Fahd Ali

Reduced escalated ticket resolution time by 40%, significantly improving overall team efficiency and service delivery for cloud, network, and end-user systems.

Managed Microsoft 365 administration, including MFA setup and conditional access policies, to enforce best practices and ensure organizational security and compliance.

Led end-to-end implementation of Microsoft Intune security and compliance policies across all organizational endpoints, enhancing security baselines and streamlining device management.

Conducted vulnerability assessments using Tenable, identifying and mitigating over 150 security weaknesses, leading to a 30% reduction in potential vulnerabilities.

Automated patch deployment across 300+ systems using ManageEngine suite, achieving a 90% patch compliance rate and significantly reducing vulnerability exposure.

Delivered cybersecurity training sessions across departments, increasing awareness of security best practices and compliance with organizational policies.

Implemented JumpCloud-based Identity and Access Management (IdAM) and Single Sign-On (SSO) for 120 users, reducing login-related issues by 30% and enhancing organizational security.

Deployed and managed Fortigate firewall with advanced security hardening policies, integrating 5G WAN failover to achieve 99.9% internet uptime and consistent connectivity.

Led the full implementation of Snipe-IT Asset Management (ITAM) system, significantly enhancing asset tracking, operational efficiency, and procurement workflows.

Spearheaded triage and incident management, swiftly addressing and resolving technical issues to minimize downtime across diverse IT environments.

Administered and maintained systems using Azure and Google Workspace, optimizing cloud and on-premise environments for productivity and scalability.

Provided first-level support for Incident Management and conducted Root Cause Analysis (RCA) to identify and resolve recurring IT issues across Bain offices in Dubai, Doha, and Riyadh.

Automated day-to-day tasks using scripting, improving operational efficiency and reducing manual workloads.

Monitored and responded to cybersecurity alerts from SIEM, firewall, and IDS systems, effectively addressing malware, virus threats, and phishing attacks.

Administered Azure, O365, and Active Directory, managing user access, permissions, and system configurations for optimal security and efficiency.

Conducted induction and training sessions for end users on IT solutions and collaboration tools, enhancing user proficiency and adoption of new technologies.

Managed a technical support team of 6 engineers, ensuring all service deliverables were met within Service Level Agreements (SLAs) and providing regular progress updates.

Generated Business Intelligence (BI) reports and performed in-depth data analysis for management, driving continuous improvement in service quality, performance, and operational efficiency.

Led the response to security incidents, including phishing attempts and malware threats, ensuring rapid mitigation and maintaining organizational security standards.

Managed patch deployment via SCCM, proactively addressing vulnerabilities and ensuring systems remained compliant with security protocols.

Oversaw procurement and management of IT assets, ensuring alignment with organizational standards and efficient use of resources.

Created detailed support manuals and software documentation, alongside end-user training workshops, to enhance user competency and system adoption.