Mahmoud Jafar Mahmoud Mustafa IT Infrastructure Engineer & IT Helpdesk Lead
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I believe in proactive support providing not just answers, but the context needed to improve the quality of learning. I am passionate about building knowledge bases and democratizing information for those eager to explore new technologies. In my leadership role, I view knowledge as our most valuable asset; it isn't just about what you know, but how much you are willing to share. My focus is on purposeful growth. leveraging new skills to navigate evolving tech paths and achieve long-term strategic goals.
I view continuous learning as a strategic tool, essential for choosing the right path in a rapidly evolving IT environment.

Subjects

  • IT Infrastructure & Systems Intermediate-Expert

Experience

  • Global IT Infrastructure Engineer & IT Helpdesk Lead (Jan, 2022–Present) at CFI Global Management
    • System Administration: Installing, configuring, and maintaining operating systems (Windows Server, Linux) and virtual environments (VMware, Hyper-V).

    • Network Management: Managing switches, routers, firewalls, and VPNs. Ensuring network connectivity, VLAN configuration, and bandwidth monitoring.

    • Security & Compliance: Implementing security policies, managing antivirus/EDR solutions, patching servers, and conducting vulnerability scans.

    • Backup & Disaster Recovery: Managing backup routines (Veeam, Datto) and regularly testing disaster recovery plans to ensure business continuity.

    • Automation: Writing scripts (PowerShell, Python, Bash) to automate repetitive tasks and streamline deployments

    • Team Leadership: Supervising Tier 1 and Tier 2 technicians, creating shift schedules, and conducting performance reviews.
    • Ticket Management: Monitoring the ticketing system (Jira Service Desk, ServiceNow, Freshservice) to ensure tickets are assigned, updated, and resolved within the Service Level Agreement (SLA).
    • Escalation Point: Handling "VIP" support requests or complex technical issues that junior staff cannot resolve.
    • Asset Management: Tracking hardware inventory (laptops, mobiles) and software licenses. Managing the onboarding (setup) and offboarding (recovery) of user equipment.
    • Process Improvement: creating and maintaining the Knowledge Base (documentation) to help users help themselves and speed up ticket resolution.
    • Vendor Communication: Acting as the liaison with internet service providers, hardware vendors (Dell, HP), and software support teams.

Education

  • Software Engineering (May, 2018–Jan, 2021) from Hashemite university

Fee details

    JD20–50/hour (US$28.17–70.42/hour)

    Depends on what major or request need to be teaches

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