L1/L2, M365, SLA, PowerBI, SOPs, OEMs

He is an IT Support Engineer with over 3 years of experience managing L1/L2 infrastructure and modern workplace environments in Dubai. In his current role, he oversees end-to-end user support, managing everything from laptop and desktop deployments: ensuring proper encryption, antivirus, and compliance, to handling daily Microsoft 365 queries. He takes complete ownership of the employee lifecycle from an IT perspective, coordinating smooth onboarding setups and structured offboardings with thorough asset recovery. Before his current role, he built a foundation as a Junior Systems Administrator, where he focused on service desk metrics, hardware maintenance, and vendor coordination. He regularly works with major OEMs like Lenovo, Dell, and HP to resolve hardware faults and manage warranty contracts. He is used to working within structured SLA frameworks, handling P1 through P3 incidents methodically, and serving as a reliable point of contact for local network monitoring and meeting-room technology.

2.       What skill(s) / experience would you self-describe as strongest or specialist in?

His specialization lies in M365 administration and modern endpoint management. He has direct experience managing Intune policies for mobile and desktop fleets, setting up bulk licensing, and administering SharePoint sites for internal team collaboration. He is also skilled at using cloud-based tools like PowerApps for basic process automation and Power BI to build service desk dashboards that highlight recurring ticket trends and SLA compliance. Complementing his software background is his strong hardware & ops expertise. He is comfortable monitoring local ISP internet lines, managing physical asset inventories, and following established SOPs to troubleshoot complex user issues. When incidents require advanced resolution, he communicates clearly with L3 teams and Microsoft CSP support, maintaining accurate documentation and following up consistently until the issue is fully closed.