Available to hire
I am a solution-oriented IT professional with deep expertise in IT support, project management, and service delivery across Nuclear, Telecom, and Technology sectors. I translate complex ICT issues into actionable plans that minimize impact on programs and operations, while driving continuous improvements in end-user computing and infrastructure.
I enjoy mentoring teams, guiding agile implementations, handling onboarding/offboarding, and coordinating procurement and asset management. I thrive in fast-paced environments across the MENA region and am passionate about leveraging cloud, security, and automation to deliver reliable IT services.
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
English
Fluent
Work Experience
IT Support Team Leader at Tech-Mahindra (Managing Infra ENEC Project)
May 1, 2019 - PresentLead IT Support Team across Central and remote offices in the MENA region. Provided technical guidance on Windows, Apple, Cisco Aivanti, and related tools; assigned tickets based on team skills; supervised VIP user incidents; drove continuous improvements in the EUC environment; owned change tasks and migrations per CAP advisory; managed network infrastructure (Cisco, Palo Alto); selected agile or waterfall framework for UAT and annual asset verification; prepared evaluation checklists for IT procurement; ensured SOE updates for end-user devices; monitored ITSM tools (NNM, Omi, Nexthink); managed AV/telephony systems (Zoom, Cisco IP Office); oversaw onboarding/offboarding; supported IT procurement and asset management; delivered team training; maintained SOPs and user manuals.
IT Support Team Leader at Tech-Mahindra (Managing Infra ENEC Project)
May 1, 2019 - PresentProvide technical support guidance to the IT Support Team, share updates from management and vendors (Windows, Apple, Cisco, Ivanti, etc.), assign tickets by skill, supervise VIP user tickets to resolution, drive continuous improvements across the EUC environment, own change tasks and migrations per CAP advisory, manage Central and remote offices across MENA (Cisco, Palo Alto), select Agile or Waterfall framing for new software UAT and annual asset verification, prepare evaluation checklists for IT procurement, ensure end-user device SOEs are current, monitor ITSM tools (NNM, Omi, Nexthink), supervise AV/Zoom and Cisco IP Office telephony, oversee IT onboarding and off-boarding processes, support IT procurement and asset management, and provide team training and SOP/documentation updates.
IT Support Team Leader at Tech-Mahindra (Managing Infra ENEC Project)
May 1, 2019 - PresentProvide technical guidance and hands-on support to IT Support Team; assign tickets based on skill set; monitor VIP users' tickets; drive continuous improvements across EUC environment; own change tasks and migrations per CAP advisory; coordinate across MENA networks (Cisco, Palo Alto); select suitable Agile/Waterfall framework for UAT and Annual Assets verification; provide procurement evaluation checklists; ensure SOE compliance; monitor and administer ITSM Tools (NNM, Omi, Nexthink); manage AV System (Zoom) and Cisco IP Office; oversee onboarding/offboarding; support IT procurement and asset management; train team members; maintain SOP documentation.
NOC L1: IT Help Desk Support Engineer at Smart World (ADAA Project)
April 30, 2019 - October 14, 2025Monitor and analyze systems tools (Arcsight, Palo Alto, Riverbed OPNET, NNMi, Splunk); maintain incident tickets to demonstrate resolution; deliver technical service to end users; respond to support calls; diagnose system, network, software, and hardware issues; coordinate tasks between team members; provide preventive maintenance and quick problem resolution; manage internal IT backup and disaster recovery; uphold information security controls; document issues and solutions for future reference.
NOC L1: IT Help Desk Support Engineer at Smart World (ADAA Project)
April 1, 2019 - October 14, 2025Monitored systems and tools (Arcsight, Palo Alto, Riverbed OPNET, NNMi, Splunk); managed incident tracking to demonstrate issue response/resolution; delivered technical service to end users; diagnosed and troubleshot system, network, software, and hardware issues; coordinated team tasks; performed preventative maintenance to ensure infrastructure and application stability; managed backups and disaster recovery; maintained asset records and information security controls; documented issues and resolutions for future reference.
NOC L1: IT Help Desk Support Engineer at Smart World (ADAA Project)
April 1, 2019 - October 14, 2025Monitor and analyze system tools (Arcsight, Palo Alto, Riverbed OPNET, NNMi, Splunk, etc.), maintain incident tickets for compliance with response/resolution SLAs, deliver technical service to end users, diagnose and troubleshoot system/network issues, coordinate activities across team, perform preventative maintenance, manage internal backups and disaster recovery, preserve assets via DR and information security controls, and maintain issue/success logs for future reference.
Junior IT Support Engineer at Cupola Teleservice (Managing HP EMIA Region Project)
June 30, 2015 - October 14, 2025Diagnose and order parts for commercial printers; coordinate deliveries across the Middle East and Europe to service sites; ensure service delivery meets or exceeds customer expectations; liaise with L2/L3 engineers to determine action plans; support SLP agreements between HP and Samsung for UAE programs.
Junior IT Support Engineer at Cupola Teleservice (Managing HP EMIA Region Project)
June 1, 2015 - October 14, 2025Diagnosed and ordered parts for commercial printers, coordinating with warehouses across the Middle East and Europe. Ensured high-quality service delivery, maintained service delivery processes, and collaborated with L2/L3 engineers to determine action plans. Supported SLP program in UAE under HP/Samsung agreements.
Junior IT Support Engineer at Cupola Teleservice (Managing HP EMIA Region Project)
June 1, 2015 - October 14, 2025Diagnose and order parts for commercial printers, coordinate with warehouses across Middle East and Europe to site issues in KSA/UAE, ensure high-quality service delivery and support, collaborate with L2/L3 engineering for action plans, support SLP regarding HP-Samsung agreements in UAE.
Customer Service Representative at Roads and Transport Authority
June 30, 2013 - October 14, 2025Identify customer needs, update CRM, build sustainable relationships with customers; maintain records and files; follow policies and procedures; engage with customers to deliver value.
Customer Service Representative at Roads and Transport Authority
June 1, 2013 - October 14, 2025Assessed customer needs to achieve satisfaction, updated CRM records, fostered sustainable relationships, processed documents, followed procedures, guidelines, and policies, and consistently went the extra mile to engage with customers.
Customer Service Representative at Roads and Transport Authority
June 1, 2013 - October 14, 2025Identify customer needs, update CRM, build sustainable relationships, maintain records of interactions, process customer accounts, follow procedures and policies, go the extra mile to engage with customers.
National Duty Service at Sudan Government
October 31, 2012 - October 14, 2025Completed national service duties with dedication and commitment.
National Duty Service at Sudan Government
October 1, 2012 - October 14, 2025Participated in national service responsibilities as part of public sector engagement.
National Duty Service at National Duty Service
October 1, 2012 - October 14, 2025Served in Sudan Government service during National Duty; contributed to ICT-related tasks and general operational support.
IT Support Internship at AFISC (Support ZAIN Telecom)
October 31, 2011 - October 14, 2025Support Microsoft Server Platform, Windows Server 2003-2008 and Client OS; diagnose problems via phone and email; monitor tickets; VIP support; collaborate with Network Team on local and remote infrastructure.
IT Support Internship at AFISC (Support ZAIN Telecom)
October 1, 2011 - October 14, 2025Supported Microsoft Server Platform, Windows Client, problem analysis via phone/email; monitored tickets to ensure VIP support; collaborated with Network Team to manage local and remote infrastructure.
IT Support Internship at AFISC (Support ZAIN Telecom)
October 1, 2011 - October 14, 2025Support Microsoft Server Platform (Windows Server 2003-2008) and clients (WinXP-Win7), analyze and diagnose problems via phone/email, monitor tickets with VIP support, collaborate with Network Team to manage local and remote networks.
Education
B.Sc. (Honors) Computer and Electronic System Engineering at University of Science and Technology, Khartoum/Sudan
October 1, 2005 - September 30, 2010B.Sc. (Honors) Computer and Electronic System Engineering at University of Science and Technology, Khartoum/Sudan
October 1, 2005 - September 1, 2010B.Sc. (Honors) Computer and Electronic System Engineering at University of Science and Technology, Khartoum
October 1, 2005 - September 1, 2010Qualifications
Huawei: Training at the networks and IT office support
January 1, 2012 - October 14, 2025CTS Cupola Teleservices: Customer service & Quality assurance
January 1, 2013 - October 14, 2025ITIL V3 Foundation
January 1, 2015 - October 14, 2025MCSE, MCSA, CCNA R&S
January 1, 2016 - October 14, 2025CompTIA Network+, CompTIA Security+, CCNP R&S
January 1, 2017 - October 14, 2025Python, SQL, Linux, PCSNE, NSE 1,2
January 1, 2019 - October 14, 2025Nexthink Associate
January 1, 2022 - October 14, 2025Foundations of Google Project Management, Microsoft Azure: az-900, Office 365 Administration
January 1, 2023 - October 14, 2025eJPT, ISC² CC, PMI-CAPM
January 1, 2024 - October 14, 2025Huawei: Training at the networks and IT office support
January 1, 2012 - October 14, 2025CTS Cupola Teleservices: Customer service & Quality assurance
January 1, 2013 - October 14, 2025ITIL V3 Foundation
January 1, 2015 - October 14, 2025MCSE, MCSA, CCNA R&S
January 1, 2016 - October 14, 2025CompTIA Network+, CompTIA Security+, CCNP R&S
January 1, 2017 - October 14, 2025Python, SQL, Linux, PCSNE, NSE 1,2
January 1, 2019 - October 14, 2025Nexthink Associate
January 1, 2022 - October 14, 2025Foundations of Google Project Management, Microsoft Azure: az-900, Office 365 Administration
January 1, 2023 - October 14, 2025eJPT, ISC² CC, PMI-CAPM
January 1, 2024 - October 14, 2025Huawei training at the networks and IT office support
January 1, 2012 - January 1, 2012CTS Cupola Teleservices: Customer service & Quality assurance
January 1, 2013 - January 1, 2013ITIL V3 Foundation
January 1, 2015 - January 1, 2015MCSE, MCSA, CCNA R&S
January 1, 2016 - January 1, 2016CompTIA Network+, CompTIA Security+, CCNP R&S
January 1, 2017 - January 1, 2017Python, SQL, Linux, PCSNE, NSE 1,2
January 1, 2019 - January 1, 2019Nexthink Associate
January 1, 2022 - January 1, 2022Foundations of Google Project Management
January 1, 2023 - January 1, 2023Microsoft Azure: az-900, Office 365 Administration
January 1, 2023 - January 1, 2023eJPT, ISC² CC, PMI-CAPM
January 1, 2024 - January 1, 2024Industry Experience
Telecommunications, Software & Internet, Energy & Utilities, Government, Professional Services, Other
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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