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Yousif Eltjani Mohammed Omer, Technical Support Associate

Yousif Eltjani Mohammed Omer

Technical Support Associate·Durra Solutions

United Arab Emirates

Higher diploma, Computer And Communications Engineering

Work experience

Total years of experience: 10 years, 2 months

Technical Support Associate

January 2023 - January 2024

Durra Solutions

Ajman, United Arab Emirates

January 2023 - January 2024

• Infrastructure Deployment: Spearheaded the design and deployment of multi-site IT infrastructure, expertly configuring managed switches, routers, and secure LAN/WAN networks for optimal connectivity.
• Cloud Administration: Oversaw Microsoft 365 tenant management, enhancing user experience by streamlining access to Exchange Online, Teams, and SharePoint, resulting in a significant reduction in identity-related access tickets.
• Security & Access Control: Implemented and maintained robust enterprise-grade CCTV surveillance and IP-based access control systems, ensuring a secure environment and precise network security measures.
• Technical Support: Provided exceptional technical support, troubleshooting hardware and software issues, and enhancing user satisfaction through effective communication and problem-solving skills.
Company industry:
Telecommunications
Job role:
Information Technology

Independent IT Consultant / Freelance Technical Support

January 2018 - January 2022

other

Abu Dhabi, United Arab Emirates •Hybrid

January 2018 - January 2022

• Delivered exceptional technical support and network troubleshooting for SMEs and private clients, enhancing operational efficiency.
• Executed remote deployment of software and OS installations, ensuring seamless integration and minimal downtime.
• Configured and optimized secure home and office networks, improving security and connectivity for users.
• Developed tailored IT solutions that addressed specific client needs, resulting in increased client satisfaction and retention.
• Collaborated with clients to assess their IT requirements, providing strategic recommendations that aligned with their business goals.
• Maintained up-to-date knowledge of emerging technologies to implement best practices in IT administration and support.
Company industry:
IT Services

Support Services Technician

January 2017 - January 2018

Ministry of Interior

Khartoum, Sudan •Hybrid

January 2017 - January 2018

• Technical Support: Delivered expert-level technical assistance to over 500 users, effectively resolving intricate hardware, software, and connectivity issues in a government setting.
• User Management: Oversaw user account creation, access rights, and security policy automation through Active Directory and Group Policy Objects, ensuring compliance and security for all end-users.
• Root Cause Analysis: Executed comprehensive analyses of persistent infrastructure challenges, achieving a significant 70% reduction in recurring incidents and enhancing overall system reliability.
• Asset Management: Monitored and maintained IT assets, ensuring optimal performance and availability while supporting organizational efficiency.
• Collaboration: Worked closely with cross-functional teams to implement IT solutions that align with business objectives and improve user experience.
Company industry:
Public Administration
Job role:
Maintenance, Repair, and Technician

Technical Support Engineer

January 2016 - January 2018

Ministry Of Interior -passport Departmen

Khartoum, Sudan

January 2016 - January 2018

• Delivered robust IT support to end-users, enhancing their experience through proactive troubleshooting and user training.
• Partnered with remote clients to streamline hardware and software installation processes, resulting in improved operational efficiency.
• Analyzed complex technical issues to identify root causes, implementing strategic solutions that reduced the frequency of incidents.
• Fostered strong client relationships through clear communication and support, ensuring high satisfaction and loyalty.
• Developed documentation and training materials to empower users, contributing to a more self-sufficient workforce.
• Assisted in the management of IT infrastructure, ensuring optimal performance and availability of systems.
Company industry:
Public Administration
Job role:
Maintenance, Repair, and Technician

Technical Support Engineer

January 2016 - January 2018

Ministry Of Interior -passport Department

Khartoum, Sudan

January 2016 - January 2018

• Delivered exceptional technical support, significantly improving user experience and facilitating efficient troubleshooting for clients.
• Spearheaded the deployment and configuration of hardware and software solutions for remote users, resulting in increased operational efficiency and heightened user satisfaction.
• Performed comprehensive analysis of system issues to identify root causes, implementing targeted solutions that improved system reliability and minimized downtime.
• Partnered with cross-functional teams to streamline IT processes, fostering collaboration and enhancing overall productivity.
• Developed and maintained documentation for IT procedures, contributing to knowledge sharing and operational continuity.
• Monitored system performance and security, proactively addressing potential issues to ensure optimal functionality.
Company industry:
Public Administration

Junior Technical Assistant

January 2014 - January 2017

Ministry of Education

Khartoum Bahri, Sudan •Hybrid

January 2014 - January 2017

• Revamped and managed technical inventory and computer labs, ensuring optimal performance for 50+ local workstations.
• Enhanced operational efficiency by automating OS deployments and software updates through configuration templates.
• Collaborated with educational staff to identify and resolve technical issues, improving user satisfaction and minimizing downtime.
• Implemented best practices for IT asset management, contributing to a more organized and efficient workflow.
• Developed documentation and training materials to support end-users, fostering a better understanding of technology resources.
• Actively participated in IT projects, demonstrating strong problem-solving skills and a commitment to continuous improvement.
Company industry:
Primary, Prep, & Secondary School
Job role:
Engineering

IT Technician

June 2013 - January 2015

Ministry of Education

Khartoum, Sudan

June 2013 - January 2015

• Established robust communication pathways between IT and end-users, enhancing collaboration and improving overall problem resolution efficiency.
• Optimized network performance through strategic configuration changes and consistent updates, ensuring seamless operational continuity.
• Minimized system downtime by implementing proactive monitoring techniques, swiftly diagnosing and addressing issues to prevent user disruption.
• Enhanced user satisfaction by providing exceptional technical support, leading to increased engagement and positive feedback from end-users.
• Developed documentation and training materials to empower users, fostering a self-sufficient environment that promotes IT literacy across the organization.
Company industry:
Primary, Prep, & Secondary School

IT Technician

January 2013 - January 2015

Ministry Of Education

Khartoum, Sudan

January 2013 - January 2015

• Optimized network configurations and implemented essential updates, resulting in enhanced system performance and seamless user connectivity.
• Minimized system downtime by proactively monitoring and swiftly resolving technical issues, ensuring reliable IT operations.
• Elevated user satisfaction through comprehensive troubleshooting support and effective resolution of hardware and software challenges, significantly boosting service delivery.
• Developed strong technical skills and knowledge in IT systems management, preparing for a transition to an IT Administrator role.
• Collaborated with cross-functional teams to implement IT solutions that align with organizational goals, fostering a culture of continuous improvement.
Company industry:
Primary, Prep, & Secondary School

Education

White Nile University

June 2018

June 2018

Higher diploma, Computer And Communications Engineering

Sudan

GPA (rating): Very good

GPA (rating): Very good

White Nile University

July 2017

July 2017

Bachelor's degree, Bachelor of Science: Information Technology

Sudan

White Nile University

January 2017

January 2017

Bachelor's degree, Information Technology

Sudan

Skills

Maintenance

Expert

Data Entry

Expert

Artistry

Expert

Security

Expert

Networks

Expert

MICROSOFT OFFICE

Intermediate

COMPUTER HARDWARE

Intermediate

COMPLIANCE MANAGEMENT

Intermediate

CLOSED-CIRCUIT TELEVISION SYSTEMS (CCTV)

Expert

TROUBLESHOOTING (PROBLEM SOLVING)

Expert

INNOVATION

Intermediate

CLOSED CIRCUIT TELEVISION SYSTEMS CCTV

Intermediate

ELECTRONICS

Expert

VIRTUALIZATION

Intermediate

Customer Service

Expert

Installation

Expert

IT Technical Support

Expert

System Administration

Expert

Active Directory

Expert

Backup

Expert

Windows Server

Expert

Administration

Intermediate

Oracle

Intermediate

NETWORKING CABLES

Expert

USER EXPERIENCE

Expert

APPLE SOFTWARE UPDATE

Expert

COMPUTER UPGRADES

Expert

NETWORK TROUBLESHOOTING

Expert

Maintenance

Expert

Data Entry

Expert

Artistry

Expert

Security

Expert

Networks

Expert

ACCESS CONTROLS

Intermediate

INFORMATION TECHNOLOGY

Intermediate

LOCAL AREA NETWORKS

Intermediate

MICROSOFT 365

Intermediate

MICROSOFT AZURE

Intermediate

MICROSOFT CERTIFIED PROFESSIONAL

Intermediate

MICROSOFT WINDOWS

Intermediate

PROFESSIONAL NETWORKING

Intermediate

PUBLIC RELATIONS

Intermediate

COMPUTER NETWORKS

Intermediate

INFRASTRUCTURE MANAGEMENT

Intermediate

OPERATIONS

Intermediate

SYSTEMS ENGINEERING

Intermediate

TECHNICAL SUPPORT

Intermediate

Languages

English

Expert

Arabic

Native Speaker

Training and Certifications

Certifications
Security, Compliance, and Identity Fundamentals (SC-900)
Azure Fundamentals (AZ-900)
Security Operations Analyst (SC-200)
Azure Fundamentals (AZ-900)
Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
Microsoft Certified: SC-900
Microsoft
Sep 2025
Microsoft Certified: AZ-900
Microsoft
Jan 2026
Training
Ccna router and switch
Network plus
Aug 2023

Hobbies and interests

Marketing.
Technology
Innovation
Driving
Computer Programming