Muhammad Adil
GAINESVILLE
Summary
Versatile and results-driven IT professional with extensive hands-on experience in cybersecurity, networking, cloud, and system administration. Expertise in delivering high-quality technical support, resolving complex issues, and ensuring optimal system performance in dynamic, fast-paced environments. Proven ability to communicate effectively with stakeholders while managing IT operations and implementing robust security best practices. Committed to leveraging technical skills and industry knowledge to drive organizational success and enhance overall system integrity.
Overview
6
6
years of professional experience
Work History
Assistant Team Lead
DecisionPoint Corporation – CISA
11.2025 - Current
- Monitor the ticket counts of individual team members and ensure tickets are closed in a timely manner.
- Supervise the unassigned tickets and emails that have not been picked up from the email box and ticket system monitor board.
- Ensure team coverage of phone, emails, and walk-ins during business hours.
- Ensure telephone calls are not waiting on hold for excessive periods.
- Personally assist with resolutions and escalations as needed.
- Provide “White glove” support for high priority customers/leadership as required.
- Set team working hours for each team member to ensure coverage throughout each assigned shift, including coverage due to planned and unplanned staff absences.
- Reach out to customers to resolve issues noted on satisfaction surveys.
- Communicate system outages and performance issues using TOC advisories.
- Review all outage notifications and obtain approval when needed before communicating to stakeholders.
- Escalate Incidents or Service Requests that are outside the scope of team’s responsibility to the appropriate tier or support group.
- Set Agenda and Host weekly staff meetings.
- Conduct TOC weekly internal status meeting with the TOC program manager.
- Generate monthly status reports and related contract deliverables.
- Conduct interviews for prospective new employees, approve time sheets, leave requests, and expense reports.
- Conduct individual meetings with the team members monthly to review assignments and provide performance feedback.
- Address individual performance issues and work with HR throughout the performance improvement process including possible staff removal.
- Work with the TOC program manager on staff interviews, promotions and career advancement.
Sr. IT support Analyst
Caci-CISA
07.2024 - 11.2025
- Serve as the primary point of contact for CISA users seeking assistance through various channels, including phone, web chat, email, and the ticketing system.
- Exhibit professional customer service and telephone etiquette when handling inquiries and support requests.
- Apply strong written and verbal communication skills, attention to detail, analytical thinking, and a commitment to delivering high-quality customer support.
- Investigate and resolve complex technical issues escalated by junior analysts.
- Utilize remote support tools (e.g., BOMGAR) to diagnose and resolve desktop and laptop issues.
- Apply technical expertise to manage and resolve IT tasks such as onboarding/offboarding users, Active Directory account management, mapping network drives, software and hardware troubleshooting, and network diagnostics.
- Conduct incident investigations to restore services promptly, ensuring all actions are thoroughly documented within the ServiceNow platform.
- Collaborate with Government Leads, Watch Officers, and other operational teams to coordinate response efforts for high-priority incidents, following established escalation procedures.
- Perform all duties in alignment with defined Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs).
- Lead troubleshooting efforts for complex issues and coordinate with cross-functional teams to determine root causes and implement corrective actions.
- Ensure effective monitoring of systems such as and service requests to maintain maximum system uptime and service efficiency.
- Draft and disseminate incident notifications to government stakeholders and technical support teams.
- Conduct regular health checks on critical infrastructure systems.
- Document, track, and manage incidents and service requests using the ServiceNow platform.
- Escalate unresolved technical issues to Tier II/III support teams as needed.
- Participate in major incident bridge calls to assist with real-time troubleshooting and resolution efforts.
- Perform Tier I-level system administration tasks to fulfil routine service requests.
- Implement process improvements and fulfil new or ad-hoc tasks as directed by management, including report generation and procedural updates.
- Prepare and distribute reports detailing incident statuses and request fulfilment performance.
- Create and maintain documentation such as Knowledge Base articles, SOPs, work instructions, and job aids.
- Continuously cross-train with peers in systems and network administration to enhance team capabilities and service delivery.
ServiceDesk Engineer/Network Consultant Tier2/Tier3
Data Prise
09.2020 - 07.2024
- Respond to customer support requests and issues through a ticketing system (ServiceNow, Remedy, and IMS phone calls, and on-site within response time SLAs, and meet or exceed productivity metrics and CSATS targets.
- Experience in implementing, planning, and training employees.
- Review, control, start-up execution, and closeout processes and engage in process improvement activities.
- Experience supporting briefing and product development with senior management
- Training and developing a strategy that the team members can use to better reach a project’s goal.
- Assign tasks to team members.
- Determine, recognize, analyze, and effectively solve problems promptly using industry best practices and procedures.
- Handling, tracking, and ordering inventory
- Involvement in multiple projects.
- Troubleshooting and resolving various technical issues related to computer hardware, software problems, user account, and network-related issue.
- Configuring and troubleshooting issues related to the following technologies (and much more!): Windows Server, DNS, DHCP, VPN Clients, Group Policy, Folder Permissions Firewalls, VMWare servers, Printer Servers, Office 365, Azure, intunes Mac's, workstation and network connectivity issues, Exchange Server, Mac, and Microsoft Office Applications and internal company applications.
- Collaborate with a great team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed.
- Learn a ton, be faced with new challenges every day, and gain exposure to cutting-edge technologies while working with VIP Level executives
Data Center Technician
AWS (Amazon Web Services) Sterling-VA
Sterling, VA
02.2020 - 09.2020
- Installing of datacentre infrastructure, including racks installation of rails and servers at specified elevations, cabling of all servers and in\out of band network devices, patching of rack network devices to structured rack cabling from rack to core switches.
- Maintaining the infrastructure and hardware.
- Replacing broken hardware parts of the server and network switches
- Linux OS installation.
- Replacing media drives.
- Network troubleshooting.
- Analyse servers and network systems to identify and initiate repair of firmware issues.
- Entails monitoring system processes to ensure smooth operations.
Education
Bachelor of Science - Information Technology
NEC Qatar – Affiliated with Alagappa University
Doha, Qatar01-2012
Skills
- Network, Security, and Azure (In Progress ex 2026)
- Certified System Engineer – MCSE 2003
- Certified System Administrator-MCSA 2003
- MS Certified Professional
- Apple Certified Technician
- Microsoft Exchange Server 2003
- Technical Support – Micros POS, Sonic Wall, ILS (Manhattan)
- Mastery of Microsoft Office (Word, Outlook, Excel, PowerPoint, Access, FrontPage)
- Microsoft Office- All Version
- Microsoft Windows- Full command in all versions of Microsoft Windows
- Accounting Software- PEACHTREE 2005, TALLY 9, QUICKBOOK
Personal Skills
- Fluent in multiple languages
- Proven written and communication skills
- Able to present complex presentations and ideas in an easy-to-understand method
- Skilled in taking initiative by delegating tasks and motivating team players
- Accustomed to working in fast-paced and stressful environments allowing for the ability to think quickly and handle tasks quickly and successfully
- Proven ability to perform comprehensive research
Technical Summary and Certifications
- Network+, Security+, and Azure (In Progress ex. 2025)
- Certified System Engineer – MCSE 2003
- Certified System Administrator-MCSA 2003
- MS Certified Professional
- Apple Certified Technician
- Microsoft Exchange Server 2003
- Technical Support – Micros POS, Sonic Wall, ILS (Manhattan)
- Mastery of Microsoft Office (Word, Outlook, Excel, PowerPoint, Access, FrontPage)
- Microsoft Office- All Version.
- Microsoft Windows- Full command in all versions of Microsoft Windows.
- Accounting Software- PEACHTREE 2005, TALLY 9, QUICKBOOK
Timeline
Assistant Team Lead
DecisionPoint Corporation – CISA
11.2025 - Current
Sr. IT support Analyst
Caci-CISA
07.2024 - 11.2025
ServiceDesk Engineer/Network Consultant Tier2/Tier3
Data Prise
09.2020 - 07.2024
Data Center Technician
AWS (Amazon Web Services) Sterling-VA
02.2020 - 09.2020
Bachelor of Science - Information Technology
NEC Qatar – Affiliated with Alagappa University