Summary
Overview
Work history
Education
Skills
Languages
Personal Information
Timeline
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Moaid Ezzeldin Hassan

Summary

Experienced IT professional with a strong background in managing and supporting complex IT infrastructures. Proficient in Active Directory, Microsoft 365 Admin Center, and various network technologies including LANs, WLANs, and WANs. Demonstrates expertise in Cisco routers and switches, Windows Server environments, and remote customer support. Skilled in software installation, upgrades, and IT equipment procurement. Committed to enhancing organisational efficiency through effective mobile device management and backup solutions.

Overview

7
7
years of professional experience
2018
2018
years of post-secondary education

Work history

IT Support Engineer

Acwapower
12.2022 - 07.2025
  • Provide Level 2 technical support for end-users across laptops, desktops, mobile devices, printers, and other peripherals using ServiceNow.
  • Manage user lifecycle operations including onboarding, offboarding, and access control through Active Directory and Microsoft 365 Admin Center.
  • Configure, deploy, and manage devices using Microsoft Intune, enforcing compliance policies and application deployment.
  • Support and maintain Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
  • Administer security platforms including Trellix, Netskope, and NinjaOne to ensure endpoint protection and monitoring.
  • Provide AV and meeting room support using Cisco Meeting Room Portal, WebEx, and Microsoft Teams.
  • Oversee IT asset inventory management and ensure compliance with disposal and reallocation policies.
  • Support secure collaboration and data management using platforms like Egnyte and Druva for file sharing and cloud backup.
  • Collaborate with global and regional IT teams to execute system rollouts, migrations, and infrastructure improvements.
  • Document technical processes and maintain up-to-date knowledge bases for internal reference.
  • Troubleshoot and support Windows Server (2012/2016/2019) and client systems (Windows 7/10/11).
  • Assist in managing network infrastructure, including configuration and troubleshooting of LAN, WLAN, and WAN environments.

Information technology Help desk

Zain Telcom company
01.2020 - 09.2021
  • Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems (e.g., ServiceNow).
  • Provide prompt and accurate support for hardware, software, and network-related issues on desktops, laptops, mobile devices, printers, and peripherals.
  • Diagnose and resolve technical problems using remote support tools and provide walkthrough assistance when necessary.
  • Create, manage, and escalate support tickets ensuring timely resolution in accordance with SLAs.
  • Install, configure, and troubleshoot Windows and macOS operating systems and commonly used applications including Microsoft Office 365.
  • Set up new users, reset passwords, and manage accounts via Active Directory and Microsoft 365 Admin Center.
  • Support email configuration, connectivity, and access issues on various devices and platforms.
  • Maintain IT asset inventory records and ensure accurate tracking of devices and accessories.
  • Assist in onboarding and offboarding processes including setting up user accounts, email access, and hardware preparation.
  • Document troubleshooting steps and resolutions to build a knowledge base for common issues.
  • Collaborate with L2/L3 support teams for issues that require deeper technical intervention.

IT Technition

Sudani Telcom company
01.2019 - 09.2019
  • Provide first-line technical support for hardware, software, and network issues across desktops, laptops, mobile devices, and printers.
  • Install, configure, maintain, and troubleshoot operating systems and applications (Windows 7/10/11, Microsoft Office, etc.).
  • Perform routine maintenance tasks such as system updates, patching, virus scans, and system backups.
  • Manage user accounts, passwords, and access rights in Active Directory and Office 365.
  • Set up and maintain workstations, including imaging, deployment, and hardware upgrades.
  • Support video conferencing and AV equipment in meeting rooms (e.g., Cisco Room Kits, WebEx, Teams).
  • Maintain IT asset inventory, log equipment movement, and ensure proper tracking and documentation.
  • Assist in onboarding/offboarding processes: configuring accounts, assigning hardware, and ensuring data security.
  • Provide remote support using tools such as TeamViewer, AnyDesk, or Microsoft Intune.
  • Collaborate with senior IT staff on system upgrades, migrations, and rollouts.
  • Escalate unresolved issues to appropriate technical teams and follow through to resolution.
  • Maintain clear documentation and update knowledge bases as needed.
  • Ensure compliance with organizational IT policies and security standards.
  • Repair and Maintenance of desktops, Printers, servers, laptops, Cisco Routers, switches and all networking components and peripherals.

Education

Higher Diploma of Electronic Engineer -

Omdurman Islamic University

CCNA Cisco Certified Network Associate Course - undefined

Telecommunications Academy

Designing, installing, configuration and implementation of CCTV - undefined

Essential computer skill - undefined

Sudan University of science and technology

Skills

  • Active Directory
  • Microsoft 365 Admin Center
  • Egnyte
  • Druva
  • Trellix
  • Netskope
  • NinjaOne
  • Cisco Room Kits
  • WebEx
  • Teams
  • LANs
  • WLANs
  • WANs
  • Cisco routers
  • Cisco switches
  • Windows Server 2012
  • Windows Server 2016
  • Windows Server 2019
  • Windows 7
  • Windows 10
  • Windows 11
  • ServiceNow
  • PC building
  • PC upgrading
  • PC customization
  • Laptop building
  • Laptop upgrading
  • Laptop customization
  • Server building
  • Server upgrading
  • Server customization
  • Mobile device support
  • Remote customer support
  • Network topology familiarity
  • Knowledge of vpn setup
  • Software installation and upgrades
  • Desktop support proficiency
  • IT equipment procurement
  • Mobile device management
  • Windows Server [Number], [Number]
  • Office 365
  • Teamviewer
  • Backup tools

Languages

Arabic
English

Personal Information

  • Title: IT Support Engineer | Microsoft 365 | Intune | Cybersecurity & Endpoint Management
  • Date of birth: 06/07/98
  • Nationality: Sudan
  • Marital status: Single

Timeline

IT Support Engineer

Acwapower
12.2022 - 07.2025

Information technology Help desk

Zain Telcom company
01.2020 - 09.2021

IT Technition

Sudani Telcom company
01.2019 - 09.2019

CCNA Cisco Certified Network Associate Course - undefined

Telecommunications Academy

Designing, installing, configuration and implementation of CCTV - undefined

Essential computer skill - undefined

Sudan University of science and technology

Higher Diploma of Electronic Engineer -

Omdurman Islamic University

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Moaid Ezzeldin Hassan