Junaid Ahmad Awan

• Provided Tier 1 & Tier 2 desktop and end-user support across construction sites and real estate offices — covering
Windows 10/11 workstations, laptops, printers, biometric devices, IP phones, and CCTV systems.
• Administered Windows Server infrastructure, Active Directory (user accounts, OUs, GPOs), and Microsoft 365
tenancy — Exchange Online, Teams, SharePoint, and OneDrive.
• Delivered ITIL-aligned Incident and Change Management: logged, categorised, and resolved tickets within SLA
targets using structured escalation workflows.
• Troubleshot DNS, DHCP, VPN, TCP/IP, and Wi-Fi issues; installed and configured switches, routers, firewalls, and
access points across multiple sites.
• Managed IT asset inventory, software licences, and vendor relationships; coordinated hardware maintenance and
warranty support.
• Supported Odoo ERP (HR, leave, payroll) and PropFusion CRM (real estate lead and pipeline management).
• Utilised UAE driving licence to provide rapid on-site technical support across geographically dispersed project sites.

• Delivered enterprise IT support to 1, 000+ end users across port operations, logistics, maritime, and supply chain
divisions in a 24/7 mission-critical terminal environment.
• Managed ITIL-aligned Incident, Problem, and Change Management — ticket logging, root cause analysis (RCA), SLA
compliance, and escalation via Freshdesk and Jira Service Desk.
• Diagnosed and resolved hardware, software, and network incidents for desktops, laptops, printers, and peripherals
within SLA targets.
• Managed end-to-end IT asset lifecycle: procurement, deployment, auditing, tracking, and decommissioning of
1, 000+ endpoint devices.
• Administered endpoint security tools and antivirus policies; monitored patch compliance and escalated
vulnerabilities to the security team.
• Mentored junior IT engineers — improving team resolution times and contributing to internal knowledge base
documentation.
• Provided application support for DPOne ERP covering HR, operations, and logistics modules.

• Installed, configured, and maintained desktops, laptops, and enterprise software for domestic and international
clients across technology, oil & gas services, and corporate sectors.
• Delivered remote IT support to international stakeholders — resolving connectivity, hardware, and software issues
efficiently.
• Assisted in Microsoft 365 and cloud migration projects: user provisioning, email setup, and SharePoint
configuration.

• Performed hardware and software troubleshooting, system builds, OS installations, and end-user training.
• Supported LAN infrastructure: structured cabling, switch configuration, and IP address management.
• Maintained IT asset registers, configuration records, and incident logs aligned to ITIL documentation standards.