Adham Rafeek

Provided L1 & L2 remote support for IT infrastructure, managing customer queries via ticketing tools, emails, and calls. Troubleshot and resolved issues across Windows Servers, Exchange, Active Directory, SQL, VMware, Hyper-V, and Office 365. Managed data center operations, including virtualization, storage, and backups using Commvault, Veeam, and Veritas.

Maintained and managed the Azure platform, including capacity, cost, EntraID, and InTune. Managed Azure security services such as SIEM, Microsoft Defender, Azure firewall, and Network Security Groups. Administered Office 365, including SharePoint, Exchange, and licensing, and worked on PABX VoIP system migrations.

Deployed and managed Windows servers (2003-2012), SQL server, IIS, and network peripherals. Administered Active Directory, SharePoint Online, and OneDrive for Business. Managed Hyper-V and VMware environments, centralized Antivirus, End-Point Security, Data backup & archiving, and disaster recovery.

Served as the primary point of contact for end-users, analyzing and resolving issues. Maintained high login efficiency and updated work logs following shift/escalation processes. Administered incident management on the ServiceNow platform and provided remote support using BeyondTrust and TeamViewer.

Managed backups and tape rotation, diagnosing and resolving technical issues. Provided desktop and server support, including MS Server/Desktops and MS Exchange maintenance. Set up and configured new laptops/desktops, installed authorized software, and ensured security updates were applied.

Restored non-working computers and performed troubleshooting. Handled ESET Antivirus using ESET remote administrator and managed network planning, implementation, and configuration. Installed and troubleshot POS machines, printers, print servers, and configured WIFI routers and CCTV/IP cameras.

Pursued advanced studies in Information Technology, focusing on key concepts and applications. Gained expertise in relevant IT domains through coursework and projects.

Completed a Bachelor's degree specializing in Computer Networks. Studied fundamental networking principles, protocols, and system design.

Obtained a Higher National Diploma focusing on IT Networking. Developed practical skills in network configuration, maintenance, and troubleshooting.

Completed a certificate program focused on Access Programming. Gained foundational skills in database programming using Microsoft Access.