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.

With approximately one year of hands-on experience, I work across on-site technical support, service desk operations, and enterprise endpoint provisioning. I resolve hardware, software, network, and peripheral incidents using ServiceNow and Jira, while consistently meeting SLA targets.

My experience includes Active Directory and Entra ID user lifecycle management, Microsoft 365 administration, command-line diagnostics, network print routing, and endpoint security. I focus on ITIL service delivery, first-contact resolution, and clear knowledge base documentation.

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, CCTV, and Document Routing: CCTV Configuration, 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 Engineer

OSKION Hyderabad, India

February 2026 to Present

Resolved 10+ daily Tier-1 and basic Tier-2 incidents via ServiceNow and Jira for 200+ users, maintaining strict SLA compliance and achieving a 75% First Contact Resolution (FCR) rate.
Supported Active Directory and Entra ID user lifecycle management, including onboarding and offboarding for 40+ employees; configured Exchange mailboxes, Outlook profiles, and IMAP/POP3/SMTP connections.
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; troubleshot print spooler queues, configured Scan-to-Email (SMTP) and Scan-to-Folder (SMB), and supported corporate IP-PBX.
Supported endpoint network access by troubleshooting VLAN, TCP/IP, DNS, DHCP, and VPN faults.

IT Support Assistant (Contract)

COHANCE LIFESCIENCES Hyderabad, India

June 2025 to December 2025

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

Learning and credentials

Education and certifications

Bachelor of Engineering in Computer Science

OSMANIA UNIVERSITY Hyderabad, India

Cumulative GPA: 8.13 / 10.0

Certifications

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