Abdullah Iyoob

• Provided L1/L2 technical support for Windows desktop, laptop, printer, and Microsoft Office issues,
ensuring timely resolution of user incidents and service requests.
• Troubleshot and resolved issues related to Windows Server operating systems, including user
authentication, shared resources, and server performance.
• Diagnosed and resolved end-user issues through remote and onsite support, coordinating with supervisors
and senior engineers for complex incidents.
• Worked closely with the L3 infrastructure team to support and monitor network infrastructure, VMware,
and Hyper-V virtualization environments.
• Built, deployed, and maintained Windows updates, security patches, drivers, and application installation
packages across client environments.
• Tracked and managed backup jobs, antivirus solutions, and endpoint security to ensure data protection and
business continuity.
• Monitored customer IT infrastructure, ensuring system availability, network connectivity, and optimal
performance while responding proactively to alerts.
• Administered and monitored Microsoft Azure cloud resources and Microsoft 365 services, including user
account management and license administration.
• Supported Windows Server environments, including Active Directory user management, password resets,
account unlocks, group membership updates, DNS, DHCP, and server administration.
• Assisted in supporting Microsoft Exchange and Microsoft 365 mail services, troubleshooting Outlook,
mailbox access, email connectivity, and authentication issues.
• Logged, tracked, prioritized, and resolved incidents and service requests through an IT service
management (ITSM) ticketing system while meeting SLA requirements.
• Worked in accordance with ITIL best practices for Incident Management, Service Request Management,
Escalation Management, and Change Management to deliver consistent IT support.
• Stayed informed about emerging cybersecurity threats, applied security best practices, and recommended
appropriate corrective actions to IT management.
• Assisted CCTV systems by troubleshooting camera connectivity, recording issues, NVR/DVR configurations,
and remote viewing access.

• Provided L1-L2 technical support for end-users, resolving hardware, software, and network issues.
• Managed user accounts, permissions, and policies using Active Directory and Microsoft 365.
• Troubleshot Outlook, Teams, and enterprise applications.
• Ensured SLA compliance and timely incident resolution using ticketing systems.
• Supported endpoint devices including laptops, desktops, and mobile devices.

• Designed, deployed, and maintained Windows Server environments, including Active Directory Domain
Services (AD DS), DNS, DHCP, and Group Policy (GPO).
• Administered Active Directory by creating and managing user accounts, security groups, organizational
units (OUs), password policies, and access permissions.
• Managed file servers, NTFS permissions, shared folders, and NAS storage solutions to provide secure and
reliable data storage.
• Implemented and monitored backup and disaster recovery solutions using Veeam Backup & Replication,
ensuring successful backup verification and recovery readiness.
• Installed, configured, and maintained virtualization platforms including VMware ESXi and Microsoft
Hyper-V.
• Deployed and configured enterprise servers (HP ProLiant and Dell PowerEdge), including RAID
configuration, hardware diagnostics, firmware updates, and preventive maintenance.
• Administered Microsoft 365, including user provisioning, license management, Exchange Online, Outlook
support, and mailbox administration.
• Configured and maintained VPN connectivity, firewall rules, and network security policies supporting
secure access for multiple clients.
• Installed, configured, and supported IP Telephony (VoIP) systems, including IP phone provisioning,
extension management, call routing, and troubleshooting voice connectivity issues.
• Managed storage infrastructure, including NAS device configuration, shared storage management, user
access control, and capacity monitoring.
• Monitored server health, storage utilization, network availability, and system performance to ensure
maximum uptime and reliability.
• Applied Windows updates, security patches, antivirus management, and endpoint security best practices
across the IT infrastructure.
• Diagnosed and solved hardware, software, server, network, and end-user issues while providing technical
support to employees.
• Maintained IT documentation, asset inventory, system configurations, and standard operating procedures
for infrastructure management.