Active Directory & Identity Management
Expert in managing complete AD lifecycle operations including user provisioning, group management, GPO configuration, and Exchange Server administration for enterprise environments.
About Me
L2 Support Engineer | Enterprise Infrastructure Specialist
IT professional with 3+ years of experience delivering L2 technical support and system administration across enterprise and large-scale retail environments. Currently managing enterprise IT infrastructure at Saudi Re for Cooperative Reinsurance, supporting 160+ users across multiple locations in Riyadh.
Proven expertise in Active Directory administration, Office 365 governance, ManageEngine suite, endpoint management, and network infrastructure. Achieved 95% first-call resolution rates and consistently exceeded SLA targets by 20-40% across 2.5 years of managed services delivery.
Recent achievements include optimizing Desktop Central for 180+ devices, leading Office 365 license rationalization initiatives, and developing PowerShell automation for administrative workflows. Previously supported 300+ McDonald's retail locations across Saudi Arabia with 24/7 network and in-store technology support.
My Goals
As an experienced L2 Support Engineer with proven expertise in enterprise infrastructure management, I aim to continue delivering exceptional technical support while advancing toward senior technical and leadership roles. I'm committed to mastering complex enterprise systems, optimizing operational efficiency through automation, and contributing to organizations that value technical excellence and continuous improvement.
What I Do
Office 365 & Microsoft 365 Administration
Skilled in Office 365 governance, Teams administration, licensing management, SharePoint permissions, and implementing collaboration tool policies across enterprise users.
Endpoint Management & Security
Managing Desktop Central for patch deployment, software distribution, and inventory tracking. Configuring FortiAuthenticator for VPN/MFA and endpoint security compliance.
Network Infrastructure & ITSM
Experience with Cisco Meraki infrastructure, LAN/WAN troubleshooting, and managing incident lifecycle via ManageEngine ServiceDesk Plus and ServiceNow platforms.
Work Experience
L2 Support Engineer - Saudi Re
iSolution (Outsourced to Saudi Re for Cooperative Reinsurance), Riyadh, Saudi Arabia
Aug 2025 - Present
- Deliver L2 technical support and system administration for 160+ enterprise users across headquarters and branch locations
- Manage Active Directory lifecycle operations, Exchange Server provisioning, and FortiAuthenticator for VPN/MFA
- Oversee Desktop Central for endpoint management, patch deployment, and inventory tracking across 180+ devices
- Administer Office 365 & Teams environment including licensing, governance policies, and collaboration tools
- Optimized Desktop Central performance by eliminating 120+ duplicate entries, improving system reporting accuracy
- Led Office 365 license rationalization initiative to identify and eliminate subscription redundancies
- Developed PowerShell automation scripts for ServiceDesk Plus workflows and credential management
160+ Users Supported
180+ Devices Managed
O365 Optimization Led
Network & IT Support Engineer - McDonald's Support Project
iSolution, Riyadh, Saudi Arabia
Jun 2023 - Aug 2025 (2 years 3 months)
- Delivered 24/7 remote L1/L2 support for 300+ McDonald's stores across Central, Eastern, and Northern Saudi Arabia
- Achieved 95% first-call resolution across 3,000+ incidents over 26 months (averaging 115 tickets/month)
- Consistently exceeded SLA response and resolution targets by 20-40% through efficient prioritization
- Diagnosed and resolved complex issues on Cisco Meraki (MX/MS) routers and switches, addressing WAN failures, VLAN configurations, and connectivity problems
- Troubleshot critical in-store technologies including POS systems, digital menu boards, drive-thru timers, and kitchen video systems
- Managed incident lifecycle via ServiceNow ticketing system with comprehensive diagnostic documentation
- Authored 20+ technical documentation articles and knowledge base guides
95% First-Call Resolution
3,000+ Incidents Resolved
20-40% Above SLA
Visa Coordinator
Alsafeer Worldwide for Travel & Tourism, Djibouti
Jan 2021 - Dec 2022 (2 years)
- Managed end-to-end visa processing workflows for 50-70 clients per month, coordinating with multiple embassies
- Served as primary company liaison to embassy staff, ensuring seamless coordination and timely approvals
- Developed strong administrative, project management, and international communication skills
99% Client Satisfaction
50-70 Monthly Cases
Technical Support Specialist
Alsafeer Worldwide for Travel & Tourism, Aden, Yemen
Jan 2020 - Dec 2020 (1 year)
- Provided comprehensive IT support for office operations, resolving hardware, software, and network connectivity issues
- Installed, configured, and maintained operating systems (Windows, macOS), printers, and networked devices
- Maintained high system uptime and optimized office technology infrastructure
95% System Uptime
Healthcare Facilitator
Fortis Healthcare Limited, New Delhi, India
Jan 2018 - Nov 2019 (1 year 11 months)
- Coordinated comprehensive support for 400+ international patients, managing complex logistics and communications
- Served as interpreter and liaison between medical teams and international patients
- Ensured strict compliance with hospital policies and data privacy regulations
400+ Patients Supported
My Education
Bachelor of Science in Information Technology
Lebanese International University, Aden, Yemen
Graduated: February 2016
GPA: 3.81 / 4.00 - Graduated with Honors
Completed a comprehensive program covering network infrastructure, system administration, programming, database management, and IT security fundamentals. The curriculum provided a solid foundation in both theoretical computer science concepts and practical IT implementation skills.
Key Areas of Study:
- Network Infrastructure & Administration
- System Administration & Server Management
- Database Design & Management
- Programming & Software Development
- IT Security & Risk Management
- Project Management & Business Analysis
My Certifications
Google Cloud Certified Associate Cloud Engineer
ID: e03bba025d144f21992388bc567b5974
Valid: Jun 2025 � Jun 2028
Skills: Compute Engine, VPC Networks, Cloud Storage, IAM, Cloud Monitoring
McKinsey.org Forward Program
Completed: Jul 2025
Focus: Problem-solving, Communication, Leadership, Digital Skills
Skills: McKinsey Approach, Adaptability, Professional Development
Fortinet Certified Associate Cybersecurity
ID: 3144872105YM
Valid: April 2025 � April 2027
Fortinet Certified Fundamentals in Cybersecurity
ID: 6166593137YM
Valid: April 2025 � April 2027
Cisco Certified Network Associate (CCNA)
ID: CSCO14686410
Valid: Jul 2024 � Jul 2027
Microsoft Certified Solutions Associate (MCSA)
Specialization: Windows Server 2012
Issued: Mar 2017
My Skills
Network & Infrastructure
Network Troubleshooting (L1/L2)
Cisco Meraki (MX/MS)
LAN/WAN Management
TCP/IP, DNS, DHCP, VPN
Systems Administration
Windows Server
Active Directory
Windows 10/11
Print Server Management
Technical Support
Incident Management (L1/L2)
ServiceNow / ManageEngine
Remote Support Tools
Root Cause Analysis
Cloud Technologies (Emerging)
Google Cloud Platform (GCP)
Compute Engine & VPC
Cloud Storage & IAM
Cloud Monitoring
Cybersecurity
Network Security
Threat Landscape Analysis
Security Best Practices
Compliance & Data Protection
Professional Memberships
Saudi Council of Engineers
Member since March 2024 | ID: 1015163
My Projects
Completed Projects
Personal Portfolio Website
Professional responsive portfolio website showcasing network engineering expertise, certifications, and career progression. Features modern design, dark mode, accessibility compliance, and optimized performance.
Impact:
Increased professional visibility and engagement by 40%
HTML5
CSS3
JavaScript
Responsive Design
SEO Optimized
Qeemat Alasur Business Website
Professional Arabic business website for a construction company, featuring comprehensive service showcases, contact forms, and modern responsive design optimized for Middle Eastern markets.
Impact:
Increased client inquiries by 35% in the first month
HTML5
CSS3
JavaScript
Arabic RTL
Business Website
Alsafeer Worldwide Travel Agency
Professional Arabic travel agency website for visa processing and tourism services. Features modern airport-themed design, responsive layout, and comprehensive travel service information for Middle Eastern markets.
Impact:
Streamlined client booking process and increased online engagement
HTML5
CSS3
JavaScript
Arabic RTL
Travel Services
Python Learning Journey
Desktop learning management system focused on network automation mastery. Features progress tracking, task management, statistics dashboard, and structured learning paths for Python programming skills.
Impact:
Accelerated Python learning curve by 50% through structured approach
Python
Desktop App
Learning Management
Progress Tracking
Network Automation
In Progress Projects
90% Complete
Employment Suite
Comprehensive Flutter mobile application for employment management featuring vacation tracking, salary calculations, work hours monitoring, and bilingual support (English/Arabic).
Expected Impact:
Simplify HR processes for small to medium businesses
Flutter
Dart
Mobile Development
Bilingual Support
Employment Tools
70% Complete
Wordopia Game
Modern Flutter word puzzle game featuring multiple game modes (Classic, Speed, Hard, Zen), daily challenges, progress tracking, and engaging mobile gaming experience.
Expected Impact:
Engaging educational game with daily active user target of 500+
Flutter
Dart
Mobile Gaming
Word Puzzle
Game Development
More Projects Coming Soon
Continuously exploring new technologies and building innovative solutions. Stay tuned for upcoming projects in network automation, cloud infrastructure, and mobile development.
My Volunteering
Community Mobilizer
Mayar Foundation for Development
Apr 2015 - Aug 2015
Volunteered during the conflict period to support Internally Displaced Persons (IDPs) in affected regions.
Key Contributions:
- Conducted field surveys and assessments to identify displaced families and individuals
- Registered and documented IDPs for aid distribution and shelter planning
- Assisted in the distribution of food, hygiene kits, and essential supplies
Impact: Helped hundreds of displaced individuals access critical support during emergency conditions.
Volunteer
Mercy Corps Yemen
Social Services
Participated in local initiatives to improve environmental hygiene and community awareness.
Key Activities:
- Promoted environmental cleanliness and personal hygiene practices in underserved neighborhoods
- Engaged in a community-led cleanup campaign to raise awareness and encourage public responsibility
- Supported Mercy Corps' mission to empower local communities through education and action
Contact Me
Location
Riyadh, Saudi Arabia