IT Help Desk Officer End-User Technical Support
Riyadh, Saudi Arabia +966 57 904 9410 [email protected]
LinkedIn: linkedin.com/in/fiaz-hussain-it-network-support Iqama: Transferable & Valid
PROFESSIONAL SUMMARY
IT Help Desk Officer with 7+ years of experience providing technical support to end users by troubleshooting hardware, software, network,
and system issues across corporate, retail, and hospitality environments. Skilled in installing and configuring computer equipment,
responding to help desk requests, maintaining IT records, and ensuring timely resolution of technical problems to support smooth daily
operations. Strong in Windows 10/11, Microsoft 365, Active Directory, LAN/Wi-Fi support, and ITSM ticketing. CCNA and MCSA certified
with Azure (AZ-900) and AWS cloud fundamentals. Based in Riyadh with a valid, transferable Iqama and immediate availability.
CORE COMPETENCIES
• Help Desk & End-User
Support
• Network Issue Resolution • Workstation Configuration • Active Directory & GPO • Help Desk Ticketing
• Hardware
Troubleshooting
• System Issue Diagnosis • Windows 10/11 Support • Printer & Peripheral
Support
• IT Records &
Documentation
• Software Troubleshooting • Computer Equipment
Installation
• Microsoft 365
Administration
• LAN / Wi-Fi Support • Vendor Coordination
PROFESSIONAL EXPERIENCE
IT Support Specialist Logical Network Solutions Dec 2023 – Dec 2025
Dubai, UAE
• Provided day-to-day help desk and technical support to 100+ end users across 5+ client sites, troubleshooting hardware, software,
network, and system issues with first-call resolution above 80%.
• Responded to and resolved 300+ help desk requests per month within agreed service levels, ensuring timely closure to keep daily
operations running smoothly.
• Installed and configured 200+ computer equipment items — desktops, laptops, printers, monitors, docking stations, and peripherals —
for new staff and replacement cycles.
• Administered 100+ Active Directory accounts (creation, password resets, group memberships) and resolved Microsoft 365 issues
across Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
• Diagnosed and resolved network connectivity problems — Wi-Fi authentication, DHCP failures, switch port issues, and cable patching
— to maintain office productivity.
• Maintained accurate IT records and asset details in the ITSM platform; documented troubleshooting steps, root causes, and resolutions
to support knowledge sharing.
IT Support Engineer Emporium Mall May 2020 – Jun 2022
Lahore, Pakistan
• Provided daily help desk support to 150+ mall staff and tenant teams, handling hardware, software, network, and peripheral issues in a
24/7 retail environment.
• Installed and configured 50+ workstations, printers, POS-adjacent terminals, and network devices for new staff and incoming tenant
departments.
• Rolled out scheduled software updates, security patches, and antivirus definitions across endpoints in line with established IT policies.
• Maintained IT documentation, asset records, and incident logs; tracked vendor faults and warranty claims to closure.
Technical Support Associate The Nishat Hotel Jan 2018 – Feb 2020
Lahore, Pakistan
• Supported 80+ hotel staff across front office, F&B, finance, and back-office teams, covering desktops, printers, 10+ POS terminals, and
hospitality systems.
• Achieved 99%+ uptime of critical IT systems — network connectivity, guest Wi-Fi, and guest-facing services — meeting 24/7 hospitality
SLAs.
• Installed and serviced 100+ IP CCTV cameras and access control points; liaised with third-party vendors for hardware servicing within
response timelines.
TECHNICAL SKILLS
Operating Systems: Windows 10/11, Windows Server 2016/2019
Hardware Support: Desktop & Laptop Servicing, Printers, Monitors, Docking Stations, Peripherals, PC Assembly & Repair
Software & Productivity: Microsoft 365 (Exchange Online, Outlook, Teams, SharePoint, OneDrive), MS Office Suite, Antivirus, Software
Installation & Updates
Identity & Access: Active Directory, Group Policy, Password & Account Management, MFA
Networking: LAN/WAN, TCP/IP, DHCP, DNS, Wi-Fi, Cable Patching, Basic Switching, VPN
IT Operations: Help Desk / ITSM Ticketing, Incident Resolution, IT Records & Documentation, Asset Management, Preventive
Maintenance, Vendor Coordination
Cloud Fundamentals: Microsoft Azure (AZ-900), AWS Cloud Practitioner
CERTIFICATIONS
• Cisco Certified Network Associate (CCNA) — Cisco Systems
• Microsoft Certified Solutions Associate (MCSA) — Windows Server & System Administration
• Microsoft Certified: Azure Fundamentals (AZ-900)
• AWS Certified Cloud Practitioner
• Microsoft 365 Training — Exchange Online, Teams, SharePoint & Security
EDUCATION
Bachelor of Science in Computer Science
Government College University, Faisalabad, Pakistan
LANGUAGES
English — Professional Working Proficiency Arabic — Conversational Urdu — Native