MAZIN ELMUBARAK

Address: Abu Dhabi, UAE

E-Mail: [email protected]
Contact: +97154 5045413

Senior ICT Support Engineer and Customer Support Supervisor

with 12+ Years of Experience in UAE
Diligent, detail oriented, reliable, and solution-oriented IT professional who benefits from an extensive
knowledge of various computer operating systems, applications, and hardware, honed through the
performance of numerous diverse support roles. Excels in the provision of 1st and 2nd line support on a 24/7
basis. Liaisons directly with external customers and internal colleagues of all disciplines in a positive and
collaborative manner. Demonstrates the natural problem-solving skills required to investigate and resolve
queries swiftly, prioritizing a complex workload effectively and ensuring that strict deadlines are always
adhered to. A flexible and adaptable individual who works efficiently with minimum supervision and
guidance.
My experience includes working with Tech-Mahindra Abu Dhabi, Government Network Project Abu Dhabi,
and Roads and Transport Authority Dubai and designing and implementing various enterprise projects and
providing IT support. I am task-oriented professional and a team leader with ability to analyze complex issues
in the light of business considerations to workable solutions achieving corporate objectives.
KEY COMPETENCIES
Google Project Management - Diagnostic skills - Installations - Upgrades - Analytical Thinking - Incident
Analysis - Troubleshooting - Test Environments - Documentation & Reporting - Regulatory Compliance -
Customer Service and Support - On site Assistance - Forensics the Logs and Check the Suspicious
Network Traffic - IT Infrastructure Setup - Project Management - Planning and Scope Management -
Microsoft Technologies - VMware and ISMS - Network Security - Infrastructure Revamping - Firewall
Security Implementation - Negotiation and Problem Solving - Server Virtualization - Stakeholder
Management - Dedicated and Punctual - Active Team Player - Quality Control and Assurance -
Preventive and Predictive Maintenance - Cross-cultural Communication - Agile and Scrum Master

Qualifications, Certifications and Trainings

B.Sc. (Honors) Computer and Electronic System Engineering –
University of Science and Technology, Khartoum, Sudan 2005 - 2010

Other trainings and certifications include:

• Huawei: Training at the networks and IT office support Muscat, Oman Y 2012
• Training at CTS Cupola Teleservices: Customer service & Quality assurance:
Dubai, UAE Y 2013
• Information Technology Infrastructure Library: ITIL V3 F Dubai, UAE Y 2015
• Microsoft Certified Professional: MCP Dubai, UAE Y 2016
• Microsoft Certified Solutions Associate: MCSA Dubai, UAE Y 2016
• Cisco Certified Network Associate: CCNA R&S Dubai, UAE Y 2016
• CompTIA Network+ Dubai, UAE Y 2017
• CompTIA Security + Dubai, UAE Y 2017
• Splunk Certified Dubai, UAE Y 2017
• Cisco Certified Network professional: CCNP Dubai, UAE Y 2018
• Tech-Mahindra: ENEC Project Abu Dhabi, UAE Y 2019
• Python, SQL, Linux, NSE, PCNSE 8 Abu Dhabi, UAE Y 2019
• Nexthink Associate Dubai, UAE Y 2022
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 AREAS OF EXPERTISE

Microsoft Windows servers, Active Directory and DNS advanced level, Group policies and scripting.
Replication monitoring. Servers Clustering and Load balance, MS LYNC / Skype for Business
administration. Office365 deployment and Administration, Identity protection, MFA & email
security etc. Microsoft Exchange. Microsoft Azure.
CISCO Routers: Routing protocols RIP, OSPF, Static routing. MPLS, Lease circuits and ADSL lines.
Switches: Layer2 and Layer3 VLANs configuration, EtherChannel, Link aggregation etc. Cisco IP
telephony: Call manager, voice gateway, Route patterns, SIP trunks & CME router.
Firewalls Policy based, and Route based IPSEC tunnelling Site-to-Site, Client-to-Site and Hub and spoke,
SSL VPN, HSRP configuration, Routing, Access policies.
Business Continuity Disaster Recovery: planning, implementation, Host based replication and SAN based
replication methodologies for Exchange, SAP and other applications.
IT Security Implementation of ISMS system for IT security including creation of policies, Procedures and
Risk assessment. Vulnerability assessment and mitigation.
Operating Systems Linux (RHEL 8 & Ubuntu & kali), Windows 10, Windows Server (2008-2012)
Forensic Tools Wire Shark, Reverbed, Event Viewer
ITSM LogRhythm, NNMi, Omi, HP Service Manager (HPSM), Splunk, Archsight, Reverbed
Backup service Windows Backup (Mirroring), SQL Server
Web and Application HTML, CSS, PHP, Python, Kali Linux Tools Kit, Nmap
Remote Tools Windows Remote Desktop, Team-Viewer, Any desk
Networking Services TCP/UDP, DNS, VPN, DHCP, SMTP, Netcat, IMAP, Netstat, Routing & Switching

The highlights of my professional journey are:

ACT Team Leader / Senior ICT Support Engineer May 2019 - Date
Tech-Mahindra (Managing ENEC Project), Abu Dhabi, UAE
Here, my responsibilities include:
• To provide lead technical expertise in a specialist technical area and/or manage a small team of ICT
Engineers and ICT Technicians.
• Accountable for the provision of support to Apple Macintosh, Linux Ubuntu, Kali Linux, Windows 10.
• Attend the (Clients' / L2 / Vendors) meetings and training to assist team members with the required
training with sharing the new SOPs.
• Monitor Network applicable using various network management tools and respond to system alerts.
• Responsible for swiftly and professionally troubleshooting tire 1 incidents related to Software, Hardware,
Network connectivity, printer, DNS and outlook or other issues as reported by end users.
• Ensuring all required security and software / hardware upgrades are performed and kept up to date.
• Scheduling HSE audit inspections and analyzing and review the assessment.
• Maintain an awareness of solution discipline/client sector trends and policies relating to ICT.
• Seek advice and guidance from 'subject matter experts' in the industry on technical and operational
issues as necessary.
• Technical authorship and ownership of solution designs to meet client requirements aligned with the
strategic direction of ICT Services.
• Understanding the key priorities and targets and the effectiveness of the service.
• Producing and maintaining appropriate technical and operational documentation.
• Maintaining an awareness of technology developments and their application.
• Interface with Platform Architects to take account of ICT service, support and operational impacts.

NOC L1: IT Help Desk Support Engineer Oct 2016 - Apr 2019
Smart World (Abu Dhabi Government Network Project), Abu Dhabi, UAE
Here, my responsibilities included:
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Contributing to the ADNET project, which is managed by Etisalat in partnership with Smart World
• Monitor, research, access and analyse on systems tools (Arcsight, palo Alto, riverbed Opnet, NNMi, OMi,
etc).
• Maintain Access Authorization Lists for personnel granted access to classified information to maintain
security measures and minimize any risks of security breaches.
• Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue
response and resolution.
• Install and configure computer hardware, software, networks and applications.
• Respond to technical support calls from other staff members or clients and resolving their issues
• Diagnose and troubleshoot system and network problems, software faults or hardware complications
• Support the roll-out of new applications
• Keep a record of issues, along with solutions, to refer back to in future instances
Junior IT Support Engineer Sep 2013 - Jun 2015
Cupola Teleservice (Managing HP EMIA Region Project), Dubai, UAE
Here, my key responsibilities included:
• Diagnose and order the parts for the commercial printers, with follow-up from the warehouse in (Middle
East and Europe), to the site of the issue in (KSA / UAE).
• Maintaining and support the customers regarding technical issues.
• Fully support, configure, maintain and upgrade corporate customer's networks.
• Contact with high level of engineering (L2 & L3) to take the best action plan and perfect support with
latest update.
• Support SLP team regarding agreement between HP and Samsung for the smart learn program in UAE.
Customer Service Representative Jan 2013 - Jun 2013
Roads and Transport Authority, Dubai, UAE
Here, my key responsibilities included:
• Identify and assess customers’ needs to achieve satisfaction and update the CRM system.
• Build sustainable relationships and trust with customer accounts through open and interactive
communication
• Provide accurate, valid, and complete information by using the right methods and tools
• Meet personal / customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits;
follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
National Duty Service Dec 2011 - Nov 2012
Sudan Government, Khartoum, Sudan
I also served Sudan Government for National Duty – A job that I feel proud of.
IT Support Internship Oct 2010 to Oct 2011
AFISC (Support ZAIN Telecom), Khartoum, Sudan
Here, I was responsible for:
• Administer servers, desktop computers, printers, routers, switches.
• Microsoft Server Platform, Windows Server (2003-2008) and Client (WinXP-Win7).
• Undertaking analysis, and diagnosis problems via phone, Email.
• Working with the Network Team, which Involves management of local and remote network
Infrastructure.
References
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References available upon request.