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Omar Sharif Abbas, IT CLIENT SUPPORT ENGINEER

Omar Sharif Abbas

IT CLIENT SUPPORT ENGINEER·Abu Dhabi National Oil Company

United Arab Emirates

Bachelor's degree, Information Technology

Work experience

Total years of experience: 6 years, 4 months

IT CLIENT SUPPORT ENGINEER

December 2021 - Present

Abu Dhabi National Oil Company

Abu Dhabi, United Arab Emirates

December 2021 - Present

✓ Serve as primary IT support engineer for one of the worlds top 5 energy
companies, managing a high-volume ticket queue and consistently
maintaining SLA compliance above 95% for all P1-P3 incidents.
✓ Administer Microsoft Active Directory environment user account
provisioning, group policy management, and access control ensuring zero
unauthorized access incidents.
✓ Lead Microsoft 365 (O365) support operations: mailbox configurations,
Teams deployments, SharePoint access, and application licensing for
500+ enterprise users.
✓ Orchestrate full-cycle PC desktop OS migration projects, coordinating
hardware/software installations, data backups, and UAT with minimal
operational disruption.
✓ Configure and maintain enterprise networking infrastructure including
switches, access points, and print servers. troubleshoot LAN/WAN
connectivity to sustain 99%+ uptime.
✓ Manage end-to-end AV and IT setup for auditorium and executive
meeting halls, ensuring zero technical failures during high-stakes
leadership events.
✓ Coordinate with 10+ technology vendors for hardware and software
procurement, streamlining acquisition timelines and driving cost-effective
IT purchasing decisions.
✓ Leverage Nexthink platform for proactive endpoint monitoring,
identifying performance anomalies before they impact end-user
productivity.
✓ Expertly install and configure a wide range of applications, tailored to
meet organizational needs.
✓ Provide dedicated support for Microsoft Office 365, enhancing
productivity and user experience.
✓ Lead PC desktop operating system migrations and handle
hardware/software installations and configurations with ease.
✓ Troubleshoot network issues, set up projectors, and install/configure
printers to maintain seamless connectivity.

Company industry:
Oil & Gas
Job role:
Information Technology

IT Support Officer

August 2020 - November 2021

Pakistan Telecommunication Company Limited

Peshawar, Pakistan

August 2020 - November 2021

✓ Handled various issues with desktop, laptop systems on windows/mac
OS platforms.
✓ Experience of responding to customer queries by phone/mail in a
professional way.
✓ Troubleshooting issues of clients with remote services.
✓ Opening the ticket & closing the ticket based on SLAs.
✓ Experienced with closing of assigned tickets on time.
✓ Configuration and troubleshooting of POP, IMAP, Office 365 Outlook
includes import and Export/move mails between Folders/OST/PST files.
✓ Perform Installation and configuration of Networking devices such as
CISCO routers, TPLINK routers, DLINK routers.
✓ Configuring laptops, Printers, Scanner, e-mail account for new joiners
staff.
✓ Performs backup and disk imaging by cloning using Macrium
reflect/Acronis image tool.
✓ Installation and configuration of various access points.
✓ Licensing & updating of all softwares used in company.
✓ Mapping & sharing of files, folders for users.

Company industry:
Telecommunications
Job role:
Information Technology

IT Admin

January 2020 - June 2020

NetHome Education Systems

Peshawar, Pakistan

January 2020 - June 2020

✓ Monitor, update, and maintenance of School management software
System.
✓ Update and maintain the websites and web portal for students, teachers,
and admin.
✓ Monitoring and maintenance of students online attendance entry.
✓ Acted as the first point of contact for all IT & technical queries.
✓ Responsible for diagnosing & resolving hardware, software issues with
teaching and non-teaching staff.
✓ Implemented networking for Computer Lab and configured the systems.
✓ Classroom Support - maintenance of interactive smartboards, projectors,
speakers etc.
✓ Implementation of group policy for classroom computer systems and
computer lab systems
✓ Installed and configured Epson projector display system for Conference
room, meeting room, Auditorium and other areas as per requirement of
institution.

Company industry:
Higher Education
Job role:
Administration

Education

BSIT

January 2020

January 2020

Bachelor's degree, Information Technology

Pakistan

Skills

ENDPOINT MANAGEMENT
Intermediate
ENDPOINT MANAGEMENT
Intermediate
ACTIVE DIRECTORY
Intermediate
ACTIVE DIRECTORY
Intermediate
COMPUTER NETWORKS
Intermediate
COMPUTER NETWORKS
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
MICROSOFT 365
Intermediate
MICROSOFT 365
Intermediate
MICROSOFT AZURE
Intermediate
MICROSOFT AZURE
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROFESSIONAL NETWORKING
Intermediate
PROFESSIONAL NETWORKING
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate

Languages

English

Beginner

Hindi

Beginner

Training and Certifications

Certifications
EWMS (Electronic Work Management System)
SAP ARIBA & FIELDGLASS (SOW
CCTV Installation and Network Configuration Training
System
Cybersecurity
Nexthink IT Support Associate
CCNA (Cisco Certified Network Associate)
Microsoft Certified Azure Administrator Associate (AZ-104)
Microsoft 365 Certified Endpoint Administrator Associate (MD-102)
ITIL Foundation Version 5