Qais F. Almaghaireh

Troubleshot hardware and software issues reported by users, resulting in decrease in call-backs for repeat incidents.

• Installed and configured new software applications, resulting in increased productivity and user satisfaction.
• Created and maintained detailed technical documentation for network hardware and software, allowing for quick resolution of technical issues.
• Resolved network issues that improved system performance by 90% and reduced downtime by 95%.
• Set up and configured new servers to expand network capacity, enabling organization to increase its customer base by 75%.
• Developed system monitoring tool that generated automated alerts when performance thresholds were exceeded, enabling early detection and resolution of system issues (SolarWinds).
• Implemented secure remote access solution that enabled users to access network from anywhere, enhancing collaboration between teams (Citrix, BIGIP).
• Developed system backup and recovery solution that reduced time to recover from system failure from 2 days to 1 hour (Veeam Backup, Cobian Backup).
• Applied software patches and updates that improved system stability and security (Batch Management).
• Monitored system performance, identified potential issues, and implemented corrective action to prevent outages.
• Troubleshot and resolved complex system and application issues, resulting in improved user experience.
• Installed, configured, and maintained software applications, resulting in improved system productivity and efficiency.
• Windows10, Windows11, WindowsServer2012/2016/2019, Active Directory.
• AD DS, WSUS, DNS and O365 with MS Office 2016/2019/2021.
• Support HW issues (EID card readers & scanners/printers/multifunctional machines/kiosk machines/projectors/customers feedback tablets/access control devices).
• Develop and maintain Azure cloud infrastructure, including virtual networks, storage accounts, and virtual machines.
• Design and implement cloud-based solutions using Azure services such as App.
• Managed, mentored, coached, scaled, and provided leadership to a team of 10 Service Desk Technicians who supported over 5,000 desktops and laptops (Service Desk Plus - Manage Engine).
• Managed work schedules to ensure 100% coverage during 24/7 support schedule.
• Managed processing of incoming calls, tickets, and email to ensure timely and effective resolution of end-user issues.
• Developed mature phone/ticket escalation process to ensure efficient customer service.
• Advised administration on process improvements, products, and services.
• Ensured team was always up to date and complied with company policies.
• Managed multiple projects for server updates, network changes, desktop migrations, and deployments.
• Planned, supported and achieved companywide Outlook migration to Office.
• Defined and developed Service Catalog, Service Delivery, Service Portfolio, and also implemented new ITSM Platform in direction towards ITIL v3and v4 as best practice for service management (Service Desk Plus).
• Developed and implemented Service Level Agreements (SLAs) to establish and define problem resolution expectations and timeframes.
• Implemented Change and Release Management processes.
• Created and maintained IT documentation and SOPs.
• Established Key Performance Indicators (KPIs) to analyze Service Desk performance, activities.
• Defined technology strategy and roadmap, researched and evaluated technologies and best practices.
• Negotiated contracts with vendors and partners and designed & implemented service desk software on corporate website, compiled systems & connectivity solutions to enable competitive growth.
• Performed periodic hardware, software and application inventory for all locations.
• Performed hardware support for various equipment including Dell, Lenovo, HP laptops, desktops, Apple Phones, Mac Pro, and Mac Books.
• Managed loaner equipment rollouts and end of lifecycle collection, packaging and shipping.
• Imaged new workstations with Ghost applications.
• Collaborated with engineering team to keep workstation images up to date with latest drivers.
• Responsible for maintaining accurate database of company's assets and maintenance contracts placing orders for hardware, software, and renewal of maintenance for various IT products.
• Led technical evaluation of leading products, including establishing corporate requirements, leading vendor interviews, conducting Proof of Concept installations, and scoring solutions for senior management for selecting new enterprise-wide Asset Management Solution.
• Recognized for lowering software compliance risks through process improvement and weekly internal audits.
• Design, implement and support various types of Office 365 hosted application services which enable collaboration, security, mobility, and analytics for organization.
• Creating and managing user accounts.
• Assigning licenses to users.
• Setting up security groups to control access to resources.
• Recover deleted items in user mailbox.
• Set up archive and deletion policy for mailboxes in your organization.
• Set up mailbox features such as mailbox sharing policy: how users can share calendar and contacts information with others outside of your organization.
• Set up "Send as" and "Send on behalf" delegates for someone's mailbox.
• Create shared mailbox so group of people can monitor and send email from common email address.
• Email anti-spam protection and malware filters for organization.
• Manage Microsoft 365 groups.
• Manage O365 additional applications – Teams, SharePoint Online, One Drive.
• Publisher, Forms, Stream, Booking, and Copilot.
• Plan and deploy Microsoft Teams.
• Implement lifecycle management and governance for Microsoft Teams.
• Monitor Microsoft Teams environment and manage access for external users.
• Implement security and compliance for Microsoft teams.
• Acted as the primary point of contact for Azure resources.
• Utilized automation to control costs and achieve service level targets.
• Implemented systems to consistently categorize/tag/audit Azure resources as part of an effective governance system.
• Produced timely reporting to help inform cost management decisions.
• Maintained and helped to improve cybersecurity awareness and consider company posture implications of system configurations.
• Submitted weekly status reports to a supervisor.
• Performed assigned tasks with minimal oversight.
• Contributed to the design process, identify potential caveats, and propose ideas that will improve the overall technology environment.
• Maintained compliance with written IT policies/standards/processes/work instructions.
• Used vendor support as required.
• Performed special projects and other duties as assigned.
• Cleared understanding of cloud computing services, including networking, storage, database, security tooling, servers, and software.
• Experienced transitioning lift-and-shift implementations to cloud-native services.
• Capable of resource deployment automation, such as the creation and use of ARM, Bicep, and Terraform templates.
• Experienced with programming/scripting languages relevant to Azure management, such as PowerShell, Azure CLI.
• Managed Azure identity and access (IAM) with a focus on least privilege access for both Azure subscriptions and Entra ID.
• Monitor and troubleshoot cloud-based applications and services.
• Implement security best practices for cloud-based applications and services.
• Design and implement cost-effective cloud-based solutions.

• Install and configure computer hardware, software, networks and applications.
• Continuously monitor and maintain systems and networks.
• Respond to technical support calls from other staff members or clients and communicate how to resolve 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.
• Utilized problem solving and troubleshooting abilities to resolve any major issues.
• Provide phone support service to meet 24x7 SLA.
• Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
• Optimized system performance, conducting routine checks and addressing potential issues before escalation.