Abdulrahman Abdulhameed Nasher Mohammed

• Served as the first line of support for technical issues related to Google Cloud Platform (GCP) services, ensuring timely and accurate assistance.
• Handled and triaged support tickets using ManageEngine ServiceDesk, adhering to SLAs and escalating complex cases to L2/L3 support teams when necessary.
• Performed initial diagnostics and troubleshooting for services including Compute Engine, Cloud Storage, VPC networking, IAM, and Cloud Functions.
• Guided users through GCP Console tasks, configuration issues, and interpreted system logs and error messages.
• Provided support for IAM policies, roles, service accounts, and permissions, helping customers maintain secure and compliant cloud environments.
• Documented recurring issues and created knowledge base articles to streamline troubleshooting and reduce resolution time.
• Monitored Google Cloud service status and communicated relevant updates or outages to clients proactively.
• Maintained high levels of customer satisfaction through clear communication, technical accuracy, and professional handling of requests.

• Served as the first line of support for technical issues related to Google Cloud Platform (GCP) services, ensuring
timely and accurate assistance.
• Handled and triaged support tickets using ManageEngine ServiceDesk, adhering to SLAs and escalating complex
cases to L2/L3 support teams when necessary.
• Performed initial diagnostics and troubleshooting for services including Compute Engine, Cloud Storage, VPC
networking, IAM, and Cloud Functions.
• Guided users through GCP Console tasks, configuration issues, and interpreted system logs and error messages.
• Provided support for IAM policies, roles, service accounts, and permissions, helping customers maintain secure and
compliant cloud environments.
• Documented recurring issues and created knowledge base articles to streamline troubleshooting and reduce
resolution time.
• Monitored Google Cloud service status and communicated relevant updates or outages to clients proactively.
• Maintained high levels of customer satisfaction through clear communication, technical accuracy, and professional
handling of requests.

• Delivered 24/7 remote L1/L2 technical support for 300+ McDonald’s locations, ensuring business continuity and resolving 20-30 daily incidents involving network infrastructure and in-store systems.
• Diagnosed and resolved advanced issues on Meraki (MX/MS) routers and switches via the Meraki Dashboard— including WAN failovers, VLAN tagging errors, DHCP/DNS issues, and client connectivity—achieving a 95% first-call resolution rate.
• Supported mission-critical in-store technologies such as PAR/HP POS systems, digital menu boards, drive-thru timers, and kitchen video systems, minimizing service disruptions.
• Managed incidents end-to-end using ManageEngine ServiceDesk (previously) and ServiceNow (currently), consistently exceeding SLA targets by 20-40%.
• Escalated complex L3 incidents to senior engineers or field teams with detailed diagnostic reporting.
• Contributed to system upgrade projects, performed post-implementation testing, and updated technical documentation and knowledge base articles to improve team performance.

• Delivered 24/7 remote L1/L2 technical support for 300+ McDonalds locations, ensuring business continuity and
resolving 20-30 daily incidents involving network infrastructure and in-store systems.
• Diagnosed and resolved advanced issues on Meraki (MX/MS) routers and switches via the Meraki Dashboard—
including WAN failovers, VLAN tagging errors, DHCP/DNS issues, and client connectivity—achieving a 95% first-call
resolution rate.
• Supported mission-critical in-store technologies such as PAR/HP POS systems, digital menu boards, drive-thru timers,
and kitchen video systems, minimizing service disruptions.
• Managed incidents end-to-end using ManageEngine ServiceDesk (previously) and ServiceNow (currently),
consistently exceeding SLA targets by 20-40%.
• Escalated complex L3 incidents to senior engineers or field teams with detailed diagnostic reporting.
• Contributed to system upgrade projects, performed post-implementation testing, and updated technical
documentation and knowledge base articles to improve team performance.

• Monitored and analyzed security events, network traffic and alerts to identify potential security incidents, and escalated issues to Level 2 or 3 SOC analysts as necessary.
• Utilized SIEM platforms such as IBM Qradar, intrusion detection/prevention systems, firewalls, and endpoint protection solutions to detect and respond to security threats and incidents.
• Monitored security systems and networks to detect and respond to potential security threats, such as malware infections,
intrusion attempts, and unauthorized access.
• Analyzed security event data and logs to identify patterns, anomalies, and other indicators of potential security incidents, and took appropriate action to contain and mitigate such incidents.
• Conducted regular security risk assessments and vulnerability scanning, and reported findings to management.
• Promoted and trained systems users in security awareness to maintain system security.
• Maintained up-to-date knowledge of security threats, trends, and best practices, and proposed improvements to security operations processes and procedures.

• Monitored security systems and networks to detect and respond to potential security threats, such as malware
infections, intrusion attempts, and unauthorized access.
• Analyzed security event data and logs to identify patterns, anomalies, and other indicators of potential security
incidents, and took appropriate action to contain and mitigate such incidents.