Adan Abbas

I’m a results-driven Systems & Infrastructure Engineer with 4+ years of experience supporting enterprise IT environments for 1,000+ users across remote and hybrid workplaces. I focus on improving uptime, security posture, and end-user outcomes through dependable, SLA-driven service delivery.

In my current role, I resolve 85+ weekly incidents and service requests across Windows, Microsoft 365, VPN, Azure Virtual Desktop/RDS, and network infrastructure while maintaining 98% SLA compliance. I administer Microsoft 365 and Entra ID (Exchange Online, Teams, SharePoint, MFA, and Conditional Access) and investigate phishing, malware, suspicious logins, and account compromise—reducing recurring security issues by 15%.

Previously, I supported 500+ tickets monthly and delivered L1/L2 support across Windows, macOS, Linux, Microsoft 365, hardware/software, and access-related issues—helping reduce average resolution time by 30%. I also improved ticket triage by 20% through AI-assisted workflows and automation.

I build practical automation and infrastructure improvements through projects like deploying ManageEngine Endpoint Central for 1,000–2,000 endpoints, creating device setup & compliance automations that reduce setup time by 60–75%, and implementing an Asterisk VoIP communications server supporting 24 phones, 500 accounts, and multiple caller IDs—cutting telecom costs by 30%.