Hi, I’m
TAREQ ZEYAD AZIZ
Mosul,NI
Summary
IT Support / System Administrator with 8+ years supporting Windows, Active Directory, and Microsoft 365 across multi-site environments. Experienced in Tier 2 support, ServiceNow ticketing, SLA-based incident resolution, and user onboarding/offboarding; strengthened uptime and reduced repeat incidents through proactive monitoring and user training.
Overview
13
years of professional experience
1
Certification
Work History
MSF SwitzerlandMosul, Ninewa
ICT Supervisor
03.2021 - 05.2025
Job overview
- Provide IT Support across three field sites, providing ongoing training, mentorship, task allocation, and performance management to cultivate technical skills and teamwork.
- Coached users on phishing awareness, password hygiene, secure device handling, and MFA usage; enforced policy-based access.
- Explained technical solutions in non-technical terms, improving user adoption and reducing repeat incidents.
- Managed AD/M365 user lifecycle: onboarding/offboarding, access provisioning, password resets, MFA enrollment, mailbox access troubleshooting.
- Oversaw the installation, configuration, and maintenance of IT infrastructure, including servers, workstations, network equipment, and software, ensuring high system availability and optimized performance.
- Ensured the organization's IT infrastructure was secure and reliable by enforcing cybersecurity protocols, and optimizing systems to meet operational demands.
- Monitored, diagnosed, and troubleshot hardware, software, and network issues using tools like Nagios and Grafana; ensured timely resolution and maintained >99% uptime with minimal downtime.
- Collaborated proactively with other departments to assess technology requirements, identify process improvements, and recommend effective IT solutions aligned with organizational goals.
- Implemented IT policies and procedures to strengthen security, drive efficiency, support compliance, and align with MSF and international best practices.
- Maintained accurate and comprehensive documentation for IT systems, network configurations, and operational procedures to support audits, onboarding, and organizational continuity.
- Ensured compliance with internal IT regulations, cybersecurity standards, and donor/industry requirements through regular reviews, reporting, and staff training.
- Assisted in IT budgeting and cost management, optimizing expenditures on hardware, software licensing.
- Oversaw IT inventory management, maintaining up-to-date records of hardware/software assets to ensure licensing compliance, asset functionality, and timely upgrades.
International Rescue Committee (IRC)Mosul, Ninewa
IT Officer
11.2020 - 02.2021
Job overview
- Delivered Tier 2 support through ServiceNow for 50+ field office users, maintaining 98% service availability while monitoring networks, servers, and endpoint protections to eliminate unauthorized access risks.
- Ticketing/SLA, end-user support, AD/M365 lifecycle, network troubleshooting.
- Provided clear, non-technical guidance to users; reduced repeat incidents through quick coaching and standard fixes.
- Produced incident documentation and asset updates (work notes, resolution notes, asset association) to support audits and faster future troubleshooting.
- Owned assigned incidents through resolution with user follow-up and documented troubleshooting steps.
- Managed ServiceNow incidents/requests end-to-end, prioritized by impact/urgency, and met SLA response/resolution targets before closure.
- Supported LAN/Wi-Fi/VPN connectivity for field users; resolved IP/DNS/DHCP issues and escalated ISP/complex cases with clear diagnostics.
- Documented all support actions in ServiceNow (work notes, resolution notes, asset association) to support audits and knowledge base.
- Conducted weekly hardware maintenance on routers and switches, including firmware testing and updates, to enhance network stability and reduce equipment downtime.
- Analyzed and resolved hardware, software, and network disruptions via on-site/remote troubleshooting, implementing fixes that prevented major outages and improved system reliability by 30%.
- Compiled comprehensive incident reports and asset logs for IT configurations and changes, supporting compliance audits and enabling data-driven infrastructure improvements.
- Delivered proactive technical support for IT inquiries, guiding end-users to minimize disruptions and fostering a 20% faster resolution rate for recurring incidents.
International Rescue Committee (IRC)Mosul, Ninewa
IT Assistant
09.2017 - 11.2020
Job overview
- Provided frontline technical support and troubleshooting for end-users in field offices, resolving IT issues to maintain uninterrupted services and support operational workflows.
- Managed support tickets from creation through resolution and closure.
- Oversaw monitoring and maintenance of computer systems, networks, and hardware, analyzing performance data to recommend upgrades that enhanced efficiency by 25%.
- Identified and rectified hardware, software, and network problems through targeted resolutions like system restores and connectivity optimizations, reducing resolution time by 40%.
- Rolled out software installations, configurations, and updates-including antivirus and OS patches-to 50+ devices, ensuring consistent security and functionality across the environment.
- Performed inventory checks, cleaning, and maintenance on servers, routers, and switches to optimize hardware condition, preventing failures and extending asset usability.
Mobile and Computer Maintenance ShopMosul
Self-Employed Technician
06.2012 - 06.2017
Job overview
- Offered expert technical support for client queries on computers, software, and hardware, troubleshooting and repairing devices to achieve 95% customer satisfaction and repeat business.
- Diagnosed and fixed hardware, software, and network issues via installations and updates, delivering efficient resolutions that minimized client downtime and boosted service turnaround.
- Installed and configured operating systems and security software for diverse client systems, optimizing performance and reducing vulnerability exposure by 50% post-service.
- Maintained computer hardware, including routers and switches for small networks, through regular checks and updates to ensure reliable operation and long-term equipment health.
Education
College of Computer Sciences and Mathematics, University of Mosul
Bachelor of Computer Sciences
01.2008
Skills
- Windows 10/11
- Windows Server 2012/2016
- Active Directory
- Group Policy
- Windows Server Administration
- Microsoft 365 Suite
- Outlook
- Teams
- SharePoint
- OneDrive
- LAN/WAN Configuration
- TCP/IP
- DNS
- DHCP
- VPN
- Firewall Administration
- Fortinet FortiGate
- MikroTik
- Endpoint Protection
- Microsoft Defender
- Kaspersky
- Patch Management
- MFA
- ServiceNow
- Jira Service Management
- Nagios
- Grafana
- System Backups
- Data Integrity
- Recovery Protocols
- PC/Laptop/Printer Troubleshooting
- Server Hardware
- Imaging & Deployment
- RDP
- TeamViewer
Certification
- Cloud Computing Understanding, 2026-01-01
- Windows 11: Security, 2025-09-01
- Firewall Administration Essential Training, 2025-06-01
- CompTIA Security+ (SY0-601) Threats, Attacks, and Vulnerabilities, 2024-12-01
- IT Security Foundations: Network Security, 2024-12-01
- Fortinet NSE 4 FortiGate Security, 2023-05-01
- Fortinet NSE 4 FortiGate Infrastructure, 2023-06-01
- CompTIA A+ Certification, 2017-03-01
- MikroTik Certified Wireless Engineer (MTCWE), 2016-09-01
- MikroTik Certified Network Associate (MTCNA), 2016-06-01
- Cisco CCNA1 (Network Fundamentals), 2008-01-01
Languages
Arabic
English
French
Timeline
ICT Supervisor
MSF Switzerland
03.2021 - 05.2025
IT Officer
International Rescue Committee (IRC)
11.2020 - 02.2021
IT Assistant
International Rescue Committee (IRC)
09.2017 - 11.2020
Self-Employed Technician
Mobile and Computer Maintenance Shop
06.2012 - 06.2017
College of Computer Sciences and Mathematics, University of Mosul
Bachelor of Computer Sciences