Abdulmomen Mubarak

• Deliver exceptional end-user support, ensuring ICT incidents and service requests are resolved promptly within agreed SLAs to enhance user satisfaction.
• Efficiently manage user tickets through the helpdesk system, diagnosing issues, implementing effective workarounds, and escalating complex problems as necessary.
• Provide Tier 1 technical support, contributing to root cause analysis for recurring incidents to improve system reliability and reduce downtime.
• Support, troubleshoot, and maintain critical systems including network, conference, telephony, and physical security, ensuring seamless operations.
• Administer and optimize Active Directory and Azure AD accounts, enhancing user access management and monitoring network integrity for improved security.

• Oversaw data management using IOM's Mimosa platform, prioritizing data integrity and secure information handling in compliance with best practices.

• Developed analytical and technical reports that informed strategic decisions for migrant protection programs, enhancing operational efficiency.

• Facilitated the implementation of ICT tools for case management, ensuring robust documentation of digital workflows to optimize access and security.

• Collaborated with cross-functional teams to improve data access protocols, aligning with cloud identity management principles.

• Championed best practices in data security and user access management, preparing for a seamless transition to cloud identity access management.

• Administered and optimized beneficiary data management using advanced digital reporting tools, enhancing data accuracy and accessibility.

• Delivered effective IT troubleshooting support for call center data systems, ensuring seamless operation of reporting platforms and minimizing downtime.

• Collaborated with cross-functional teams to streamline data processes, improving overall efficiency and user experience.

• Leveraged analytical skills to interpret data trends, contributing to informed decision-making and strategic planning.

• Developed user-friendly documentation and training materials to empower staff in utilizing reporting tools effectively.