Muhammad Usman Sadiq
Cloud and Infrastructure Support Engineer
Abu Dhabi
Summary of Career
1. An ITIL, CCNA, AWS, MCSE trained and MCS qualified professional with over 10 years of rich experience in IT Server Administration, Infrastructure Management and Customer Success.
2. Expertise in maintaining networks and servers by managing product and capability roadmaps, establishing maintenance procedures, and working with systems administrators and other engineers to perform regular network maintenance.
3. Successfully developing customer relationships that promoted retention and loyalty.
4. Proficiency in providing technical support to customers with the goal to keep customers satisfied with the business’s products.
5. Skilled in the design, installation, commissioning, maintenance, management, modification and troubleshooting of Process Control Domain, Security Systems & Networks while ensuring that PCD assets perform as per business expectations
6. Successfully managing and administration of Active Directory, DNS, DHCP, File & Print Server, Exchange, and SharePoint Systems in a virtual environment with exceptional troubleshooting and emergency repairs to minimize business impact and downtime
7. Provide guidance, training, and recommendations to clients to help them achieve their security awareness programs goals.
8. Analyze client performance trends to provide opportunities for improvement and track any known or reoccurring issues.
9. Provide guidance and feedback on best practices, tips, opportunities, and/or success stories for customer lifecycle management.
10. A keen communicator with honed interpersonal, problem solving and analytical skills.
Experience as IT Support Engineer
Dubai Properties Group
03 August 2008
14 June 2015
• Imparted regular support in managing desktop/peripheral equipment; performed hardware and software maintenance operations
• Resolved infrastructure problems; managed the set-up and configuration of PC to domain and patches on the desktops; liaised in maintenance and repair of client PCs
• Installed and troubleshot various software including, MS Office, Anti-Virus, and other applications as per business needs
• Configured and troubleshot MS Outlook Client for users including archiving mails to a .PST file and managed multiple accounts within one user profile
• Assist in administration of application servers such as Active Directory, DNS, DHCP, Print Server, File Server and Backups in coordination with back-office administrators.
• Ensured updating of IT Inventory like Desktop, Servers, UPS, Hub Switches, Printers/Scanners and Spare Parts.
Experience as System Administrator
T-Horizon
01 August 2015
15 April 2019
• Managed US and UK Based clients remotely.
• Managed corporate Active Directory domain structure, Domain Controllers, replication, organizational units, disabled accounts.
• Provided L3/L2 customer support, managed email messaging quotas and system resources.
Experience as Customer Success Manager
NAXXA CONSULTING (PVT.) LIMITED
01 May 2019
31 December 2019
• Created policies and procedures to optimize customer experience.
• Provided technical support and training to the customer on the product.
• Gathered feedback from the customers to identify the best practices.
• Supervised customer success team, conducted performance evaluations, handled disciplinary actions.
• Reviewed applications, conducted interviews, processed new hire paper work, and, provided on the job training to new employees.
Matric 31 March 2000
Biology, Chemistry, PhysicsIntermediate 30 June 2002
Computing, Mathematics, UrduBachelor 30 June 2008
Journalism, SociologyMaster 31 December 2015
Computer Science