SHABIB USSANAR
Abu Dhabi,United Arab Emirates
Summary
Experienced IT professional with expertise in system administration, networking, and customer support. Proficient in Windows and Mac OS environments, VPN technologies, Cisco systems, and VMware virtualisation. Skilled in managing LAN, WAN, Wi-Fi networks, routers, and Windows server administration while ensuring security compliance. Adept at hardware installation and maintenance, remote customer support, and help desk assistance. Strong knowledge of networking protocols and Office 365 solutions. Committed to delivering efficient technical solutions and maintaining high standards of service quality.
Overview
10
10
years of professional experience
1
1
Certification
Work history
IT Support Engineer
CORE42 - Air Force & Air Defence (AF&AD)
2025.04 - Current
- Responsible for providing comprehensive IT support and managing site-specific technical operations for the AFAD Air Force Air Defence project under CORE42.
- Managed IT incidents and service requests by coordinating communications through phone, email, portal, and walk-ins, promoting prompt resolution and customer satisfaction..
- Utilised ITSM tools to categorise, prioritise, and track tickets, ensuring compliance with SLA requirements and enhancing overall response accuracy.
- Provided technical support for hardware, software, operating systems, email, printing, and network connectivity issues to ensure user satisfaction.
- Assisted in applying networking fundamentals such as IP addressing, DNS, DHCP, LAN/WAN routing, firewalls, and proxy configurations.
- Facilitated OS hardening, firewall rule implementation, antivirus policy setup, and security configuration across AFAD network.
- Provided end-user support for laptops, desktops, mobile devices, peripherals, and standard office applications to ensure smooth daily operations.
- Assisted users in troubleshooting technical issues to maintain operational efficiency across devices.
- Provided end-user support for laptops, desktops, mobile devices, and peripherals to facilitate seamless daily operations.
- Assisted users with account activities, including password resets and access requests, while managing Active Directory infrastructure, group policies, and DNS/DHCP replication.
- Facilitate Microsoft 365 services including Outlook email, SharePoint Online, Teams, OneDrive, and Intune for device and application management.
- Assist with user and group administration across AD and Microsoft 365 to support secure identity and access management.
- Managed Windows Server environments (2012–2019), including installation, configuration, patching, OS hardening, and performance tuning to ensure secure and stable operations.
- Troubleshot OS‑level issues, Windows Clusters, File Servers, DFS, and performance bottlenecks to maintain high system availability.
- Identify incidents requiring escalation and forward them to L2/L3 teams or vendors with complete troubleshooting documentation to accelerate resolution.
- Provide on‑site IT support across Military operational locations within Abu Dhabi and Dubai, ensuring an uninterrupted User experience.
- Assist in tracking and maintaining IT assets, including laptops, desktops, accessories, and peripherals, ensuring accurate lifecycle management.
- Support asset deployment, replacement, and collection activities while maintaining up‑to‑date asset and user assignment documentation using SMAX profile
- Installed, configured, and maintained servers, operating systems, and enterprise applications, ensuring high system availability and optimal performance across the organization.
- Executed system upgrades, security patches, and routine maintenance activities, improving system stability and reducing incident recurrence.
- Managed and supported network infrastructure including switches, firewalls, VPNs, and connectivity services, ensuring reliable communication across Military Sites, Air Base centers, and project sites.
- Adhere to IT policies, AFAD procedures, and NOSC information security guidelines, ensuring confidentiality and proper handling of organisational data.
- Troubleshot authentication issues to enhance user experience with standard office applications.
- Provide support for troubleshooting and resolving issues related to Microsoft 365 applications.
IT Executive
Burjeel Medical City
Abu Dhabi
2022.01 - 2026.04
- Managed active directory and Group policy, maintaining user accounts and enforcing security policies.
- Maintained precise records of technical issues, resolutions and user interactions within the helpdesk ticketing system (ManageEngine).
- Conducted routine maintenance tasks such as software updates, patches, system optimizations and oversee firewall management, virtualization and backups.
- Provided support for VPN (FortiGate) and remote access solutions to offsite employees.
- Diagnosed network connectivity problems and ensure compliance with network security protocols.
- Maintained Microsoft Office 365 services and applications by overseeing user accounts, groups and licenses while upholding security measures to protect data and applications.
- Installed, configured and performed upgrades for desktop operating systems, software applications and hardware components.
- Catalog all IT assets in the Service Desk related to site assets, internet users, Office 365 users, IP addresses, PC and laptop brand/model, usernames, operating systems, PC and laptop serial numbers, switches etc.
Technical Support Engineer
Convergys India Services Private LTD
Mumbai, Maharashtra
2021.01 - 2022.01
- Installed and maintained OS server: 2008 R2, 2012 R2, 2016 client: Windows XP up to 10.
- Managed Active Directory users and computers, Microsoft Office 365, server and workstation patching with SCCM.
- Provided support calls for Microsoft Office 365, Windows Servers, Microsoft teams.
- Performed OS deployment, software pushing via website with the hostname.
- Collaborated with the infrastructure and web applications teams to resolve complex issues and ensure efficient operation of the desktop computing environment.
- Maintained precise records of technical issues, resolutions and user interactions within the helpdesk ticketing system (Manage Engine).
IT Support
Diebold NIXDORF
Mumbai, Maharashtra
2019.01 - 2021.01
- Implemented reformations that reduced responses and resolution time for troubled tickets from several weeks to 1-2 days.
- Guided customers according to solution trees and knowledge base to solve incidents and service requests.
- Answered inbound customer calls, including a detailed recording of the issue according to defined processes.
- Used HPSM ticketing system to log, track, manage incidents and service requests raised by customers.
- Installed and maintained ADS for windows 2012,2016 server and creating users and groups.
- Ensured 24/7 availability of all systems, applications and infrastructure.
IT Support
Sutherland Global Services
Mumbai, Maharashtra
2018.01 - 2019.01
- Directed the process of incoming requests that ensured a 75% first call resolution.
- Identified several security issues such as DNS amplification attacks, AP spoofing, native VLAN mismatches and SSID spoofing and recommended the proper mitigation techniques that aided in a 30% increase in security.
- Provided cost effective support solutions to staffs and employees which reduced company spending by 15% annually.
- Administered maintenance to stores LAN/ WAN reducing and stabilizing down-time at 5%.
IT Implementation Engineer
Mohammed Juma Sultan CO LLC
Dubai, UAE
2017.01 - 2018.01
- Installed, changed and removed hardware in various desktop and service hub configurations.
- Provided technical solutions and troubleshooting services on need basis.
- Successfully scanned and removed the virus from organization’s server using Trend Micro and Symantec.
- Conducted maintenance of LAN, WAN, ETHERNET and Voice Network.
- Provided technical solutions and troubleshooting services on need basis.
Market Research Analyst
Smarte INC
2016.01 - 2017.01
- Identified target market, industry and domains for generating research database for the company.
- Managed the research and creation of written content on companies.
- Worked on projects built with an extensive network of clients from North America, Europe, Caribbean, Asia Pacific countries and across the globe.
Education
Master of Science - Information Technology
SIES Graduate School Of Technology
Mumbai, India /2012 - /2014
Bachelor of Science - Computer Science
Model College
Mumbai, India /2008 - /2012
Skills
- Windows and Mac OS
- VPN and networking
- Cisco technologies
- LAN, WAN, Wi-Fi and routers
- VMware virtualization
- System administration
- Customer service and support
- Help desk assistance
- Networking protocols
- Security compliance awareness
- Hardware installation and maintenance
- Remote customer support
- Windows server administration
- Office 365
Certification
Cisco Certified Network Associate (CCNA).
Timeline
IT Support Engineer
CORE42 - Air Force & Air Defence (AF&AD)
2025.04 - Current
IT Executive
Burjeel Medical City
2022.01 - 2026.04
Technical Support Engineer
Convergys India Services Private LTD
2021.01 - 2022.01
IT Support
Diebold NIXDORF
2019.01 - 2021.01
IT Support
Sutherland Global Services
2018.01 - 2019.01
IT Implementation Engineer
Mohammed Juma Sultan CO LLC
2017.01 - 2018.01
Market Research Analyst
Smarte INC
2016.01 - 2017.01
Master of Science - Information Technology
SIES Graduate School Of Technology
/2012 - /2014
Bachelor of Science - Computer Science
Model College
/2008 - /2012