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MUSTAFA ABKAR IT SUPPORT ENGINEEROrlando, United States +1(Street Address )-621-4210 EMAIL AVAILABLE https://LINKEDIN LINK AVAILABLEPROFESSIONAL SUMMARYIT Support Engineer with 7 years experience specializing in analyzing business processes, identifying opportunities for improvement, and designing and implementing IT solutions to enhance efficiency. Implementing security measures, conducting network upgrades and migrations, and providing technical support.SKILLSSCCM, TicketingSystemMy SQLCollaborationPROFESSIONAL EXPERIENCEAL Haider International Real EstateIT Specialist Sep 2022, Nov 2023Configure, deploy and maintain information technology systems in accordance with technical and security standards.Leading the implementation of new business systems or software applications. This includes requirements gathering, system design, testing, and rollout, ensuring that the system meets business needs and objectives. Design CCTV and intrusion detection systems tailored to the specific needs and requirements. Select the appropriate cameras, sensors, recording devices, and other components based on factors such as the size of the area to be monitored, lighting conditions, and the level of security required. Providing training and support to end-users to ensure they understand how to use new systems effectively and efficiently. Addressing user questions and issues to optimize system usage. Integrate CCTV cameras and intrusion detection systems with other security systems and technologies, such as access control systems and video management software. to ensures seamless operation and centralized management of security infrastructure.Installation of CCTV cameras and intrusion detection sensors, ensuring proper placement, alignment, and configuration for optimal performance.Identifying potential risks related to system implementations or process changes and developing mitigation strategies to minimize impact and ensure project success. Problem SolvingDetail orientedTroubleshootingJavaScriptMicrosoft Office 365Azure Active DirectoryEntra IDPowerShell Microsoft IntuneMicrosoft Auto PilotNetworkingWindows, IOS, LinuxCommunication skillsDesign, configure, and manage Windows 365 Cloud PCs and Azure Virtual Desktop (AVD) infrastructure at an enterprise scale.Ensure efficient deployment and updates of applications across the organization. Provide technical support to end-users for hardware, software, and network-related issues. Configure and manage Windows Auto-Pilot to streamline device provisioning and deployment processes.Install, configure, and update software applications as needed. Ensure compatibility and compliance with organizational policies and standards. Monitor and maintain the organization's network infrastructure, including routers, switches, firewalls, and wireless access points. Implement network security measures to protect against unauthorized access and cyber threats.Oversee the deployment, configuration, and management of endpoint devices using Microsoft Azure Intune.Create, implement, and manage Group Policies within the Intune environment to enforce company policies and security standards.House Call MDSIT Specialist May 2023 - PresentBachelor of Network Management2015 Sudan International UniversityMTN TelecommunicationsCustomer Service Agent Feb 2016 - Feb 2017United NationsICT Assistant Feb 2017, Feb 2019Enhanced the efficiency of technical support services, resulting in a 20% decrease in response time and a 15% increase in ticket resolution rates. Successfully led system upgrades and migrations, ensuring minimal downtime and seamless transitions for end-users.Implemented robust data backup and recovery procedures, leading to a 25% reduction in data loss incidents and ensuring data integrity.Identified and streamlined IT processes, resulting in a 30% increase in team productivity and improved overall operational efficiency.Developed training materials and conducted workshops for staff on IT tools and best practices, improving their technical skills and confidence in using ICT resources. Established effective relationships with vendors, negotiated contracts, and obtained cost-effective solutions, leading to a 15% reduction in IT expenses. Consistently maintained a customer satisfaction rating of over 90% based on feedback surveys and positive customer reviews.Implemented strategies to decrease response time to customer inquiries by 25%, leading to quicker issue resolution and improved customer experience. Successfully managed a high volume of customer calls daily, exceeding performance targets and ensuring timely assistance to all customers.Demonstrated strong problem-solving skills by resolving complex customer issues, resulting in a 20% decrease in escalations to higher-level support teams. Achieved sales targets by effectively upselling and cross-selling products or services to customers, contributing to revenue growth for the company.Maintain contact center standards for customer service levels. Ensure compliance with all applicable policies & regular requirements on Information security. EDUCATIONPROFESSIONAL CERTIFICATIONSCCNA MCSAITIL Foundation Office 365 ManagementAWS Cloud Practitioner EssentialsBASIC RADIOPerform repairs on PC, mobile devices, including screen replacements, battery replacements, and component repairs.Diagnose hardware and software issues on a variety of mobile devices. Stay up-to-date on new technologies and repair techniques. Provide estimates for repair costs and communicate with customers regarding repair status and options. Troubleshoot software problems, such as operating system issues and application errors. Computer Support Engineer Mar 2019, Feb 2022Seventh DimensionHIPAA Training