Open to opportunities

Anas Elhwary

@anaselhwary

Message

I resolve enterprise IT incidents across Windows, Linux, networks, and Active Directory.

Egypt

Message

What I'm looking for

I'm looking for an IT support or systems-focused role where I can resolve enterprise incidents, administer Active Directory and network services, strengthen documentation and SLA workflows, and continue building cybersecurity and infrastructure skills.

At Sutherland, I manage escalated L1/L2 support for international enterprise clients, resolving 45+ daily incidents while maintaining a 98% first-contact resolution rate. I investigate endpoint, operating system, software, network, and VPN authentication issues across US shifts.

I administer Active Directory accounts, permissions, security policies, domain joins, password resets, and remote access. I've also reduced average ticket resolution time by 25% through 15+ internal knowledge-base articles and escalation workflows.

I built an automated virtualized enterprise infrastructure and security lab with VMware Workstation, Docker, Active Directory, DHCP, DNS, GPOs, Wireshark, and Nmap to model production environments and resolve simulated network issues.

Experience

Work history, roles, and key accomplishments

Current

IT Help Desk L1 / L2 Support Specialist

Current

Sutherland

Feb 2026 - Present (6 months)

Managed escalated L1/L2 technical support tickets for international clients, resolving 45+ daily incidents with a 98% First Contact Resolution rate. Administered Active Directory user accounts and security policies, and streamlined incident handoffs by creating 15+ internal knowledge base articles.