IT Support Specialist Dubai, UAE

Kazi Omer

IT Support Specialist

My work covers service desk support, device setup, user accounts, and network troubleshooting. I focus on clear communication and practical fixes, whether I’m helping one person or supporting a wider team.

+971 54 149 1702 kaziomersdf@gmail.com LinkedIn

A little about my work

Good support starts with listening.

For about a year, I have worked in on-site support, service desk operations, and endpoint setup. I troubleshoot hardware, software, network, and peripheral issues, and support users through ServiceNow and Jira.

I also work with Active Directory, Microsoft 365, command-line diagnostics, network printing, and endpoint security. I aim to follow ITIL service practices, meet service targets, resolve issues at first contact where possible, and leave clear notes for the next person.

The day-to-day

What I support

Service Desk and ITSM: ServiceNow, Jira Service Desk, ITIL Workflows, SLA Compliance, First Contact Resolution (FCR), Ticket Escalation, KB Authoring
Identity and Email Administration: Active Directory (AD DS), Microsoft Entra ID (Azure AD), M365 Admin Center, Exchange Online, Shared Mailboxes, Outlook Profiles, IMAP / POP3 / SMTP
Endpoint and Mobile Management: Windows 10/11, macOS, OS Imaging and Deployment, BitLocker / FileVault Encryption, Intune, Mobile Device Management (MDM), BYOD Onboarding
Network Printing and Document Routing: Centralized Print Server Management, IP Printer Configuration, Network Printer Mapping, Print Spooler Triage, Scan-to-Email (SMTP), Scan-to-Folder (SMB)
Telephony and Enterprise Voice: IP-PBX Management, VoIP Desk Phone Provisioning, Extension Routing, SIP Trunk Basics, Microsoft Teams Phone, Zoom Phone Support
Endpoint Security and Antivirus: Centralized and Standalone Antivirus Deployment, Sophos Intercept X, Kaspersky Endpoint Security, Trend Micro, Microsoft Defender XDR, Patch Management
Networking and Hardware Basics: TCP/IP, DHCP, DNS Flushing, VLAN Configuration and Tagging, Corporate VPN (Cisco / GlobalProtect), RDP, Physical Cable Tracing, Laptop Component Swaps

Where I have worked

Experience

IT Support Specialist (Intern)

OSKION Hyderabad, India

February 2026 to Present

Resolved 10+ daily Tier-1 and basic Tier-2 incidents via ServiceNow and Jira for a base of 200+ users, maintaining strict SLA compliance and achieving a solid 75% First Contact Resolution (FCR) rate.
Supported Active Directory and Entra ID user lifecycle management, executing onboarding/offboarding for 40+ employees, configured Exchange mailboxes, Outlook profiles, and legacy IMAP/POP3/SMTP protocols.
Imaged and deployed 50+ Windows/macOS workstations using golden images; enrolled new-hire mobile devices into corporate MDM for secure BYOD and enterprise Wi-Fi access.
Mapped IP printers and connected 25+ workstations to central print servers, resolved spooler queues and established Scan-to-Email (SMTP) and Scan-to-Folder (SMB) routing, Supported corporate IP-PBX.
Network Connectivity Support: Troubleshooting endpoint network access, resolving VLAN, TCP/IP, DNS, DHCP, and VPN faults

IT Support Assistant (On-Site)

COHANCE LIFESCIENCES Hyderabad, India

IT Support & Troubleshooting: Assisted with Windows endpoint maintenance, user account verification, local administrator group checks, and routine system troubleshooting under senior IT staff supervision.
IT Asset Management: Retrieved computer hostnames and BIOS serial numbers using Windows command-line utilities to support device identification and inventory tracking.
Remote Desktop Support: Used Windows Remote Desktop Connection (RDP) to access designated corporate systems and assist with remote troubleshooting.
Endpoint Maintenance: Assisted with Sophos endpoint security checks, Microsoft Teams and OneDrive session management, Windows update restarts, and system power settings.

Learning and credentials

Education and certifications

Bachelor of Engineering in Computer Science

OSMANIA UNIVERSITY Hyderabad, India

Cumulative GPA: 8.13 / 10.0

Certifications

ISC2 Certified in Cybersecurity (CC) - ISC2 (Credential ID: 2664231)
Cisco Networking Fundamentals - Cisco Systems
CompTIA Security+ - CompTIA
Microsoft Azure AI Fundamentals (AI-900) - Microsoft (Credential ID: 7BDD04EE0A82FFF8)
AI Security & Governance - Professional Certification

Contact

Need IT support on your team?

kaziomersdf@gmail.com +971 54 149 1702 Connect on LinkedIn