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Mohaned Abdelgadir Badri Adam , Temporary IT Support

Mohaned Abdelgadir Badri Adam

Temporary IT Support·Qatar Islamic Bank (QIB),

Qatar

Bachelor's degree, Computer Network Systems

Work experience

Total years of experience: 4 years, 2 months

Temporary IT Support

September 2025 - Present

Qatar Islamic Bank (QIB),

Doha, Qatar

September 2025 - Present

• Managed IT asset inventory for desktops, laptops, monitors, and network equipment, achieving over 95%
data accuracy.
• Coordinated device relocation and lifecycle management with IT and logistics teams, resulting in zero
asset loss.
• Administered endpoints using Microsoft Intune for enrollment, compliance policies, and
application deployment, reducing device-related incidents by 30%.
• Implemented security and configuration controls in alignment with internal IT policies.
• Provided operational support for core banking systems (Misys), ensuring over 99% system availability.
• Responded to IT incidents and service requests, achieving a 95% on-time closure rate.
• Participated in disaster recovery exercises, contributing to a 90% reduction in potential service interruption.
• Generated operational and asset status reports, enhancing management visibility by 80%.
Company industry:
Banking
Job role:
Administration

IT Support

August 2024 - August 2025

AL Elyazia Real Estate

Doha, Qatar

August 2024 - August 2025

Provided first-level IT support to end users, resolving 90-95% of daily incidents within SLA targets.
Troubleshot hardware, software, and peripheral issues with a 92% first-contact resolution rate.
Installed, configured, and maintained desktops, laptops, and printers, reducing user downtime by 30%.
Logged, tracked, and resolved incidents using ITSM/ticketing systems, achieving 97% ticket closure
compliance.
Escalated complex technical issues to Level 2 and Level 3 teams, reducing overall resolution time by 35%.
Performed routine system monitoring and preventive maintenance to improve service reliability.
Provided basic user training and IT guidance to improve system usage and security awareness.
Company industry:
Real Estate
Job role:
Information Technology

IT Service Desk

December 2021 - March 2024

MaxNet,

Khartoum, Sudan

December 2021 - March 2024

Delivered frontline technical support via ITSM platforms, phone, and remote tools, resolving 85-90% of issues at
first contact.
• Installed and configured scanners, printers, Windows 10/11 and macOS operating systems for end users,
including driver setup and enterprise application deployment, ensuring 95% deployment success without
reconfiguration
• Performed regular endpoint protection and compliance reviews, maintaining 98% adherence to
security standards.
• Advised users on IT procedures and self-help resources, reducing repeat support tickets by 20-25%.
• Upheld and updated the internal IT knowledge base, decreasing average handling time by 15 20%.
• Resolved escalated technical issues related to Windows, Microsoft 365, Active Directory, and Entra ID with
a 95% timely resolution rate.
• Oversaw Microsoft Intune and Mobile Device Management (MDM) configurations, ensuring 97-100%
device compliance.
• Supported meeting room technologies including projectors, audio systems, microphones, cameras, and video
conferencing tools, achieving 95% uptime availability.
• Offered coaching and support to Level 1 staff, increasing first-contact resolution rates by 15 20%.
Company industry:
Telecommunications
Job role:
Information Technology

Education

Karary University

January 2021

January 2021

Bachelor's degree, Computer Network Systems

Sudan

GPA (point): 4.15 out of 5

GPA (point): 4.15 out of 5

Skills

IT Administration
Expert
IT Administration
Expert
IT Technical Support
Expert
IT Technical Support
Expert
Customer Support
Expert
Customer Support
Expert
Network Configuration
Expert
Network Configuration
Expert
Network Troubleshooting
Expert
Network Troubleshooting
Expert
ACTIVE DIRECTORY
Intermediate
ACTIVE DIRECTORY
Intermediate
CUSTOMER SERVICE DESK
Intermediate
CUSTOMER SERVICE DESK
Intermediate
CUSTOMER SUPPORT
Intermediate
CUSTOMER SUPPORT
Intermediate
CYBER SECURITY
Intermediate
CYBER SECURITY
Intermediate
ENDPOINT SECURITY
Intermediate
ENDPOINT SECURITY
Intermediate
INCIDENT RESPONSE MANAGEMENT
Intermediate
INCIDENT RESPONSE MANAGEMENT
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
IT ASSET MANAGEMENT
Intermediate
IT ASSET MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
RELIABILITY
Intermediate
RELIABILITY
Intermediate
Installation & Maintenance Customer Service & Technical Support Cisco Technologies
Expert
Installation & Maintenance Customer Service & Technical Support Cisco Technologies
Expert
IT Troubleshooting
Expert
IT Troubleshooting
Expert
Windows Server Administration ,Active Directory ,Domain Controllers and Services System
Expert
Windows Server Administration ,Active Directory ,Domain Controllers and Services System
Expert
Network Configuration (Routing, Switching)
Expert
Network Configuration (Routing, Switching)
Expert
Windows Server (2008–2019), Active Directory, DNS/DHCP
Expert
Windows Server (2008–2019), Active Directory, DNS/DHCP
Expert
Troubleshooting hardware/software issues
Expert
Troubleshooting hardware/software issues
Expert
ACTIVE DIRECTORY
Intermediate
ACTIVE DIRECTORY
Intermediate
DOMAIN NAME SYSTEM
Intermediate
DOMAIN NAME SYSTEM
Intermediate
DYNAMIC HOST CONFIGURATION PROTOCOL DHCP
Intermediate
DYNAMIC HOST CONFIGURATION PROTOCOL DHCP
Intermediate
ENDPOINT MANAGEMENT
Intermediate
ENDPOINT MANAGEMENT
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
IT ASSET MANAGEMENT
Intermediate
IT ASSET MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
MANAGEENGINE ASSETEXPLORER
Intermediate
MANAGEENGINE ASSETEXPLORER
Intermediate
MICROSOFT 365
Intermediate
MICROSOFT 365
Intermediate
SERVICENOW
Intermediate
SERVICENOW
Intermediate
BANKING
Intermediate
BANKING
Intermediate
BANKING SOFTWARE
Intermediate
BANKING SOFTWARE
Intermediate
BUSINESS CONTINUITY AND DISASTER RECOVERY
Intermediate
BUSINESS CONTINUITY AND DISASTER RECOVERY
Intermediate
CONTINUOUS MONITORING
Intermediate
CONTINUOUS MONITORING
Intermediate
ESCALATION PROCEDURES
Intermediate
ESCALATION PROCEDURES
Intermediate
INCIDENT MANAGEMENT
Intermediate
INCIDENT MANAGEMENT
Intermediate
MISYS TIGER
Intermediate
MISYS TIGER
Intermediate
OPERATIONAL REPORTING
Intermediate
OPERATIONAL REPORTING
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
SYSTEM MONITORING
Intermediate
SYSTEM MONITORING
Intermediate
ACTIVE DIRECTORY
Intermediate
ACTIVE DIRECTORY
Intermediate
DOMAIN NAME SYSTEM
Intermediate
DOMAIN NAME SYSTEM
Intermediate
DYNAMIC HOST CONFIGURATION PROTOCOL DHCP
Intermediate
DYNAMIC HOST CONFIGURATION PROTOCOL DHCP
Intermediate
IT ASSET MANAGEMENT
Intermediate
IT ASSET MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
MANAGEENGINE ASSETEXPLORER
Intermediate
MANAGEENGINE ASSETEXPLORER
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
MICROSOFT 365
Intermediate
MICROSOFT 365
Intermediate
SERVICENOW
Intermediate
SERVICENOW
Intermediate
SYSTEM MONITORING
Intermediate
SYSTEM MONITORING
Intermediate

Languages

Arabic

Native Speaker

English

Expert

Training and Certifications

Certifications
CompTIA Security+
MCSE: Windows Server
CCNA: Switching, Routing, and Wireless Essentials
CompTIA Security+
MCSE: Windows Server 2016
CCNA: Switching, Routing, and Wireless Essentials
CompTIA Security+
MCSE: Windows Server 2016
CCNA: Switching, Routing, and Wireless Essentials
CompTIA Security+
MCSE (Windows Server
CCNA: Switching, Routing, and Wireless Essentials
Training
CompTIA
Security+
Mar 2023

Hobbies and interests

Video games