Install, configure, and troubleshoot The Tasheel System and MOHREMobile Application.• Educate customers on the features of company Tasheel System / MOHRE MobileApplication to minimize technical challenges.• Document & track customer issues using ticketing system to ensure resolution.• Provides assistance in handling customer’s technical requirement• Ensure compliance with service agreements to evade legal issues.• Follow-up on customers to ensure their issues are completely resolved

India

• Microsoft Server Installation & Configuration• Troubleshooting and maintenance Microsoft Active Directory (users/computers)• SQL Knowledge , DNS and DHCP. / Wireless Network, Network Communication• Working on cloud solutions on Microsoft Azure platform.• Upgrade Systems with New Releases & Models & Backups the Data in Serve• Monitoring System Performance & Server Performances• Experience with reasonably complex IT infrastructure. Configure, implement, and• maintain system security strategies, policies, and procedures

Master'S Degree, Information Technology, First Class With Distinction

Bachelor Of Information Technology, Information Technology, Second Class