Abdulrahman Barnawi

• Provide Level 1/2 IT support across 5+ retail branches, maintaining 99%+ uptime for POS terminals and store infrastructure.
• Resolve an average of 30+ support tickets per week covering hardware, software, and network connectivity issues, achieving under
2-hour average resolution time for critical incidents.
• Installed, configured, and maintained over 100 desktop computers, printers, and network devices across multiple store locations.
• Perform weekly system updates and preventive maintenance on 50+ endpoints, reducing recurring hardware failures by 40%.
• Support 20+ remote users via remote access tools and ticketing systems, ensuring business continuity across distributed sites.
• Participate in backup operations covering 500+ GB of business-critical data, achieving 100% successful recovery rate during scheduled
tests.
• Coordinate with infrastructure teams to escalate and resolve complex incidents, reducing average escalation resolution time by 30%.

• Assisted in Windows Server administration for an environment of 10+ servers, contributing to 99.5% monthly availability SLA.
• Managed Active Directory accounts for 200+ users, including provisioning, deprovisioning, permissions, and group policy enforcement.
• Monitored server performance using system tools, identifying and escalating 15+ potential issues before they caused downtime.
• Assisted with patch management cycles covering 50+ servers and workstations, ensuring 95%+ compliance with security update
policies.
• Supported backup and recovery operations for critical government data, completing 100% of scheduled backup jobs without failures.
• Contributed to IT compliance audits, helping the team maintain infrastructure standards across all monitored systems.