**IT Help Desk Officer End-User Technical Support IT Support & Infrastructure**
Riyadh, Saudi Arabia +966 57 904 9410 [][email protected]](mailto:[email protected])
LinkedIn: linkedin.com/in/fiaz-hussain-it-network-support
Iqama: Valid & Transferable Availability: Immediate
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## PROFESSIONAL SUMMARY
IT Help Desk Officer with 7+ years of experience providing end-user technical support across corporate, retail, and hospitality environments. Skilled in troubleshooting hardware, software, network, printer, Microsoft 365, Active Directory, and system-related issues while ensuring timely resolution of help desk requests.
Strong hands-on experience in Windows 10/11 support, workstation setup, computer equipment installation, LAN/Wi-Fi troubleshooting, ITSM ticketing, asset records, IT documentation, and vendor coordination. Experienced in supporting fast-paced 24/7 operations with a strong focus on service quality, user satisfaction, system availability, and smooth daily business operations.
Based in Riyadh with a valid transferable Iqama and immediate availability for IT Help Desk, IT Support, Technical Support, and End-User Support roles.
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## CORE COMPETENCIES
* Help Desk & End-User Support
* Hardware & Software Troubleshooting
* Windows 10/11 Support
* Microsoft 365 Administration
* Active Directory User Support
* Password Reset & Access Management
* Workstation Installation & Configuration
* Printer & Peripheral Support
* LAN / Wi-Fi Troubleshooting
* Network Issue Resolution
* Help Desk / ITSM Ticketing
* IT Records & Documentation
* Computer Equipment Installation
* Incident Diagnosis & Resolution
* Asset Management
* Vendor Coordination
* Preventive Maintenance
* Remote Desktop Support
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## PROFESSIONAL EXPERIENCE
### IT Support Specialist
**Logical Network Solutions — Dubai, UAE**
**Dec 2023 – Dec 2025**
* Provided day-to-day help desk and technical support to 100+ end users across multiple client sites, resolving hardware, software, network, printer, and system issues.
* Responded to and resolved help desk requests within agreed service levels, ensuring smooth daily operations and minimum user downtime.
* Installed and configured desktops, laptops, printers, monitors, docking stations, IP phones, and other computer peripherals for new staff and replacement cycles.
* Administered Active Directory user accounts, including account creation, password resets, group memberships, access permissions, and basic Group Policy support.
* Supported Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
* Diagnosed and resolved network connectivity issues including Wi-Fi authentication problems, DHCP failures, switch port issues, cable patching, and VPN access.
* Maintained IT asset records, support logs, troubleshooting documentation, and incident reports in the ITSM platform.
* Coordinated with vendors, ISPs, and service providers for hardware replacement, warranty claims, SLA follow-up, and issue escalation.
* Assisted in endpoint security tasks including antivirus updates, software patching, and basic IT policy compliance.
* Improved support efficiency by documenting repeat issues, standard troubleshooting steps, and user support procedures.
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### IT Support Engineer
**Emporium Mall — Lahore, Pakistan**
**May 2020 – Jun 2022**
* Delivered daily IT support to 150+ mall staff and tenant teams in a 24/7 retail environment.
* Troubleshot desktop, laptop, printer, POS-adjacent terminal, network, Wi-Fi, and peripheral issues.
* Installed and configured workstations, printers, network devices, access points, and end-user equipment for new departments and tenants.
* Supported LAN/WAN connectivity, VLAN-based networks, Wi-Fi access points, basic switch configuration, and cable patching.
* Rolled out scheduled software updates, antivirus updates, and security patches across endpoints.
* Maintained IT documentation, asset records, incident logs, network notes, and vendor service records.
* Assisted with IP CCTV, NVR/DVR connectivity, structured cabling, and low-current system support.
* Coordinated with contractors and vendors for cabling, network expansion, device replacement, and warranty support.
* Reduced recurring incidents by identifying root causes and applying corrective actions.
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### Technical Support Associate
**The Nishat Hotel — Lahore, Pakistan**
**Jan 2018 – Feb 2020**
* Supported 80+ hotel staff across Front Office, F&B, Finance, Housekeeping, HR, and Administration departments.
* Provided technical support for desktops, laptops, printers, POS terminals, guest Wi-Fi, IP phones, smart TVs, and hospitality IT systems.
* Assisted with PMS and POS system support, user access issues, terminal connectivity, printer problems, and vendor coordination.
* Maintained critical hotel IT systems in a 24/7 environment to support smooth guest services and hotel operations.
* Installed, configured, and maintained computer equipment, printers, scanners, POS devices, IP phones, and network peripherals.
* Monitored network connectivity, backup status, antivirus updates, and system alerts.
* Supported IP CCTV cameras, NVR/DVR systems, and access control devices.
* Created and maintained SOPs, IT asset records, support logs, and troubleshooting guides.
* Trained hotel staff on basic IT usage, password security, email usage, and IT policy compliance.
* Coordinated with software vendors, ISPs, and hardware suppliers for technical support and service escalation.
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## TECHNICAL SKILLS
**Operating Systems:** Windows 10/11, Windows Server 2016/2019
**Hardware Support:** Desktops, Laptops, Printers, Monitors, Docking Stations, Scanners, Peripherals, PC Assembly & Repair
**Microsoft 365:** Outlook, Teams, SharePoint, OneDrive, Exchange Online, MS Office Suite
**Identity & Access:** Active Directory, Group Policy, Password Reset, User Account Management, Access Permissions, MFA Support
**Networking:** LAN/WAN, TCP/IP, DHCP, DNS, Wi-Fi, Cable Patching, Basic Switching, VPN, Router & Switch Support
**IT Operations:** Help Desk Ticketing, Incident Resolution, IT Records, Asset Management, Preventive Maintenance, Vendor Coordination
**Security & Systems:** Antivirus, Endpoint Updates, Backup Monitoring, CCTV, IP Cameras, NVR/DVR, Access Control
**Cloud Fundamentals:** Microsoft Azure Fundamentals, AWS Cloud Fundamentals
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## CERTIFICATIONS
* Cisco Certified Network Associate — CCNA
* Microsoft Certified Solutions Associate — MCSA
* Microsoft Certified: Azure Fundamentals — AZ-900
* AWS Certified Cloud Practitioner
* Microsoft 365 Training — Exchange Online, Teams, SharePoint & Security
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## EDUCATION
**Bachelor of Science in Computer Science**
Government College University, Faisalaba