Senior IT Support Engineer with 16+ Years Experience

SHAHUL HAMEED

Senior IT Support Engineer

Dubai, UAE +971-**-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Results-driven Senior IT Support Engineer with 16+ years of experience delivering L1/L2 infrastructure and end-user support across construction sites and corporate environments in UAE and Qatar. Strong expertise in Microsoft 365 administration, Active Directory, Windows enterprise environments, networking fundamentals, backup systems, and multi-site IT operations. Experienced in supporting head offices and remote project sites, coordinating with vendors, and ensuring minimal downtime for business-critical operations. Available for immediate joining.

CORE SKILLS

• End User & Desktop Support (L1 & L2)

• Microsoft 365 Administration (Outlook, Teams, OneDrive, Exchange Online)

• Active Directory (Users, Groups, Permissions)

• Conditional Access

• VPN & Remote Access Troubleshooting

• Networking (DNS, DHCP, TCP/IP)

• Backup Policies

• IT Asset & Inventory Management

• Ticketing Systems (ManageEngine)

• Site & Field IT Support

PROFESSIONAL EXPERIENCE

IT Support Engineer (L2) – Al Jaber Engineering, QATAR May 2022 – Aug 2025

• Delivered L2 technical support for head office and multiple construction project sites.

• Administered Microsoft 365 services including mailbox management, Teams Configuration, OneDrive access and user permissions.

• Managed Active Directory user accounts, group policies, access rights, and password resets.

• Troubleshoot and resolved escalated Windows 10/11 and endpoint issues.

• Diagnosed and resolved LAN, Wi-Fi, and VPN connectivity problems across remote sites.

• Supported executive management and site engineers ensuring uninterrupted operations.

• Maintained IT asset records, documentation, and ticket updates via Manage Engine.

• Delivered timely support to management and site staff to ensure uninterrupted operations.

• Coordinated wit vendors for hardware replacement and technical escalations. Storage & Backup Support

• Supported Synology NAS for storage system for centralized file storage.

• Monitored backup jobs and assisted in data restoration requests.

• Performed routine system health checks and ensured backup integrity. Career Break (2020-2022)

Career transition period (2020 – 2022) due to project completion and market slowdown during COVID-19.

IT Support Administrator – Aktor S.A, QATAR May 2013 – Sep 2020

• Delivered L1/L2 IT support for 100+ users.

• Administered Microsoft 365 and Active Directory.

• Installed and supported Windows desktop environments.

• Performed system checks and backup verification.

• Supported printers and shared office infrastructure. IT Support Coordinator – Depa Interiors LLC, UAE May 2006 – Jul 2012

• Provided L1 IT support for desktops, laptops, printers, scanners, and peripherals.

• Managed user accounts and access control using Active Directory.

• Maintained IT inventory including hardware assets, software licenses, and warranties.

• Coordinated IT Procurement and vendor technical support.

• Supported office setups, relocations, and basic network installations.

• Documented incidents and IT support procedures.

EDUCATION & CERTIFICATIONS

• Bachelor of Science in Computer Science

• Microsoft Certified IT Professional (MCITP)

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