Abbas M.

As a dedicated and solutions-driven IT Support Engineer, I bring hands-on expertise in delivering high-quality technical support, proactive system maintenance, and secure infrastructure management. With years of experience across Level 2 and Level 3 support roles, I have helped organizations streamline operations, enhance cybersecurity, reduce costs, and increase productivity through efficient IT practices. My core strength lies in managing hybrid environments, supporting both Windows and macOS platforms, and deploying enterprise-grade solutions that align with business goals. I thrive in dynamic settings where I can bridge the gap between technical systems and user needs—ensuring uptime, security, and seamless end-user experience. What I Do Best: Azure Active Directory & Endpoint Management: I manage users, groups, application integrations, and device compliance policies while supporting cloud-based infrastructure migration to reduce hardware dependency and costs. Apple Ecosystem Expertise: Proficient in configuring, deploying, and managing macOS systems using Apple Business Manager and MDM tools. Successfully transitioned teams from Windows to macOS for better performance and reliability. Cybersecurity & Endpoint Protection: Implemented and managed solutions including CrowdStrike, Bitdefender, SentinelOne, and Mimecast to ensure endpoints remain secure against evolving threats. Enterprise Support & System Administration: Led multiple server installations and configurations using Windows Server and VMware ESXi. Developed backup strategies with Veeam, Acronis, and Nakivo. Network & Firewall Configuration: Designed and maintained secure networks using Fortinet, SonicWall, Palo Alto firewalls, and Unifi Access Points. Created segmented VLANs to isolate critical production traffic for enhanced security. Incident Response & ITIL Compliance: Adept at ticket triaging, SLA compliance, and transparent stakeholder communication. I follow ITIL guidelines to manage incidents, implement permanent fixes, and deliver measurable improvements in IT service delivery. Key Achievements: Cyberattack Recovery: Orchestrated a full recovery of servers and data within 36 hours post-attack, securing systems with advanced threat protection solutions and infrastructure redesign. 40% Cost Reduction: Migrated servers to Azure, cutting maintenance and hardware expenses significantly. 30% Ticket Reduction: Streamlined IT operations via automation and standardization, leading to a marked drop in recurring issues and support requests. 15% Productivity Boost: Enhanced user satisfaction and productivity by replacing legacy systems with high-performance MacBooks. Optimized Data Management: Centralized file storage using SharePoint and OneDrive backups, eliminating the use of unauthorized software and improving compliance. Approach & Values: Customer-Centric Mindset: I believe IT support is more than fixing problems—it's about enabling people to do their best work. My focus is always on delivering reliable and user-friendly solutions. Adaptability: Whether it’s switching from hands-on hardware to cloud deployments, or managing cross-platform devices, I quickly adapt and drive results. Transparency & Leadership: I provide regular, clear updates to stakeholders and take ownership of projects and escalations to ensure they’re completed efficiently and professionally. Tech Stack Highlights: Azure AD, Azure Endpoint Manager, CrowdStrike, Bitdefender, SentinelOne, Mimecast, Apple Business Manager, macOS & Windows OS, Windows Server, VMware ESXi, Veeam, Acronis, Nakivo, SonicWall, Fortinet, Palo Alto, Unifi Access Points, SharePoint, OneDrive, PFsense