Ali Ibraheem

Provide support for systems like Okta IAM, G Suite, Azure, Office 365, Cisco AMP/Umbrella, CrowdStrike, Desktop Central, ServiceNow, Coupa, Jamf, Atlassian (Jira, Confluence), Slack, Zoom, and Cisco Meraki. Troubleshoot complex issues (authentication, provisioning, SSO, deployment, patching, security). Ensure system performance, collaborate with teams to resolve issues, test new systems, and improve support processes for a seamless user experience.

Experienced in managing SAP Solution Manager (ITIL-aligned). Skilled in Active Directory maintenance, troubleshooting (user/computer profiles, GPOs), and network equipment. Expertise in LAN/WAN, VPNs, Office Suite 2019, Windows 10, and refinery IT support. Proficient in application deployment via SCCM, Matrix42 ITSM, and mobile device management (MDM, SafeNet MobilePASS, Crestron). Also experienced in security (Kaspersky), unified communications (CUCM, Cisco Jabber), and monitoring (MAF ICIM)

Troubleshooting problems accurately on Windows and Macintosh platform related to JRE (Java run-time environment), have grace to work under pressure and possess a patient attitude to deal with a variety of situations and personalities from all over the world. Work irregular hours, listen attentively, speak calmly and document user problems comprehensively. Help end users with complex software and hardware applications. *Project was managed by Oracle Inc*

Monitoring of all LDI POPs and co-ordination with the Site Engineers at different regions to resolve problems using Solarwind, Netnumen U31and MRTG. Monitoring and maintenance of PSTN network including Cisco routers, Cisco switches, Genband SBC (VoIP device), ZTE media gateways, ZTE Soft-switch, N-SOFT Switch (Billing Server), RADIUS and ROS (Mikrotik as Network Access Server). Routinely worked with Tier 3 agents and engineers to troubleshoot and resolve emerging issues.

Maintaining Optical Fiber Network (containing different equipment's like ZXMP S390, ZXMP M800 and ZXMP S385 with their respective features deployed by ZTE) through NMS like NetNumen U31. Also taking active part in future planning of networks, link capacity analysis, material management of BOQ's and Optical fiber planning in terms of STM capacity. Also taking active part in future planning of networks, link capacity analysis, material management of BOQ's and Optical fiber planning in terms of STM capacity.

Specialization in Distributed Systems and Networks