with over 3+ years of experience delivering L1/L2
support in large-scale enterprise environments. Strong background in incidents, problems, and
change management with strict SLA adherence. Hands-on expertise in Active Directory
administration, Microsoft 365 tenant management, endpoint security, and policy enforcement.
Adept at hardware/software diagnostics, network troubleshooting, and IT asset lifecycle
management to drive operational efficiency and user satisfaction.
WORK EXPERIENCE:
Provided L1/L2 technical support in a managed services and BPO environment, supporting
multiple client accounts.
Performed Active Directory user administration including account creation, password resets,
group membership, and access control.
Logged, categorized, and resolved incidents and service requests using ITSM/ticketing tools
while meeting SLA and KPI targets.
Maintained accurate IT asset records, user documentation, and incident resolution notes.
Configured and deployed desktops, laptops, printers, and peripheral devices for end users
Delivered consistent end-user support with a focus on customer satisfaction and first-call
resolution.
Troubleshot OS, application, and Outlook.
Prioritized and handling multiple helpdesk tickets through a ticketing system, ensuring
timely resolution while keeping users informed on progress.
Key Skills:
Operating System: Windows10/11 ,Windows server(Basic Administration).
Hardware Support: Desktop, Laptop, Printer, Scanner and Troubleshooting
Remote Support: AnyDesk, TeamViewer
Networking: Have a firm knowledge on TCP/IP, LAN/WAN, DNS, DHCP, IP Addressing.
Microsoft Technologies: Microsoft 365 (Outlook, Teams, Sharepoint, One drive)
Software Support: Installation, Configuration and troubleshooting
Security: Antivirus, Endpoint Protection, User Access Control
Backup and Recovery: Basic Data Backup and Restore
Courses and Certifications
Microsoft 365 Certified: Fundamentals (MS-900)
Microsoft Security, Compliance, and Identity Fundamentals (SC-900)
Location: Currently in Riyadh, open to relocate anywhere in KSA.
Iqama: (Transferable Iqama)
Availability: Immediate
???? Contact:
WhatsApp/Mobile: +966 508447012
Email: [email protected]