The Journey
Traveller
Omer Abukasawi
IT Support & Network Support Specialist
IT Support & Network Support Specialist with more than six years of progressive experience in IT support, network support, IT infrastructure, and technical trou
Issued
6+ years in
Based in
Madinah, Saudi Arabia
Stops
13
Span
18 yrs
Carrying with me
IT SupportHelp DeskTier 1/2 SupportEnd-User SupportRemote SupportLAN/WANRouting and SwitchingWi-FiVLANDHCPDNSVPNNetwork MonitoringNetwork TroubleshootingWindows ServerActive DirectoryUser Account ManagementGroup Policy (GPO)Workstation DeploymentFortinetPalo AltoFirewall AdministrationNetwork SecurityAccess ControlCCTV SystemsOpera PMSPOSITIL 4ITSMSLA DeliveryAnyDeskTeamViewerCisco EnterpriseCCNPENCOR 350-401Microsoft 365 / Office 365 AdministrationBackup & Disaster RecoveryNetwork SecurityCybersecurity FundamentalsHardware & Software Installation and Maintenance
Preface
With over six years of experience in IT support, network support, and IT infrastructure, I have developed a strong foundation in troubleshooting, incident resolution, and IT service management. My expertise spans LAN/WAN, routing and switching, Wi-Fi, VLAN, DHCP, DNS, VPN, Windows Server, Active Directory, and network monitoring. I have worked in various environments, including hospitality, healthcare, and public sectors, and have delivered reliable support for mission-critical systems. I am committed to staying up-to-date with the latest technologies and best practices to provide exceptional IT support.
The Journey
Milestone
Network Infrastructure & IT Support
Designed and maintained LAN/WAN network infrastructure for multiple organizations across hospitality, healthcare, and government sectors. Configured VLANs, managed Cisco switches and routers, administered DHCP/DNS services, and deployed VPN solutions. Supported 120+ end users while maintaining network uptime and SLA compliance. Administered Fortinet and Palo Alto firewalls to enforce access controls and network security.
Cisco, VLANs, Windows Server, Active Directory
Milestone
Windows Server Administration
Administered Windows Server environments and Active Directory for 120+ users across East Nile Hospital and Al Wafi General Contracting. Managed user accounts, Group Policies (GPO), and shared resources. Monitored system performance, deployed workstations, and ensured business continuity through structured backup and disaster recovery procedures.
Windows Server, Active Directory, DNS, DHCP
The road here
Credential
2026ITIL 4 Foundation in IT Service Management
Coursera (Logical Operations)
Credential
2026Introduction to Critical Infrastructure Protection (ICIP)
OPSWAT Academy
Chapter
May 2023 — Dec 2024IT Support Technician
Samar Alaghabat Hospitality Company - Qatar
Maintained and optimized IT infrastructure and network connectivity, supporting 99.9% reliability of critical hospitality systems in alignment with ITIL practices. Provided Tier 1 and Tier 2 technical support and incident resolution for hardware, software, user access, and connectivity issues across corporate departments. Managed Fortinet and Palo Alto firewall administration to strengthen network security, access control, and data integrity. Supported Opera PMS, POS, and other mission-critical hotel IT applications to ensure uninterrupted operations.
Chapter
2021 — 2023IT Support Specialist
East Nile Hospital - Sudan
Administered Windows Server and Active Directory environments for more than 120 users, including user account management and Group Policy (GPO) administration. Enhanced network and system performance through proactive network monitoring, troubleshooting, and incident resolution. Managed daily IT infrastructure operations, including workstation deployment, hardware maintenance, and end-user support.
Credential
2021Cisco 350-401 ENCOR (Enterprise Core)
Cisco
Chapter
2016 — 2021Freelance IT Support Specialist
Self-Employed - Remote / Part-time
Delivered IT support, help desk, remote support, and infrastructure deployment services to more than 20 corporate clients while exceeding service-level agreements (SLAs). Installed and optimized LAN/WAN networks, routers, switches, Wi-Fi, VLAN, VPN, DHCP, and DNS services to improve network performance. Deployed CCTV systems, network printers, and endpoint devices, providing technical consultation and troubleshooting support.
Foundation
2016 — 2019Master of Computer Applications (MCA),
Bharathiar University, India
Chapter
2015 — 2016Customer Service Representative
Zain Telecom - Sudan
Resolved customer inquiries related to network coverage, digital services, billing, and account issues while maintaining high KPI performance. Delivered smartphone troubleshooting and customer support for mobile service issues.
Chapter
2012 — 2013IT Technician
National ID Project, Ministry of Interior - Sudan
Maintained operational software infrastructure and performed preventive and corrective maintenance for mission-critical biometric systems. Managed high-accuracy biometric data registration and verified stable server connectivity.
Foundation
2008 — 2012Bachelor of Applied Statistics,
Sudan University of Science and Technology, Sudan
Credential
Google IT Support Professional Certificate
Origin
Where it began, 2008. Every chapter since has built on this.