Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Hassan Khabaza

Hassan Khabaza

Dubai

Summary

L2 Support / Systems Administrator with hands-on experience in enterprise infrastructure, including server, network, and cloud support. MCSA, CCNA, Azure, O365, and ITIL certified, holding a bachelor's degree in computer science.

Overview

1
1
Certification
17
17
years of professional experience

Work History

L2 IT Service Desk Engineer

AL Futtaim
Dubai
05.2025 - Current
  • Managed and resolved incidents and service requests via ITSM platform Symphony, ensuring adherence to SLA requirements.
  • Provided technical support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint, facilitating seamless end-user productivity.
  • Diagnose and resolve network-related issues involving LAN, Wi-Fi, VPN connectivity, and general network access problems.
  • Perform advanced troubleshooting and root cause analysis for software, application, and system performance issues.
  • Administer user accounts in Active Directory, including password resets, account unlocks, access provisioning, group membership management.
  • Escalate complex issues related to servers, network infrastructure, security systems, and enterprise applications to the appropriate support teams and vendors.
  • Ensure compliance with organizational IT security policies by monitoring endpoint protection, antivirus status, system patching, and security updates.
  • Collaborated with cross-functional IT teams to maintain service availability and ensure timely resolution of user issues.

L2 Infrastructure & Systems Support

Eurofins
Istanbul
05.2020 - 03.2025
  • Managed Identity and Access Management (IAM) processes, including access provisioning, and Microsoft 365 license management.
  • Administer Active Directory user accounts, security groups, organizational units, and permissions.
  • Managed Intune Admin Portal for device compliance, configuration profiles, application deployment, and access control.
  • Administered MDM solutions for iOS and Android, overseeing device enrollment and compliance.
  • Configure, administer, and support Microsoft Azure cloud services and infrastructure.
  • Deploy and maintain virtual machines and virtualized environments using Hyper-V.
  • Supported Microsoft 365, SQL Server, Windows, Linux, and other enterprise applications, resolving technical issues and performance concerns.
  • Maintained network connectivity by troubleshooting LAN, Wi-Fi, VPN, routers, switches, access points, network cabling, and CCTV infrastructure.
  • Deploy and maintain Windows operating systems using SCCM and Microsoft Intune.
  • Create and manage deployment images, task sequences, and configuration policies.
  • Handled tickets via service now, ensuring accurate documentation and timely resolution of user issues.
  • Provided L2/L3 support for desktops, laptops, mobile devices, printers, and enterprise applications through remote support, and onsite assistance.
  • Diagnosed and upgraded hardware components including RAM, CPUs, storage devices, and peripheral equipment.
  • Implemented and maintained Synology SAN/NAS storage and backup solutions, ensuring data protection and disaster recovery readiness.

System Support Engineer

Gulf Cryo (Oil& Energy)
Istanbul
08.2018 - 04.2020
  • Managed ticketing system, ensuring timely resolution of support requests per SLAs.
  • Executed configuration and installation of operating systems and software, enhancing system performance and reliability.
  • Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
  • Participate in problem management and change activities, supporting system upgrades, patches, and service improvements.
  • Documented root causes and resolution steps to enhance knowledge base and increase first-contact resolution rates.
  • Ensured stable VPN connectivity for secure communications among remote users and maintained network segmentation.
  • Tracked hardware inventory records, including serial numbers and warranty details. for hardware components, including serial numbers, and warranties.
  • Maintained inventory records for hardware components, including serial numbers, and warranties.
  • Conducted training sessions for end users on new software and hardware products.

Enterprise Solutions Engineer

Infobip Telecommunications
Istanbul
03.2014 - 07.2018
  • Provided L2 remote support for enterprise users across multiple locations, resolving escalated incidents via phone, email, chat, and remote-access tools to enhance user satisfaction.
  • Provide L2 remote support for enterprise users across multiple locations, resolving escalated incidents via phone, email, chat, and remote-access tools.
  • Log, categorize, and prioritize incidents and service requests using Zendesk, ensuring SLA compliance, and accurate documentation.
  • Collaborated with cross-functional teams to ensure the seamless implementation of solutions.
  • Established backup procedures and recovery documentation to support system resilience.
  • Logged, categorized, and prioritized incidents and service requests using Zendesk, ensuring SLA compliance and maintaining accurate documentation for improved incident tracking.
  • Collaborated with cross-functional teams to streamline implementation of solutions, facilitating effective communication and project alignment.
  • Conducted training sessions for users on new solutions to enhance usability.

Implementation and Support Specialist

GBG IDscan
Mersin
12.2009 - 01.2014
  • Managed configuration, installation, and troubleshooting of client applications, ensuring seamless user experience.
  • Conducted remote diagnostics to identify and resolve technical issues, enhancing resolution speed.
  • Coordinated cross-functional teams to troubleshoot implementation challenges, improving overall project delivery.
  • Managed configuration, installation, and troubleshooting of client applications.
  • Coordinated cross-functional teams to troubleshoot implementation challenges, streamlining project delivery.
  • Tested new software releases for compatibility with existing systems before deployment.
  • Participated in after-hours on-call rotation for critical support needs.

Education

B.Sc. - Computer Science

Al-Ahliyyah Amman University
Jordan

Skills

  • Collaboration: Exchange, OneDrive for Business, Microsoft Teams, and Outlook
  • IT service management
  • Identity management
  • MDM solutions
  • Network security
  • Disaster recovery planning
  • Cloud: Microsoft Azure (fundamentals), AWS (basics)
  • Platforms: Windows Server, Windows 10/11, Ubuntu, macOS
  • Virtualization: VMware, Hyper-V
  • Data backup solutions
  • Database management basics

Languages

  • Arabic, First Language
  • English, Proficient
  • Turkish, Proficient

Certification

• Cisco Certified Network Associate Routing and Switching (CCNA)
• ITIL 4 Foundation Certificate in IT Service Management
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Security, Compliance, Identity Fundamentals(SC-900)
• Microsoft IT Support Specialist
• Microsoft Specialist: Windows 7, Enterprise Desktop Support Technician
• MCITP: Server Administrator on Windows Server
• MCSA: Windows Server 2008
• MCTS: Microsoft Exchange Server 2010, Configuration
• MCTS: SQL Server 2008, Implementation and Maintenance
• MCTS: Server Virtualization

Timeline

L2 IT Service Desk Engineer

AL Futtaim
05.2025 - Current

L2 Infrastructure & Systems Support

Eurofins
05.2020 - 03.2025

System Support Engineer

Gulf Cryo (Oil& Energy)
08.2018 - 04.2020

Enterprise Solutions Engineer

Infobip Telecommunications
03.2014 - 07.2018

Implementation and Support Specialist

GBG IDscan
12.2009 - 01.2014

B.Sc. - Computer Science

Al-Ahliyyah Amman University
Hassan Khabaza