Amjad Khan Mohammed
Riyadh
Summary
Dynamic IT Infrastructure Lead with extensive experience at Leejam Sports Company, excelling in advanced OS troubleshooting and incident management. Proven track record in enhancing service desk operations and mentoring teams, while implementing ITIL practices. Expertise in firewall configuration and network infrastructure, driving performance improvements and achieving SLA compliance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Infrastructure & Service Desk Lead / SME
Leejam Sports Company
Riyadh
07.2023 - Current
- Acted as escalation point and SME for L1/L2 teams handling complex issues in AD, O365, VPN, DNS, and OS support.
- Provided subject matter expertise for incident resolution, RCA analysis, and root cause documentation.
- Supported and maintained Fortinet firewall infrastructure across 215+ branches using SD-WAN, FortiEMS, FortiManager, and FortiAnalyzer.
- Implemented and maintained OS updates, security patching, and configuration standards for Windows environments.
- Mentored team members on ITSM processes, advanced troubleshooting, and ticket handling best practices.
- Troubleshot complex OS issues (Windows/macOS) and network connectivity faults using OpManager and NetFlow.
- Provided remote support for VPN access and secure connectivity using multi-factor authentication and endpoint tools.
- Created internal SOPs and troubleshooting documentation, improving first-call resolution rates.
- Generated performance reports and dashboards using OpManager to support decision-making and KPI tracking.
Senior Network & Service Desk Support Engineer
Nour Communications
Riyadh
04.2020 - 07.2023
- Provided SME-level support for escalated incidents involving OS-level issues, DNS failures, and VPN access problems.
- Worked on FortiGate, Palo Alto, and Cisco ASA firewalls and resolved complex network issues affecting service desk users.
- Implemented ITIL-based practices in incident tracking, escalation handling, and RCA documentation.
- Managed AD accounts, security groups, GPOs, and coordinated OS image deployment.
- Configured and maintained core network devices including Cisco routers/switches, Nexus, and ASR platforms.
- Troubleshot network outages and BGP routing issues, and coordinated with ISPs to resolve escalated WAN issues.
- Used ServiceDesk Plus to log, manage, and resolve tickets, ensuring SLA compliance.
- Supported and trained junior engineers and L1 staff on troubleshooting processes and ITSM workflows.
Network & IT Support Engineer
Al-Yamama Company / Wipro Arabia Ltd. – Princess Noura University
Riyadh
06.2013 - 03.2020
- Managed day-to-day support for a university-wide IT infrastructure with 4000 switches, 14,000 APs, and 78,000 IP phones.
- Troubleshot hardware/software issues, OS malfunctions, and performed OS patching/upgrades.
- Designed and managed wireless coverage using AirMagnet and Cisco WCS.
- Supported users on VPN setup, password resets, remote desktop, and basic app troubleshooting.
- Documented repeat issues and prepared internal FAQs for common troubleshooting paths.
IT Support & Network Engineer
Wipro Arabia Ltd. – Landmark Group
Eastern Province
10.2012 - 06.2013
- Provided IT support for retail branches including router/switch setup, OS installation, and application troubleshooting.
- Troubleshot network drops, DHCP issues, and printer sharing across Windows-based systems.
- Worked closely with service desk to resolve escalations and guided remote users through resolution steps.
Education
Bachelor of Technology - Computer Science & Engineering
Jawaharlal Nehru Technological University
Hyderabad, India01.2008
Skills
- Service Desk Operations & Leadership
- Windows Support
- Linux Support
- MacOS Support
- Advanced OS and Network Troubleshooting
- Incident Management
- Problem Management
- Change Management
- ITIL
- AD Administration
- Group Policy Administration
- Office 365 Administration
- ITSM Platforms
- ServiceDesk Plus
- Remedy
- ServiceNow
- DNS Troubleshooting
- DHCP Troubleshooting
- TCP/IP Troubleshooting
- VPN Troubleshooting
- RCA
- Performance Reporting
- Knowledge Base Documentation
- SOP Documentation
- SLA Compliance
- Escalation Handling
- Network Infrastructure
- Routers
- Switches
- Firewalls
- End User Support
- Remote Access Support
- Network troubleshooting
- Firewall configuration
Certification
- Cisco Certified Network Associate (CCNA)
- Cisco Certified Network Professional (CCNP - Routing & Switching)
- Microsoft Certified (Windows Server – In Progress)
- Certified Ethical Hacker (CEH)
- Fortinet NSE Certification
- ITIL Foundation (Familiar with framework, certification in progress)
Timeline
IT Infrastructure & Service Desk Lead / SME
Leejam Sports Company
07.2023 - Current
Senior Network & Service Desk Support Engineer
Nour Communications
04.2020 - 07.2023
Network & IT Support Engineer
Al-Yamama Company / Wipro Arabia Ltd. – Princess Noura University
06.2013 - 03.2020
IT Support & Network Engineer
Wipro Arabia Ltd. – Landmark Group
10.2012 - 06.2013
Bachelor of Technology - Computer Science & Engineering
Jawaharlal Nehru Technological University
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