Usman Khalil

• Results-driven Senior IT Support Engineer with over 16 years of experience in enhancing IT infrastructure, streamlining technical operations, and delivering world-class end-user support. Expert at resolving complex technical challenges to ensure optimal system performance and reliability. Serves as a trusted advisor to management and staff, translating complex technical concepts into actionable business solutions.

• IT Operation & Support Specialist

  NEOM (Jan/2025 – Aug/2025), Riyadh

  • Investigated, troubleshot, and resolved daily issues related to workstations, peripherals, phones, mobile devices, operating systems, and applications.
  • Supervised end-to-end IT support operations, ensuring timely resolution of user tickets and incidents while enhancing SLA adherence and service quality.
  • Collaborated with hiring managers to order hardware and software for new employees and set up new workstations in timely manner.
  • Maintained the integrity of the hardware asset in ServiceNow, ensuring all configuration items (CIs) were accurately tracked with relevant data.
  • Executed successful Hyper-V installations, including network and storage configuration for virtualized workloads.
  • Coordinated the strategic deployment and cross-site implementation of Microsoft Intune and AutoPilot, enabling streamlined, secure device provisioning and centralized endpoint management.
  • Used PowerShell scripts to collect device hardware hashes and serial numbers, structuring the output into a multi-column

  CSV file for bulk device import into Microsoft Intune for Windows Autopilot enrollment.

  • Assisted in the creation of basic Power BI dashboards and reports to visualize key IT operational data. 

EDUCATION

✓ B.Sc. (Computer Science) University of Karachi ✓ Master of Computer Science, University of Karachi