Ahmed Suliman

Application Support Analyst and Infrastructure Support professional with 5+ years of experience supporting enterprise IT environments across ENOC/Tasjeel operations. Skilled in L2/L3 application troubleshooting, Windows Server administration, Active Directory, PowerShell automation, vendor coordination, and SLA-based incident management. Experienced in supporting business-critical vehicle inspection systems including BM Flex, MAHA, MVIS, POS systems, tablets, biometric systems, printers, scanners, and network-dependent applications.

Strong ability to act as a bridge between business users, vendors, and IT teams to restore services, perform root cause analysis, support deployments, and maintain system availability across multiple sites.

Team Lead – Infrastructure & Application Support at Omnix International – ENOC / Tasjeel Environment (2024-01 – Present)

• Officially appointed as Team Lead, responsible for managing daily infrastructure and application support activities across the assigned business environment.
• Lead the support team in handling L2/L3 escalations, ensuring timely resolution of incidents and maintaining service availability for business-critical operations.
• Support infrastructure environments including Nutanix-based systems, Windows servers, application servers, and site-level IT infrastructure.
• Coordinate server patching activities whenever updates are pushed, ensuring proper follow-up, validation, and minimal impact on business operations.
• Monitor and support internal business applications as well as onsite applications used across Tasjeel and related operational sites.
• Manage application configuration, troubleshooting, and daily support for systems used by large numbers of business users.
• Act as the main coordination point between business users, onsite teams, vendors, and internal IT teams for incident resolution and service requests.
• Handle escalated technical issues related to applications, servers, endpoints, connectivity, access, and site-level infrastructure.
• Support site commissioning activities, including IT readiness, application setup, device configuration, system access, and coordination with relevant teams.
• Raise and follow up on Change Requests for planned activities such as application updates, infrastructure changes, patching, deployments, and site requirements.
• Coordinate with system, network, database, security, and vendor teams to resolve complex technical issues affecting business operations.
• Perform daily application and infrastructure health checks to ensure systems are functioning as expected.
• Support large user groups across multiple sites, ensuring business continuity and quick response to operational issues.
• Manage incident prioritization, escalation, follow-up, and closure while ensuring SLA compliance and proper ticket documentation.
• Participate in troubleshooting application-to-infrastructure dependencies, including server services, scheduled tasks, shared paths, database connectivity, and network-related issues.
• Support onsite application deployments, upgrades, configuration changes, and validation after implementation.
• Provide technical guidance to team members and help improve troubleshooting quality and response time.
• Prepare and maintain technical documentation, SOPs, configuration notes, and support procedures for recurring issues and operational tasks.
• Coordinate with vendors for application issues, RCA requests, remote sessions, updates, and long-term fixes.
• Ensure smooth communication between technical teams and business stakeholders during outages, planned changes, commissioning, and escalated incidents.

Desktop Support Engineer at Transguard LLC Services (2022-01 – 2024-12)

• Managed daily support operations as a Team Lead, overseeing L2 and L3 support activities while ensuring timely resolution of incidents, maintaining SLA compliance, and coordinating across multiple IT teams to support business-critical systems
• Acted as a key liaison between business users and external vendors, translating technical issues into actionable solutions and ensuring proper implementation of fixes and enhancements for enterprise applications
• Led troubleshooting efforts for escalated issues involving applications, infrastructure, and hardware, performing root cause analysis and implementing long-term solutions to reduce recurring incidents
• Coordinated and supported multiple IT projects including system deployments, upgrades, and environment changes, ensuring minimal disruption to business operations and successful implementation across sites
• Managed daily support operations as Team Lead, overseeing L2/L3 support activities across multiple Tasjeel sites, ensuring timely incident resolution and SLA compliance
• Provided end-to-end troubleshooting for BM Flex application used in vehicle inspection workflows, supporting issues from end-user interface to backend system dependencies
• Diagnosed and resolved BM Flex application issues including login failures, transaction errors, device integration problems, and data processing interruptions
• Troubleshot issues across full stack layers, including application, operating system, network connectivity, and hardware components such as inspection devices and peripherals
• Supported vehicle inspection systems integration, ensuring smooth communication between BM Flex, MAHA systems, and backend databases
• Acted as a bridge between business users, vendors, and IT teams, coordinating issue resolution and ensuring proper implementation of fixes and enhancements
• Investigated and resolved hardware-related issues impacting application performance, including faulty devices, connectivity failures, and peripheral malfunctions
• Performed root cause analysis (RCA) on recurring application issues and implemented preventive measures to reduce downtime
• Led application deployments, upgrades, and patching activities, ensuring minimal disruption to business operations
• Monitored and managed incident queues, ensuring proper prioritization, escalation, and closure of tickets within SLA
• Provided technical guidance and mentoring to support team members, improving troubleshooting efficiency and service quality
• Collaborated with network and system teams to resolve complex issues related to connectivity, authentication, and infrastructure
• Supported multi-site operations, ensuring consistent application performance and availability across different locations
• Documented issues, resolutions, and procedures, contributing to knowledge base and SOP development
• Ensured business continuity by quickly restoring critical vehicle inspection services during system outages or failures

End User Support at Global Technology Services (2019-01 – 2022-12)

• Provided comprehensive L1 and L2 support for desktop environments and enterprise applications, including installation, configuration, and troubleshooting of systems, ensuring end users had reliable access to required tools and services
• Diagnosed and resolved hardware issues involving desktops, printers, and peripherals, performing component-level replacements and ensuring minimal downtime for users across multiple locations
• Supported application-related issues including installation failures, configuration errors, and performance problems, escalating complex cases to higher-level support while ensuring proper documentation and follow-up
• Configured and maintained VPN connectivity for remote users, troubleshooting network-related issues impacting access to internal systems and applications
• Installed and configured desktop systems, printers, and access control devices, ensuring proper setup and functionality aligned with business requirements
• Supported biometric systems such as ZKTeco, troubleshooting connectivity, licensing, and integration issues with backend systems
• Managed incident logging and tracking through helpdesk systems, ensuring proper escalation and documentation of unresolved issues for higher-level support teams

IT Helpdesk - End User Support at AreejSecure Trading LLC (2019-01)

• Managed IT operations and supported access control & biometric systems
• Provided support for POS systems, scanners, and enterprise devices
• Acted as POC for vendors and clients
• Maintained IT assets and ensured system availability
• Escalated unresolved or complex issues to L2/L3 support teams, providing detailed troubleshooting steps and findings to accelerate resolution
• Supported biometric and access control systems (ZKTeco), including software configuration, connectivity troubleshooting, and user enrollment issues
• Coordinated with external vendors for hardware repair, replacement, and system maintenance, ensuring minimal disruption to business operations
• Performed basic network troubleshooting, including checking IP configurations, connectivity issues, and device communication within LAN environments
• Assisted in IT asset management, maintaining accurate records of hardware inventory, system allocations, and device lifecycle tracking
• Supported POS systems, barcode scanners, and tablets, ensuring smooth operation for business transactions and daily activities
• Conducted initial diagnostics and troubleshooting for application issues before escalation, improving first-call resolution rate
• Provided user guidance and basic training on IT systems, applications, and best practices to reduce recurring issues
• Maintained documentation of common issues, resolutions, and troubleshooting procedures, contributing to knowledge base improvement
• Ensured compliance with SLA targets by prioritizing and resolving incidents efficiently within defined timelines
• Assisted users with Microsoft Office applications, email configuration (Outlook), and general IT-related queries, improving user productivity and reducing downtime
• Managed user account administration, including password resets, account unlocks, and access-related issues in line with security policies
• Logged, tracked, and updated incidents using helpdesk/ticketing systems, ensuring proper documentation, prioritization, and follow-up

Master Of Computer Application in Computer Application – University of Bangalore (2016-01 – 2018-12)

Degree of Computer Application in Computer Application – University of Bangalore (2013-01 – 2016-12)