Senior IT Support Engineer, Infrastructure Expert

Muhammad Ramzan

IT Support Engineer

*********@*****.***

Doha, Doha, Qatar +974********

(Valid QID, NOC and Driving License)

Profile Summary

Senior IT Support specialist with 15+ years of experience managing enterprise IT infrastructure, supporting 1,000+ users and 60+ Windows Servers across mission-critical environments. Expertise in Microsoft Windows Server, Microsoft Office365, Azure AD, Active Directory, VMware, Hyper-V, Exchange, SCCM, Veeam Backup & Replication, networking, and IT security. Proven success in optimizing system performance, implementing disaster recovery solutions, strengthening cybersecurity, and maintaining 99.9% system availability while delivering reliable technical support and operational excellence.

Career Highlights

Supported enterprise environments with over 1,000 users and 60+ servers Achieved 99.9% infrastructure availability

Implemented enterprise backup and disaster recovery using Veeam backup and replication suite Oversaw LAN/WAN, Active Directory, DNS, DHCP, Group Policy, and virtualization platforms Delivered L1/L2 technical support while consistently meeting SLA targets Professional Experience

IT Support Officer Oct 2022 - Aug 2024

SignifyPro, Islamabad

Managed 11 Microsoft Windows Servers, network infrastructure, hardware, software to ensuring reliable IT operations. Optimized system, network, Active Directory, Group Policy, to increase 10-15% network productivity. Reduced system downtime by implementing security enhancement. Configuring backup and disaster recovery solutions, and providing technical support to end users, ensuring secure, efficient, and highly available IT services. IT and Telecom Sales Manager Nov 2015 - Oct 2022

Faisal Communications Sahiwal

Managed IT, telecom, networking, hospitality technology solutions including POS, Wi-Fi, telephony, and back-office systems. Led the troubleshooting, configuration, implementation, and vendor coordination for equipment maintenance and upgrades. Supported hardware, software, networking, system performance, user access, and security requirements while maintaining documentation. Achieved 13% revenue growth through customer acquisition, retention, upselling, and technology solution-based sales.

IT support Officer Apr 2009 - Aug 2015

Ministry Of Justice Abu Dhabi

Collaborated with cross-functional teams to maintain enterprise IT infrastructure and data center environments. supporting 60+ Microsoft Windows servers and 1,000+ users, ensuring high availability, performance, and reliability. Administered core infrastructure services, including Active Directory, DNS, DHCP, Microsoft SQL Server, VMware, Hyper-V, and Microsoft Exchange (2007–2013). Strengthened system resilience by implementing backup and disaster recovery solutions using Veeam Backup & Replication. While enhancing security through the management of firewalls, IDS/IPS, endpoint protection, centralized monitoring and management tools, includes SCCM, WSUS, and SolarWinds. Technical support L1 and L2 Dec 2001 – March 2009

Ministry Of Justice Abu Dhabi

Delivered Level1 and Level2 IT support by troubleshooting hardware, software, and network issues, managed service desk tickets, installing and configuring systems, providing remote support using SCCM, SolarWinds, RDP, and Microsoft Teams. Escalation complex issues to ensure timely resolution and business continuity. Managed and mentored 10+ Level1 Support staff as a Level2 Support Resource, providing technical guidance knowledge sharing and troubleshooting assistance. Reduced Level1 to Level2 ticket escalation by 40% by coaching junior technicians, improving their troubleshooting skills and strengthening first-line resolution capabilities. Technical Skills

Hardware and software installation Domain System configuration and management Backup & restoration DNS DHCP System’s Health Monitoring WSUS Print server Virtualization IT Operations Data Center operations Diagnosing and troubleshooting Network Operation Center Server and end point Security LAN & WAN TCP/IP L1/L2 Operations SQL ITIL Network Monitoring Mission-Critical Systems Clear communication and documentation Soft Skills

Problem Solving Incident Management Documentation Communication Vendor Management Team Collaboration

Training & Mentoring

Education

Modern Institute of Information & Technology

Diploma Computer Network

Punjab University

Bachelors

Certifications

Azure Administrator Associate MCSE Certified ITIL V3 Foundation VMware Certified Associate Datacenter Kaspersky end point security

Trainings

CCNA Veeam backup& replication installation and configuration EMC Networker Installation and configuration EMC storage Deployment & Management VMware 5.1 & 5.5 Professional Training Installing, Configuration & Management

Languages

English

Arabic

Urdu/Hindi

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