عبدالشكور عبدالرحمن

• Administer and support enterprise IT infrastructure including Windows Servers, Active
Directory, Microsoft 365, endpoints, and virtualization platforms.
• Manage 2000+ endpoints using Intune, SCCM, and Autopilot for provisioning and
lifecycle management.
• Lead desktop and infrastructure support operations, ensuring SLA compliance and ITIL aligned service delivery.
• Implement endpoint security controls including BitLocker encryption, LAPS,
patch management, and access governance.
• Act as Team Lead for Desktop Support, coordinating workload distribution, mentoring
engineers, and ensuring timely issue resolution.
• Support hybrid IT environments, integrating on-prem infrastructure with cloud- based
services.
• Manage incidents, problem, and change requests through ITSM tools, ensuring accurate
documentation and root cause analysis.
• Coordinate with local and global vendors for infrastructure upgrades, licensing, hardware
lifecycle, and compliance requirements.
• Support IT infrastructure projects across planning, deployment, and transition phases.
• Develop and maintain technical documentation, SOPs, audit records, and asset management
systems.
• Deliver technical onboarding and training for new hires and onsite IT support staff.
• Proactivelyidentifyinfrastructureimprovementstoenhancesystemreliability,
performance, and security.

• Provided Level 2 infrastructure and end-user support across enterprise environments.
• Administered Windows Server, Active Directory, DNS, GPOs, Exchange, Microsoft 365,
Azure basics, VMware, and SǪL environments.
• Managed the complete IT asset lifecycle, including inventory management, budgeting
input, procurement, deployment, and decommissioning.
• Delivered after-hours and remote support for mission-critical infrastructure systems.
• Performed incident management and escalation using ITSM ServiceDesk & SCCM.
• Installed, configured, and maintained:
• Desktops, laptops, mobile devices, Scanners, LaserJet & Desktop printers
• Network printers, MFPs, POS, Barcode & RFID card printers.
• Conducted preventive maintenance, monitoring, and patching to ensure infrastructure
stability.
• Worked with vendors, contractors, and internal stakeholders to maintain service
continuity.
• Identified and implemented process and infrastructure improvements to enhance
operational efficiency.
• Scraping old IT Assets - Coordinated the secure, certified disposal of over 1500+ obsolete
IT assets in compliance with UAE environmental regulations and data protection laws.
• Assisted in cloud migration or Microsoft 365 setup activities.
• Supported CCTV, access control, or security system integration.
• Provided after-hours support for critical system maintenance.

• Administered end-user systems and supported core IT infrastructure services.
• Provided advanced troubleshooting of hardware, OS, and application issues.
• Managed warranty and non-warranty hardware repairs.
• Executed moves, add, changes, and infrastructure upgrades.
• Installed and configured PCs, laptops, printers, scanners, and peripheral
equipment.
• Supported LAN/WAN connectivity, IP-PBX systems, wireless access points, and
network devices.
• Performed routine maintenance including backups, patching, updates, and
preventive checks.
• Assisted in IT procurement, vendor coordination, and hardware lifecycle
management.

• Installed and supported client-server and peer-to-peer network environments.
• Deployed and supported IBM, Compaq, and Dell systems.
• Installed and administered DOS, Novell NetWare, Windows 95/98/NT/2000.
• Troubleshot networked PCs, laptops, printers, scanners, and peripherals.
• On-site Support: Responding to client service requests, offering desk-side support.

• Assembled PCs and installed operating systems and enterprise applications.
• Designed, implemented, and maintained local area networks (LANs).
• Supported Windows NT servers, workstations, and peripheral devices.
• Performed hardware and software upgrades and troubleshooting.
• Preventive Annual Maintenance Contract (AMC) with Home/Office user support