Summary
Overview
Work history
Education
Skills
LANGUAGES
Timeline
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MOHAMED ISMAIL IDRIS MOHAMED

Dubai,UAE

Summary

Experienced IT professional with expertise in technical support, system testing, and network security. Proficient in troubleshooting, diagnostics, and helpdesk support, with a strong understanding of ITIL frameworks and service level agreements. Skilled in software installation, upgrades, and diagnostics, as well as active directory management and Office 365 administration. Adept at managing VOIP systems, cloud platforms, and VPN setups while ensuring compliance with cyber essentials policies. Demonstrates exceptional communication skills and problem-solving abilities to deliver efficient IT service management and desktop support solutions. Committed to leveraging technical proficiency to optimise system performance and drive organisational success.

Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.

Experienced IT professional specialising in support engineering with focus on delivering seamless technical assistance. Proven track record in troubleshooting and resolving complex issues, ensuring optimal system performance. Skilled in utilising various tools and methods to enhance user experience and maintain robust IT infrastructure.

Experienced IT Support Engineer known for resolving technical issues and enhancing system performance. Skilled at troubleshooting, network administration, and providing top-notch user support. Delivered seamless IT solutions that improved operational efficiency and user satisfaction.

Overview

10
10
years of professional experience
4
4
years of post-secondary education

Work history

Senior Desktop Engineer

Solventum
Dubai
06.2025 - Current
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Provided top-notch desktop support for increased productivity.
  • Supported remote employees through virtual desktop infrastructure.
  • Assisted in successful office moves by efficiently relocating all desktop systems without disruption to operations.
  • Improved data security with integrated cloud computing frameworks.
  • Collaborated on cloud computing projects, promoting remote work capabilities.
  • Troubleshot complex issues in the ServiceNow environment, providing timely resolution.
  • Facilitated accurate performance tracking, using ServiceNow performance analytics to determine service success.
  • Optimised workflows for increased productivity through strategic automation processes in ServiceNow.
  • Increased network efficiency by performing regular system checks and updates.
  • Troubleshot various hardware and software problems, ensured minimal disruption in daily operations.

Desktop Support Engineer

Dubai Health Authority
Dubai, UAE
05.2024 - 08.2024
  • Coordinate with users for keeping laptop ready for upcoming lots in line with IT department announcement.
  • Performing Prerequisites on these Laptops (takes 20 minutes) as defined by Du.
  • Notifying Du Lead to Initiate AD migration.
  • Performing Device Migration steps as defined by Du.
  • Performing post migration troubleshooting
  • Submitting daily migration details to Migration lead.
  • Monitored performance and speed of desktop to establish strong infrastructure.
  • Updated code across desktop, mobile and web applications to maintain user interfaces.
  • Designed effective solutions for recurring desktop issues resulting in higher productivity levels.
  • Streamlined workflow by implementing efficient desktop publishing processes.
  • Managed a diverse range of software types including mobile apps, web applications and desktop programs.
  • Delivered remote desktop support to off-site employees, enhancing their productivity levels.
  • Applied advanced knowledge of desktop publishing software to complete projects ahead of deadlines.
  • Increased effectiveness of research, performing desktop research to identify unknown opportunities.
  • Conducted regular training sessions for junior staff members to improve their skills in desktop publishing tools and practices.
  • Used ticket systems to answer queries and resolve desktop issues.
  • Installed new desktop systems to facilitate efficient work processes.
  • Installed new desktop systems, enhancing office productivity.

Desktop Support Engineer

BIT Culture Commercial Brokerage
Dubai
05.2022 - 04.2024
  • Conducted staff training on new software applications, increasing user confidence.
  • Identified and rectified software faults, enhancing system reliability.
  • Established effective communication with users to deliver excellent customer service.
  • Fulfilled ad-hoc duties as required including out-of-hours support, demonstrating flexibility.
  • Troubleshot and repaired hardware problems for improved system performance.
  • Implemented proactive maintenance routines, reducing downtime significantly.
  • Provided expert technical support to staff, resolving complex issues swiftly.
  • Administered user accounts with Active Directory Management Console, ensuring high levels of security.
  • Monitored performance and speed of desktop to establish strong infrastructure.
  • Mastered use of various trading platform s; facilitating quicker response times during high-pressure situations.
  • Demonstrated a high level of proficiency in using trading platform s such as MetaTrader 4.
  • Gained hands-on experience with trading platform s to execute transactions effectively.
  • Led in-house team of junior desktop publishers to streamline workflows.
  • Assisted customers remotely using remote desktop connections, ensuring minimal downtime.
  • Developed exceptional relationship management skills through interactions with diverse teams on the rig, resulting in smoother operations overall+.

SERVICE DESK AGENT

Al Diwan Construction and Contracting
Khartoum
01.2020 - 12.2021
  • End-to-end ownership of the incident/service request lifecycle.
  • Communicate effectively with end-users to discuss service requests & / or incident Resolution.
  • Log, track, manage and close End User, Infrastructure, Network and Application support requests using an ITSM tool.
  • Provide L1/Initial Technical Investigation/First Call Resolution of issues for service requests and incidents.
  • Act as a single point of contact for the end users.
  • Respond to/logging tickets for the end users.
  • Ticket triage and categorization.
  • Escalate and assign requests / incidents to nominated Level 2/3, 3rdparty support Groups.
  • Track the escalated incident or request for follow-up and user communication – with all support groups until they are fully closed.
  • Manage end user communication regarding major incidents, such as: service interruptions, general information etc.
  • Coordination with other Technology teams and 3rd party suppliers.
  • Combination of email, telephonic and remote support.
  • Receive customer change request and log in appropriate tool.
  • Coordinate change requests with customer and NOC L2/L3 Engineers.
  • Authenticate the end-user by means of contact information, location, or a unique identifier.
  • Active Directory.
  • Manage single software installations, changes, or removal from end-user equipment via remote access.
  • Provide end-user password management for network, system, applications.
  • Microsoft outlook Issues.
  • Provide problem management services.

TECHNICAL SUPPORT

Exemplar Centre For Engineering Training
Khartoum
01.2017 - 11.2019
  • Program Installation.
  • Installed new systems, replacement parts and components to maintain proper operation.
  • Upgrading, installing, and configuring new hardware and software.
  • Monitoring and maintaining networks and servers.
  • Implementing security protocols and procedures to prevent potential threats.
  • Creating user accounts and performing access control.
  • Manage learning management system.
  • Administrator for office 365.
  • Provide First & secondary support for LAN administration.
  • Responsible for allocating work to junior staff and induction training for new staff.
  • Deploying new hardware, server backups & evaluating new software & security risks.

Network Administrator

Ministry of the Interior – Academic Affairs
Khartoum
05.2015 - 11.2016
  • Installing and configuring user computer systems.
  • Providing technical support on-site or via remote-access systems.
  • Designs and maintains Office 365 SharePoint Sites and Processes.
  • Website Hosting, Managing, & maintaining.
  • Support Work from home users and office users as well.
  • Keep computer systems running smoothly and ensure users get the maximum benefit from them.
  • Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
  • Provided daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance.
  • Deployed, maintained and operated numerous devices such as PCs, data projectors, iPads, smartphones, and sound systems.
  • Assisted in the installing and maintenance of the networking infrastructure.
  • Helped transition wireless network from hot-spots to 100% signal coverage by installing and upgrading switches, APs and, routing Cat5 cable.

Education

Bachelor of Science - Computer Science

The National Ribat University
Khartoum, Sudan
08.2011 - 08.2015

Skills

  • Technical Support and Assistance
  • System Testing
  • System and Network Security
  • Troubleshooting and Diagnostics
  • Helpdesk Support
  • Testing and Debugging
  • IT Service Management
  • Software installation and upgrades
  • Knowledge of vpn setup
  • ITIL frameworks
  • Active directory experience
  • Office 365
  • Cloud platforms
  • Software diagnostics
  • Communication skills
  • Problem-solving
  • Networking protocols
  • VOIP system management
  • IT equipment procurement
  • Desktop support proficiency
  • Hardware installation and maintenance
  • Service level agreement understanding
  • Cyber essentials policies
  • Windows server administration

LANGUAGES

Arabic: First Language
Native
English: C1
Advanced

Timeline

Senior Desktop Engineer

Solventum
06.2025 - Current

Desktop Support Engineer

Dubai Health Authority
05.2024 - 08.2024

Desktop Support Engineer

BIT Culture Commercial Brokerage
05.2022 - 04.2024

SERVICE DESK AGENT

Al Diwan Construction and Contracting
01.2020 - 12.2021

TECHNICAL SUPPORT

Exemplar Centre For Engineering Training
01.2017 - 11.2019

Network Administrator

Ministry of the Interior – Academic Affairs
05.2015 - 11.2016

Bachelor of Science - Computer Science

The National Ribat University
08.2011 - 08.2015

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MOHAMED ISMAIL IDRIS MOHAMED