Hasan Alqetrani
Garden City,MI
Summary
Results-driven IT Field Engineer with 6+ years of experience supporting enterprise and MSP environments, specializing in Windows infrastructure, Active Directory, Intune, and cloud-integrated systems. Proven track record of high first-contact resolution, SLA compliance, and leading onsite projects that improve performance, reliability, and operational efficiency. Strong in network troubleshooting (VLANs, VPNs), automation with PowerShell, and producing clear technical documentation.
Overview
5
5
years of professional experience
Work History
Field Engineer
Dynamic Edge
01.2025 - 09.2025
- Delivered onsite and remote IT support for 50+ MSP clients, maintaining 98% SLA compliance across ~40 tickets per week using ServiceNow
- Achieved 90% first-contact resolution for hardware, OS, and network issues across laptops, desktops, and printers
- Configured and supported VLANs, VPNs, and Azure/AWS environments for 10+ client networks
- Led a client network upgrade project, improving network performance and reliability by ~20%
- Created and maintained detailed SOPs and technical documentation for infrastructure configurations and troubleshooting procedures.
IT Support Engineer (Contract)
TomTom
01.2024 - 12.2024
- Deployed and configured 20+ Windows 10 systems weekly, supporting a user base of 200+ employees
- Managed 500+ Active Directory user accounts, including provisioning, deprovisioning, and access control
- Collaborated with global IT teams across 3 international offices to standardize IT support processes
- Traveled to U.S. offices to deliver onsite support and ensure service consistency
- Developed and delivered software training sessions for 50+ users, increasing user proficiency by 25%
IT Deployment Technician (Contract)
Nissan Motor Co.
06.2023 - 01.2024
- Led the deployment of 500+ IT systems, including desktops, laptops, and peripherals
- Diagnosed and resolved hardware, software, and network connectivity issues during enterprise rollouts
- Automated deployment workflows using PowerShell, reducing deployment time by 30%
- Conducted QA testing, documented configurations, and provided end-user training for 100+ employees
IT Support Specialist (Contract)
365 Retail Markets
04.2022 - 11.2022
- Provided Tier 2 support across Windows, Linux, and web-based platforms for 100+ users
- Maintained and troubleshot 50+ kiosk systems, reducing downtime by 10% through proactive maintenance
- Implemented a new ticketing system, improving response times by 40%
- Assisted with system updates and incident resolution to ensure business continuity
IT Support Technician
National Heritage Academies
09.2020 - 04.2022
- Managed 200+ Windows and Chromebook devices and supported 300+ users across multiple locations
- Performed system upgrades for 150+ devices and troubleshot Windows Server issues
- Provided IT consultation to department heads to align technology with operational needs
- Reduced IT costs by 25% through improved hardware and software procurement strategies
- Developed SOPs and documentation, increasing team efficiency by 15%
Education
Bachelor of Science - Computer Science
Eastern Michigan University
Ann Arbor, MI01-2026
Bachelor of Science - Computer Science
Washtenaw Community College
Ypsilanti, MI01.2018
Skills
- Windows 10/11, Windows Server 2016, Linux (basic administration), Active Directory, Group Policy, Microsoft Intune, Azure Active Directory (Entra ID), Microsoft Azure, AWS (core services), Microsoft Exchange Online, Microsoft 365 (Office 365), VLANs, VPNs, DHCP, DNS, Wireless infrastructure, Network troubleshooting and configuration, ServiceNow, ITSM ticketing systems, PowerShell scripting and automation, Laptop and desktop provisioning, Hardware repair and deployment, Large-scale system deployments, SOP creation, Technical documentation, Change management, Process improvement, Tier 2 / Tier 3 support, Executive and remote support, Onsite and MSP client support
Timeline
Field Engineer
Dynamic Edge
01.2025 - 09.2025
IT Support Engineer (Contract)
TomTom
01.2024 - 12.2024
IT Deployment Technician (Contract)
Nissan Motor Co.
06.2023 - 01.2024
IT Support Specialist (Contract)
365 Retail Markets
04.2022 - 11.2022
IT Support Technician
National Heritage Academies
09.2020 - 04.2022
Bachelor of Science - Computer Science
Eastern Michigan University
Bachelor of Science - Computer Science
Washtenaw Community College