Mohmood Yasin

• Lead and mentor a team of IT support engineers, providing technical guidance and ensuring SLA compliance across all support levels (L1–L2).
• Act as escalation point for complex issues involving Microsoft Intune, Azure AD, Office 365, Zscaler, SharePoint, and Teams.
• Drive IT projects including infrastructure upgrades, device lifecycle management, and cloud migrations with end-to-end ownership.
• Develop and enforce IT policies, security standards, and compliance practices across Windows, macOS, iOS, and Android environments.
• Oversee VIP support delivery for senior stakeholders, ensuring minimal downtime and proactive resolution of issues.
• Coordinate with vendors and third-party providers for seamless service delivery and application integration.
• Manage ITSM workflows in BMC, SolarWinds, and HALO ITSM to enhance ticket resolution efficiency and asset tracking accuracy.
• Conduct root cause analysis for recurring incidents, implement preventive measures, and prepare performance reports for management.
• Support IT infrastructure capacity planning, ensuring scalability and business continuity.
• Train and develop team members in emerging technologies and best practices to improve service delivery.

• Supervised daily operations of the 24/7 IT helpdesk, ensuring timely resolution of L1 and L2 incidents.
• Managed IT support staff schedules, task allocation, and performance evaluations to improve efficiency.
• Oversaw device enrollment, Intune policy creation, and compliance monitoring across the enterprise.
• Implemented IT asset management strategy, optimizing hardware/software utilization and reducing costs.
• Coordinated with cross-functional teams to troubleshoot and resolve issues related to Office 365, Intune, Defender, and Mercedes-Benz-specific applications (GE Backoffice, Autoline, CDK in Keyloop, GO Configurator).
• Directed system upgrades, patch management, and security updates to minimize vulnerabilities.
• Engaged in stakeholder communication, reporting IT performance metrics, risks, and project progress.
• Supported business continuity planning and disaster recovery initiatives, ensuring minimal operational disruption.
• Conducted training sessions for end-users on Office 365, cybersecurity awareness, and new IT tools.
• Served as liaison between IT, vendors, and business departments to deliver high-quality IT services.

• Support more than 200 users for daily activities.

• Setup & configure the new systems, Laptops as per the standard IT Practice

• Resolving the technical issue with timely manner using available resources within the company

• Attending technical meetings with vendors and providing, designing and implementing network solution to meet our requirements

• Provide support, collaborate with IT Support team to providetechnical expertise in various support issues & IT Processes

• Hands-on managed a 24/7 IT Helpdesk (BMC), supporting backend systems (Active Directory, customer-end devices (PC's, Mobile Devices))

• Working knowledge of office 365 account administration, issues handling Handles the deployment, monitoring, maintenance, development, upgrade & support of all IT Systems, including telecommunications, email, pc's, OS, hardware, software,mobile devices, peripherals, and office equipment

• Managing all the IT Assets centrally and handling the IT Procurement Setup and configure the system and devices at the perfect time to ensure the smooth operations

• Diagnosed and troubleshoot the system and network problems and provide solutions for hardware & softwarefaults

• Implementing, managing, and maintaining the LAN setup of windows administration

• Assisting the network manager with support requests Built relations with team & other departments including 3rd Party service provider to enable smooth IT Functions

• Manage the BMC IT Service Management & BMC Discovery ToolProviding Critical support with IT Helpdesk in Dubai & 10+ Branches (Including RTA)

• TCP/IP networking and hardware maintenance and repair.