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IT Support Engineer, Desktop Support, IT Technical Support

Al Jubayl, Riyadh, Saudi Arabia
June 25, 2019

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Mohammed Musaddiqe

Contact no: 009**-*********

Carrier Objective

Information Technology professional seeking to secure a position within the IT field where my education, work experience, strategic thinking and technical skills will help contribute to the company's overall goals and to help provide an environment for growth and success.

Work Experience

IT Support Engineer

Al Jeraisy Computers and Communication Services, Al Jubail, KSA

Client – SABIC, Al Jubail, KSA

May 2015 – Present

Worked in SABIC HQ and all SABIC affiliates

Taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary.

Resolving escalated customer complaints without the need for team lead intervention.

Documenting troubleshooting and problem resolution steps.

Participation in providing training to customers as required.

Resolving all software and hardware issues of HP business laptops and desktop computers.

Perform general preventative maintenance tasks on HP computers, laptops, printers and any other authorised peripheral equipment.

Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers or notebooks that has authorized access to the network.

Solving all hardware and software issues for the client based PC”s and laptops on their particular site locations and replacing parts whenever necessary.

Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator.

Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices and procedures.

IT Technical Support Engineer

Al Jeraisy Computers and Communication Services, Al Jubail, KSA

Client - King Fahd University of Petroleum and Minerals (KFUPM), Dhahran, KSA

July 2013 – April 2015

Performed routine audits of Desktop PC’s, Laptops, Printers, Hardware and Software throughout organization.

Responsible for general guidance, physical imaging, setup/support/deploying of supplied workstation accessories and peripherals.

Creating and managing tickets through HP Service Manager Edesk system and assigning it to the team members.

Manage user and student accounts to include setup of new user id, disabling accounts, resetting passwords.

Lead Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.

Created service tickets and coordinated service calls for onsite troubleshooting resulting in minimum down time.

Work with IT Supervisors, On Site Technical Support Staff, and outer-office IT staff on end-user support issues, and development of IT support resources and FAQs for the firm's intranet website.

Provide first level support and technical assistance for local and remote users. Respond to requests for technical assistance by phone or email and logging the issue in a HP Edesk management system.

Professionally handle a high volume of calls being different in level of complexity daily, work independently.

Provided technical phone and desk side support to internal users who are experiencing operational, hardware, software, and/or network connectivity problems their PC or Laptops.

Performed analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems.

Windows Deployment Engineer

Al Bilad Arabia, Al Khobar, KSA

Client - SABIC, Al Jubail, KSA

August 2012 – March 2013

Worked in SABIC HQ Riyadh and affiliates Eradah, Kemya, Petrokemya, and Hadeed.

To provide technical support to users for all PC hardware, emails, software and associated peripherals.

To pro-actively provide information to users on the progress of outstanding support requests.

To deploy PCs and associated peripherals including new installations and the redeployment of existing equipment

To install and configure operating systems and software to agreed standards under the direction of the organization.

To maintain the existing PCs and peripherals to standards determined by the organization by performing upgrades, new installations and carrying out routine procedures.

To provide at all times a professional, courteous and rapid response to individual users.

To develop and maintain active and progressive working relationships with all members of the company and IT team.

To undertake other work as may be assigned which is consistent with the nature of the job and its level of responsibility.

To maintain personal and professional development to meet the changing demands of the job, such as participating in appropriate training and seminars, self-development and training activities.

System Administrator

AMC Institution, Bangalore, India

May 2011 – Jan 2012

Responsible for maintaining the OS infrastructure of the lab.

Networking related problems like verifying connectivity through IP Addressing.

Implemented and managed IP Addressing; configured TCP/IP addressing.

Knowledge of MS Active Directory and Exchange server.

User rights and ID management.

Patch management and scanning systems for security.

Configuring and troubleshooting of desktop environments..

Ensured functionality of desktop systems throughout departments by regular checks and maintenance.

Applying operating systems updates, patches, and configuration changes.

Hardware and Network Engineer

Global Info Systems, Bangalore, India.

April 2010 – April 2011

Responsible for configuring and troubleshooting of desktop environment.

Hardware and software installation.

Configuring and maintaining LAN, WAN and WI-FI network.

Responsible for maintanining computer peripherals audit.

Maintained Windows XP, Win 2000, Win 2003, Win 7.

Installing and configuring new setup of desktop includes configuring connectivity and application support.

Assembling and disassembling computer systems.

Provided deployment end user support for Windows XP, MS Office and other desktop software.

Supervised and performed the installation of new IT network equipment, system software and desktop computers.


Bachelor of Computer Application (BCA) with 71% (2007 – 2010)

Sikkim Manipal University, Udupi District, Karnataka, India


CCNA ( CISCO Certified Network Associate ), 2012

Cisco ID : CSC012104906.

Rooman Technologies, Bangalore, India.

MCSE ( Microsoft Certified System Engineer ), 2011


MC ID : 8366396

Rooman Technologies, Bangalore, India.

Hardware & Networking (CompTIA A+ & N+), 2005

Indian Institute of Hardware Technology ( IIHT ), Udupi District, India.

VB.Net, 2010

Manipal Institute of Computer Education ( MICE ), Udupi District, India .

Professional Certifications

Certificate of Appreciation from KFUPM for user satisfaction at service desk.

Certificate of Appreciation from SABIC for excellent IT support and effort.

Areas of Expertise


System Backup

End User Support

New Installations and Support

Firewalls / Security

Hardware Exposure

Hardware Troubleshoot & Maintenance

Image Deployment

Problem identification

Windows Troubleshooting

Hardware Replacement

Image Backup and Restore

Personal Details

Name: Mohammed Musaddiq

Nationality: Indian

Date of Birth: 12th September 1986

Languages: English, Hindi, Urdu, Kannada

Marital Status: Married

Hobbies: Surfing Internet, Travelling

Driving License: Yes

Iqama Transferable

References: Available upon request

Place: Al Jubail, KSA

Date: 05-06-2019 Mohammed Musaddiq

Contact this candidate