Abdul Ahad Nazrul Hasan Shaikh

Promoted from Technical Helpdesk Specialist to Information Technology Officer at Majid Al Futtaim in recognition of strong technical expertise and performance. Responsible for maintaining IT infrastructure, resolving complex system issues, and ensuring secure, reliable IT operations across departments.

• Administered and maintained network devices, servers, and IT systems to ensure 99%+ uptime across multiple business units.
• Provided second-level support for escalated hardware, software, and network issues, reducing downtime and improving user satisfaction.
• Managed user accounts, group policies, and access permissions via Active Directory and Microsoft 365 admin center.
• Coordinated IT onboarding/offboarding procedures including setup of workstations, accounts, and permissions.
• Implemented and maintained backup systems, disaster recovery procedures, and endpoint security solutions.
• Assisted in major IT upgrades and system migrations with zero data loss and minimal disruption.
• Monitored cybersecurity tools, performed system updates, and enforced data protection policies to ensure compliance.
• Maintained IT inventory, handled procurement, and liaised with external vendors for support and licensing.
• Documented technical procedures, system configurations, and support resolutions for future reference.
• Conducted internal IT training for staff to promote safe usage of systems and tools.

Started at Majid Al Futtaim as a Technical Helpdesk Specialist, delivering frontline IT support. Promoted to Information Technology Officer for strong performance, handling infrastructure, security, and system administration, while driving IT improvements and minimizing downtime.

• Provided first-level technical support for desktops, laptops, printers, and mobile devices through calls, emails, and remote tools.
• Logged, tracked, and closed support tickets using internal ticketing systems, maintaining SLA targets, and high-resolution rates.
• Assisted in software installations, updates, and basic network troubleshooting, including internet connectivity and shared drive issues.
• Diagnosed and resolved common Windows OS errors, driver issues, and system performance problems.
• Helped manage user accounts, password resets, and permissions via Active Directory.
• Escalated complex issues to senior IT staff, while ensuring proper documentation and follow-ups.
• Delivered excellent customer service, maintaining professionalism, and clear communication during issue resolution.
• Supported onboarding and offboarding processes, including device setup and deactivation.
• Contributed to knowledge base documentation for recurring issues and resolutions, to support faster future troubleshooting.
• Received positive feedback for minimizing downtime and ensuring high user satisfaction.