Fahad Sultan ITIL

Led a team in managing end-user support and IT operations at MEDGULF Co., ensuring minimal disruption to business functions. Oversaw the installation, configuration, and maintenance of hardware, software, and systems across multiple projects. Resolved incidents and service requests using CA Service Desk, SCCM, RDP, Ivanti, and Nexthink.

Administered Active Directory, Group Policy, and user access controls. Managed IT assets and monitored infrastructure using SCOM and Malwarebytes. Supported Windows (7-11), MacOS, printers, VPNs (Pulse Secure), Citrix, and VDI. Enhanced network security with NAC solutions like ClearPass and Pulse Secure. Guided users through ITIL processes and ensured timely resolution through team coordination.

Install, configure, and maintain IT hardware, software, systems, and networks for various clients and projects. Resolve IT service issues promptly and effectively, as necessary . Manage IT assets and ensured compliance with IT policies and standards. Improve server infrastructure support, monitor system, and diagnose system to ensure greater system stability and customer satisfaction. Interface with stakeholders at different levels to drive improvements in infrastructure support and service request. Collaborate with different IT teams to develop key system documentation and processes in compliance with the ITIL service management framework. Capture business requirements and translate them into technical requirements for IT service management.

Data entry and receive calls and scheduling and give dates and organize personnel files