Muhammed Zanhal

L2 IT Support Engineer | System Automation & Security

ABOUT

L2 IT Support
Engineer

I’m Muhammed Zanhal

As an L2 IT Support Engineer in Dubai, I ensure secure, stable, and high-availability IT environments for 100+ users. I manage critical backend systems, including Windows, Linux, Office 365, and Active Directory, driving operational reliability and continuity.

My expertise covers comprehensive infrastructure, where I implement security protocols across multi-vendor devices like Fortinet, Cisco Meraki, and Ubiquiti UniFi. I actively configure networking gear (routers/WiFi) and manage essential VoIP communication and physical security/surveillance systems.

I focus on proactive troubleshooting and enhancing system performance to empower teams. I am actively open to new roles and keen to connect with recruiters and organizations aiming to strengthen their IT operations.

01

year

Gained hands-on experience supporting IT operations.

100+

Users

Supported daily IT operations and resolved issues across all users.

80/ 40/ 20/ 6

Systems

Managed 80+ endpoints, 40+ IP phones, 20+ printers, and 6+ CNC & Automated Production Systems efficiently.

99%

Uptime

Maintained reliable IT systems with minimal downtime.

Expertise
Core Systems, Security
and Support
Infrastructure Management
Infrastructure Management
Hardware & Software Support
Hardware & Software Support
VoIP Systems
VoIP Systems
CCTV Configuration & Troubleshooting
CCTV Configuration & Troubleshooting
Access Control Systems
Access Control Systems
Networking Systems
Networking Systems
Infrastructure Management
Infrastructure Management
Hardware & Software Support
Hardware & Software Support
VoIP Systems
VoIP Systems
CCTV Configuration & Troubleshooting
CCTV Configuration & Troubleshooting
Access Control Systems
Access Control Systems
Networking Systems
Networking Systems
Infrastructure Management
Infrastructure Management
Hardware & Software Support
Hardware & Software Support
VoIP Systems
VoIP Systems
CCTV Configuration & Troubleshooting
CCTV Configuration & Troubleshooting
Access Control Systems
Access Control Systems
Networking Systems
Networking Systems
Skills
What I Use to Get
Things Done
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System Administration & Automation

Active Directory Office 365 Windows Linux Android iOS Server Group Policy
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Networking & Security

Cybersecurity Firewall Management Internet Security Network Security ESET Wi-Fi
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Troubleshooting & Support

Printer Configuration & Troubleshooting Hardware & Software Support Technical Support
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VoIP & Physical Security

IP telephone Voice over IP (VoIP) Surveillance Grandstream Call Routing IVR Systems
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Web Design & Development

HTML5 CSS3 Bootstrap JavaScript jQuery Responsive Web Design AJAX

Experience

Where I Made Things
Happen

Maintained and configured 80+ desktops, laptops, 20+ printers, Access points, routers, and switches; managed Office 365, Active Directory, user provisioning, policies, access control, license management, email configuration, and endpoint security for 100+ users.

Managed & Maintained Fortinet, Cisco Meraki, D-Link, Linksys, TP-Link, and Ubiquiti UniFi devices, including firewall rules, VPNs, intrusion prevention, and multi-site connectivity

Deployed Hikvision CCTV with DVR/NVR setups and biometric systems; managed user enrollment, log extraction, and HR/payroll integration.

Configured & managed 40+ Grandstream IP Phones with SIP trunking, call routing, PABX integration, and QoS optimization.

Administered backend systems using Java, implementing features, enhancing performance, and improving security.

Implemented daily & scheduled backups, restoration testing, and recovery plans to ensure business continuity.

Provided proactive troubleshooting, system diagnostics, continuous monitoring, and support for Vitro laser machines & Waterjet machines.

Handled complete user lifecycle including system preparation, account creation, IP phone setup, access card issuance, and biometric registration.

Resolved complex technical issues and provided end-to-end troubleshooting for web-based systems, ensuring 99.9% uptime and seamless user experiences for diverse clients.

Managed hosting environments, DNS configurations, and SSL deployments, streamlining site security and performance while providing technical guidance on infrastructure best practices.

Acted as a primary technical point of contact, translating complex technical requirements into actionable solutions and providing ongoing maintenance and documentation for digital assets.

Optimized internal web tools for speed, reliability, and caching.

Coordinated with teams to implement IT solutions and deploy updates.

Maintained website to enhance the organization's online presence.

Ensured user experience quality and smooth back-end functionality.

Collaborated with team to deploy new features, improving engagement on the website.

Led end-to-end software development, handling frontend and backend using modern web technologies.

Designed robust server-side logic and SQL database structures for scalable applications.

Delivered tested, efficient, and maintainable code under tight project timelines.

Education & Certifications

The Learning That Made Me Who I Am

Fortinet Certified Fundamentals in Cyber Security

Fortinet

2026

AWS Online Conference Certification

Amazon Web Servers

2023

Microsoft Office

Coursera

2023

Bachelor of Computer Applications

Pondicherry University

2022

HSC Computer Science

Kerala Board of Public Examinations

2019

IT Projects & Case Studies

Infrastructure & Resilience:
Technical Work Showcase

Resolving Persistent Account Lockout Cycles

lock
Goal: Stop a recurring ghost lockout cycle for a high-priority user.
1.The Problem

User account locked out every 10 minutes despite multiple password resets. Standard troubleshooting wasn't identifying the source.

2.The Fix (Audited Active Directory Event Logs (ID 4740) to track the source IP)

Identified ghost credentials stored in an old mobile mail profile and a cached background service.

Flushed Windows Credential Manager and re-authenticated all associated devices.

3.The Result

100% resolution. Eliminated recurring support tickets and improved user productivity.

Resolving Network IP Conflicts

network
Goal: Eliminate network instability and security warnings caused by duplicate IP assignments.
1.The Problem

The ESET Endpoint Security console flagged frequent "Duplicate IP Address Found" warnings. This conflict was causing intermittent connectivity drops and sync issues for two workstations within the domain.

2.The Fix (Used ARP (Address Resolution Protocol) commands and Active Directory records to trace the MAC addresses of the conflicting devices.)

Identified that two systems were manually assigned the same static IP, bypassing the DHCP pool.

Reconfigured the network settings on the secondary workstation to a unique IP address and updated the DNS/DHCP reservations to prevent future overlaps.

3.The Result

Network Stability Restored. Resolved all antivirus warnings and ensured consistent network access for both users without further disruption.

Automated System Health Monitoring via PowerShell

automation
Goal: Develop a custom automation tool to monitor workstation health and provide proactive alerts to the IT department.
1.The Problem

Manually checking the health of 80+ workstations was time-consuming and led to "reactive" IT support (fixing things only after they broke). There was a need for a centralized, automated way to track system performance, disk health, and critical service status.

2.The Fix (Engineered a custom PowerShell automation script that executes on a scheduled task)

Data Collection: The script captures real-time metrics including CPU/RAM load, GPU status, System Uptime, and Disk I/O.

Smart Logic: Implemented conditional formatting to flag "CRITICAL" status (e.g., low disk space on C: drive) and monitor the health of essential services like the Print Spooler and DNS Client.

Automated Reporting: Integrated an SMTP mailer function to send a formatted HTML report directly to the IT dashboard, including a network latency Ping Check.

3.The Result

90% Reduction in Manual Inspections. The IT team now receives instant notification of hardware or service failures, allowing for intervention before the user experiences downtime.

BitLocker & Disk Encryption Compliance Automation

bitlocker-automation
Goal: Automate disk encryption compliance checks and provide proactive alerts to ensure endpoint security across workstations.
1.The Problem

Verifying BitLocker encryption status across multiple endpoints required manual checks and lacked centralized visibility. This increased the risk of non-compliant systems remaining undetected, potentially exposing sensitive data.

2.The Fix (Engineered a custom PowerShell compliance audit script)

Encryption Status Audit: The script scans all fixed drives and validates BitLocker protection status, encryption state, and encryption percentage.

Compliance Logic: Automatically flags systems as NON-COMPLIANT if BitLocker protection is disabled or encryption is incomplete.

Automated Reporting: Generates a structured CSV report and sends a formatted HTML email alert to the IT team when non-compliant drives are detected.

3.The Result

Improved Security Posture. Enabled proactive identification of unencrypted or partially encrypted drives, reduced manual audits, and ensured consistent enforcement of disk encryption policies across endpoints.

Critical Server Hardware Recovery

server
Goal: Restore the primary company portal after a sudden hardware failure.
1.The Problem

The company portal went offline. Physical inspection in the server room revealed a motherboard warning light and a failure to POST (Power-On Self-Test). The server was completely unresponsive to manual boot attempts and monitor output.

2.The Fix (Performed a hardware diagnostic to isolate the faulty component)

Identified the root cause as a depleted CR2032 CMOS battery, which had corrupted the BIOS settings and halted the boot sequence.

Performed a battery replacement and cleared the CMOS to restore default BIOS configurations.

3.The Result

Rapid Service Restoration. Successfully brought the portal back online without the cost or delay of a motherboard replacement. This saved the company significant hardware expenditure and minimized business disruption.

Diagnostic Resolution of a Ghost Print Failure

printer
Goal: Resolve a critical printing failure where standard hardware and software troubleshooting had failed.
1.The Problem

A high-priority user was unable to print despite the printer showing "Ready" status and no physical hardware errors. The print queue remained in a "Paused" state. Traditional fixes — restarting the Print Spooler, clearing the print cache, and re-adding the driver offered no resolution, leading to an extended service disruption.

2.The Fix (Shifted focus from the local hardware to Domain Authentication logs)

Identified that the Active Directory password for the user had expired. Since the printer was mapped via a network share requiring authentication, the expired credentials blocked the data stream from reaching the printer spooler.

Performed a domain password reset and synchronized the user's local credentials.

3.The Result

Immediate Restoration of Services. By identifying the root cause in the security layer rather than the hardware layer, I restored full functionality and established a new troubleshooting protocol for "Paused Queue" scenarios.

Engineering a Custom OneDrive Cloud Sync Solution

onedrive
Goal: Enable automatic cloud backup for non-standard local drive locations to ensure 100% data redundancy.
1.The Problem

The standard Microsoft OneDrive client is limited to syncing specific user profile folders (Desktop, Documents, etc.). Important project data was stored on a secondary local drive (D: / E:), which was not being backed up to the cloud. This created a high risk of data loss if the local hardware failed.

2.The Fix (Developed a custom PowerShell script to bridge the gap between custom local directories and the OneDrive synchronization engine)

Utilized Robocopy logic to ensure that files modified in the custom location were instantly recognized by the OneDrive client.

Implemented an automated trigger (Scheduled Task) to verify sync status and handle file-locking conflicts.

3.The Result

Automated Data Protection. Successfully secured critical project files without forcing users to change their workflow or move their data. This provided the company with a $0 cost backup solution for local drives using existing Office 365 storage.

Automated Microsoft 365 Mailbox Usage Monitoring

automation
Goal: Create an automated tool to monitor mailbox storage usage across all users in Microsoft 365 and generate centralized reports for the IT team.
1.The Problem

Manually checking mailbox usage for dozens or hundreds of users was time-consuming and prone to errors. There was no simple way to see which mailboxes were nearing quota limits or to plan storage proactively.

2.The Fix (Engineered a custom Exchange Online PowerShell script)

Data Collection: The script connects to Exchange Online and retrieves mailbox size, quota, and usage percentage for all users.

Processing Logic: Calculates used space and usage percentage, identifies mailboxes approaching storage limits, and formats the results in a clean table.

Automated Reporting: Generates a CSV report with Display Name, Email Address, Used Space (GB), Total Space (GB), and Percentage Used. Can be emailed to the IT team for quick review.

3.The Result

Proactive Mailbox Management: IT can now identify mailboxes nearing quota limits and act before users experience delivery issues. Eliminated manual checks and saved significant administrative time.

Web Projects

Websites I’ve Designed and
Built Along the Way
Alduaa Al-ardh

Developed a corporate website using HTML, CSS, JavaScript, jQuery, Bootstrap, Illustrator, and Photoshop, presenting IT and contracting services with a modern UI.

Client Alduaa Al-ardh Contracting

Date March 2025

Live View
Alduaa al-ardh homepage Alduaa al-ardh homepage
Aralam Farm

Created the official website for Aralam Farming Corporation during my tenure at SRV Infotech, using HTML,CSS,JS, showcasing agriculture & tribal welfare initiatives.

Client Aralam Farming Corporation

Date December 2024

Live View
Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage Aralamfarm homepage
Compare Insurance

Designed a streamlined web platform during my tenure at SRV Infotech using HTML, CSS, JS, jQuery, Php, simplifying insurance plan comparisons for a leading Qatar provider.

Client Compare Insurance Qatar

Date December 2024

Live View
compareinsurance homepage compareinsurance homepage
KL-Bro Biju Rithvik Family Website

Developed India’s top YouTuber portfolio during my tenure at SRV Infotech, using HTML, CSS, JS, Laravel, and YouTube API for dynamic content and live analytics.

Client KLBro Biju Rithvik

Date March 2024

Live View
klbro homepage klbro homepage

Project Attribution: Projects marked as 'SRV Infotech' were developed during my official employment tenure. All intellectual property and trademarks belong to their respective owners.